Note: The job is a remote job and is open to candidates in USA. BHG Financial is a financial services company providing financial solutions to professionals, small businesses, and institutions. The Senior Manager, Customer Success Programs & Operations will scale and operationalize customer experience initiatives by leading cross-functional programs, aligning stakeholders, establishing repeatable processes, and driving adoption. The role also translates customer insights into operational improvements and supports measurement and continuous improvement.
Responsibilities
- Lead cross-functional programs from planning through implementation and adoption
- Build stakeholder alignment across departments and leadership levels
- Drive accountability, follow-up, and execution across multiple initiatives simultaneously
- Develop governance structures, workflows, SOPs, and operating procedures
- Create communication, training, and adoption plans for new initiatives
- Identify risks, dependencies, and implementation challenges before they impact progress
- Partner with business leaders to translate customer insights into operational improvements
- Support reporting, measurement, and continuous improvement efforts
- Recommend and implement process improvements that improve the customer experience
Skills
- • Exceptional relationship-building and communication skills
- • Ability to influence stakeholders without direct authority
- • Strong business judgment and problem-solving skills
- • Comfortable operating in a fast-paced, evolving environment
- • Ability to anticipate needs, identify opportunities, and develop solutions independently
- • Strong organizational and project management capabilities, systems-thinker
- • Experience leading change and driving adoption of new processes or initiatives
- • Ability to balance strategic thinking with hands-on execution
- • Demonstrated interest in using emerging tech to solve business problems
- • 7+ years of experience in Program Management, Business Operations, Customer Success Operations, Strategy & Operations, Consulting, Change Management, or a related field
- • Proven experience leading complex cross-functional initiatives
- • Demonstrated success building stakeholder alignment and driving organizational change
- • Strong written, verbal, and presentation skills
- • Experience developing operational processes, governance models, and documentation
- • Strong project and program management experience
- • Travel requirement: All roles require travel during the first 6 months of employment to attend the BHG Oars in Experience. After the initial 6 months, ongoing travel is expected at approximately :5% annually for periodic team on-sites, team meetings, and cross-functional collaboration
- • Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future
Benefits
- Medical/Rx/Dental/Vision coverage for employees and their eligible family members
- Competitive PTO and vacation policies
- 1 Friday off each month for Wellness Weekends
- Company 401(k) plan with employer contributions after one year
- Company-sponsored training and certification opportunities
- Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses
- Ongoing volunteer opportunities to give back to the community through our BHG Cares program
Company Overview