Bright Horizons · 2 hours ago
Director, Contact Center Training and Quality Operations
Westminster, CO
Full-time
Onsite
Director/Executive
$111K/yr - $125K/yr
10+ years expBright Horizons is a leading education and care company, trusted by families and employers around the world for high-quality child care and early education. The Director, Contact Center Training and Quality Operations will be responsible for driving operational excellence and employee experience across the Contact Center, leading training programs, and partnering with business leaders to enhance the employee journey from onboarding through career development.
E-LearningEdTechEducationHealth Care
Responsibilities
Lead and develop the Contact Center Hiring, Training, and Quality Monitoring teams to ensure high standards and continuous improvement
Conduct Contact Center/Line of Business needs analyses and design data-driven solutions to address issues impacting Contact Center/Line of Business performance and effectiveness
Recommend and lead updates to Contact Center training programs based on business needs and employee feedback
Evaluate and recommend technology solutions that enhance the employee experience, and participate in implementation
Drive cross-functional collaboration to align priorities on organizational design and development opportunities, including organizational redesign efforts, fostering high performing teams, and managing change
Support the implementation and evaluation of programs and frameworks that improve employee experience and engagement and identify solutions to address Contact Center/Line of Business capability gaps
Leverage existing change management strategies and frameworks to ensure successful implementation of large-scale change impacting employees
Analyze business trends, metrics, and employee experience survey results across the Contact Center/Line of Business to identify trends, gaps, and opportunities
Implement programs and deliver tools to promote employee success and internal mobility
Implement coaching and leadership development practices to drive performance and engagement across all lines of business
Champion initiatives that promote diversity, equity, inclusion, and belonging (DEIB) across all levels of the Contact Center/Line of Business
Establish and track key performance indicators (KPIs) to measure the effectiveness and ROI of talent and organizational development programs
Partner with the Talent Management team and HRBP’s to support succession planning efforts to ensure leadership continuity and a strong internal talent pipeline
Qualification
Required
Bachelor's Degree in Human Resources, Organizational Development, Industrial / Organizational Psychology, Instructional Design, Technology, Business Administration or related field
10 years Experience in employee engagement and learning and development. Proven operational experience in a leadership role within a contact center or customer experience environment
Preferred
Master's Degree, MBA, MS in Industrial / Organizational Psychology, Instructional Design, Technology, Business Administration
Certification in AI Automation Tools Training, Certified Quality Auditor (CQA), or Six Sigma / Lean
10 years Leadership experience in talent development and organizational development. Overseeing teams of people and strategic initiatives related to change management
Certifications in Change Management methodologies (e.g., Prosci), Talent Development (e.g., ATD) and/or Coaching (e.g., ICF) are desired but not required
Expertise in learning management systems (e.g., Docebo, Canvas, Cornerstone) and instructional design methodologies (e.g., ADDIE model, SAM, Bloom's Taxonomy)
Familiarity with performance management, succession planning, and employee engagement tools
Ability to create a clear and compelling vision and gain buy-in
Strong communication skills and facilitation skills in a variety of settings
Ability to work effectively with business leaders and influence key stakeholders without formal authority
Proven ability to influence, coach and mentor others
Strategic thinking and strong business acumen, problem solving, and decision-making ability
Ability to anticipate situations, stay ahead of trends and develop impactful organizational effectiveness solutions
Must be a self-starter with strong execution skills and ability to lead through influence and drive cultural change
Benefits
Medical, dental, and vision insurance
401(k) retirement plan
Life insurance
Long-term and short-term disability insurance
Company
Bright Horizons
Bright Horizons provides education and child care to fit the way people learn, live and work today.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1.43B2025-08-21Post Ipo Debt· $450M
2018-03-26Post Ipo Secondary· $390.88M
2017-11-09Post Ipo Secondary· $262.5M
Leadership Team
Kara Conley
Vice President, Care Delivery
Recent News
2025-11-12
Business Wire
2025-11-05
MarketScreener
2025-10-31
Company data provided by crunchbase