[Hiring] Senior Manager, Customer Success Programs & Operations @BHG Financial

Role Description

We are seeking a Senior Manager, Customer Success Programs & Operations to help scale and operationalize customer experience initiatives across the organization. This role serves as a strategic partner responsible for leading cross-functional programs, building alignment among stakeholders, establishing repeatable processes, and ensuring initiatives successfully move from concept to adoption.

The ideal candidate is a systems-thinker and strong relationship builder who can navigate ambiguity, influence without authority, create organizational buy-in, and drive initiatives through execution and long-term sustainment.

What You'll Do

• 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

What Will Make Someone Successful

• 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

Requirements

• 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

Equal Opportunity Statement

BHG Financial is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. BHG Financial is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.