W
Wonderschool
Operations Manager (New Initiatives)
Skills
AINo-code AutomationsCRMCustomer SupportCompliance
2 months ago
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Important information
Contract type:
Permanent
Location:
United States
Work mode:
Onsite
Published on:
13 August 2026
What they need
- 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- Comfort working with Product and Engineering teams and translating operational needs into clear requirements
- Strong analytical, organizational, written, and verbal communication skills
- Curiosity and confidence using AI tools to improve workflows, reduce manual work, and surface insights
- Empathy for the realities facing child care providers, educators, working parents, and families
- 4+ years of experience in operations, program management, implementation, customer operations, or a similar role
- A customer-centered mindset and sound judgment when handling operational issues
- Strong process-improvement and systems-thinking skills
- Experience in child care, education, workforce development, benefits administration, marketplaces, government programs, or mission-driven technology
- Familiarity with CRM, customer support, workflow automation, payment, or reporting platforms
- Experience supporting operations across multiple states, markets, or regulatory environments
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