Director, Family Concierge

Bright Horizons is a leading education and care company dedicated to helping employees succeed both at work and home by partnering with employers to provide high-quality child care, elder care, and educational support. The company fosters a collaborative workplace environment, offers meaningful benefits, and cultivates a culture that promotes both career advancement and personal well-being. Bright Horizons stands out for its commitment to making a real difference in the lives of families and communities by powering the systems and partnerships that enable people to thrive. The company’s mission resonates deeply in its workplace culture, emphasizing support, inclusion, and innovation to empower families and employees alike.

The Director, Family Concierge is a pivotal senior leadership role at Bright Horizons responsible for steering the strategic direction, operational excellence, and swift growth of the Family Concierge program. This hybrid position requires the candidate to work onsite three days a week at the company’s headquarters in Newton, MA. The role offers a competitive annual salary range of $123,000 to $155,000, complemented by eligibility for bonuses and Restricted Stock Units (RSUs). The Director leads a team comprising managers and individual contributors, fostering a culture grounded in innovation, collaboration, and customer-focused excellence.

The Family Concierge program plays a vital role within Bright Horizons as a service designed to connect employees with applicable benefits, enhancing customer satisfaction and service delivery. A major responsibility for the Director is to lead the integration of this service across Bright Horizons’ diverse lines of business, aligning with the broader One Bright Horizons initiative. By driving cross-functional collaborations, the Director will enhance the program's ability to cross-sell services effectively, expand scale to meet the needs of Bright Horizons clients, and maintain high standards of quality and customer satisfaction.

This role demands a strategic thinker with a proven track record in scaling and transforming organizations related to inside sales, revenue operations, consumer service, or consultative casework. The Director must manage complex relationships, deliver measurable results, and identify continuous improvement opportunities to increase productivity, quality, and consistency at scale. Responsibilities encompass setting multi-year strategies that balance client value, employee experience, and revenue impact while meticulously tracking performance indicators like conversion rates, quality metrics, and the Net Promoter Score.

Additionally, the Director is tasked with building and refining operating models, designing team structures for growth and retention, leading hiring and training programs, and fostering a culture that merges sales discipline with a family-first service mindset. Operational excellence is critical; the Director ensures seamless service delivery, optimizes workflows, manages capacity planning and demand, and champions scalable solutions without sacrificing service quality. By serving as an advocate for the Family Concierge, the Director represents its value internally among senior leadership and externally with stakeholders, confirming its lasting impact and importance.

Client and stakeholder leadership involves partnering closely with client relations and enterprise teams to ensure the concierge service delivers tangible value to employers and employees alike. The Director acts as the escalation point for high-stakes situations, ensuring sustained strong outcomes and relationship continuity. Moreover, by integrating Family Concierge with Bright Horizons’ marketing, product, operations, technology, and sales teams, the Director strengthens the program’s capacity to meet family needs swiftly and accurately through data-driven insights and continuous feedback.

Overall, this leadership opportunity at Bright Horizons is designed for a visionary director who thrives in a dynamic, fast-paced environment and is passionate about creating meaningful impact through customer-centric programs. The company’s comprehensive benefits package, commitment to diversity and inclusion, and reputation for workplace excellence make it an exciting and fulfilling place to lead and grow a groundbreaking family support initiative.