Operations Manager

Who you are

• 4+ years of experience in operations, program management, implementation, customer operations, or a similar role
• Strong process-improvement and systems-thinking skills
• Comfort working with Product and Engineering teams and translating operational needs into clear requirements
• Curiosity and confidence using AI tools to improve workflows, reduce manual work, and surface insights
• Strong analytical, organizational, written, and verbal communication skills
• A customer-centered mindset and sound judgment when handling operational issues
• Empathy for the realities facing child care providers, educators, working parents, and families
• Experience in child care, education, workforce development, benefits administration, marketplaces, government programs, or mission-driven technology
• Experience supporting operations across multiple states, markets, or regulatory environments
• Familiarity with CRM, customer support, workflow automation, payment, or reporting platforms

What the job involves

• The Operations Manager, New Initiatives manages the daily operations of Wonderschool’s Tri-Share and SubPool programs
• This role ensures both programs have clear, reliable, and scalable processes that create a strong experience for employers, providers, substitutes, employees, families, and program partners
• The Operations Manager identifies operational friction, improves workflows, develops practical systems and reporting, and works closely with Product and Engineering to make the platforms easier to use and more effective
• They bring a continuous-improvement mindset, using AI and automation to reduce manual work while maintaining the human judgment and empathy that child care programs require
• This role reports to the Head of New Initiatives
• Manage Tri-Share operations, ensuring clear, reliable processes for enrollment, eligibility, communications, payments, customer support, and reporting
• Manage SubPool operations, setting priorities, clarifying expectations, reviewing performance and trends, and providing support on escalated or complex issues
• Improve the operating systems behind both programs by creating clear workflows, documentation, reporting, escalation paths, and performance measures
• Identify friction for customers and internal teams, then lead practical improvements that make processes simpler, faster, and more reliable
• Partner with Product and Engineering to identify operational needs, prioritize enhancements, test new workflows, and ensure platform changes work in real-world use
• Use data, customer feedback, and frontline observations to identify trends, risks, and opportunities for improvement
• Look for opportunities to automate repetitive work using AI and other tools, while preserving human review where customer trust, compliance, or judgment is needed
• Work closely with cross-functional teams to support program launches, process changes, and growth into new markets