Operations Manager - New Initiatives

Position Summary

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.

Key Responsibilities

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.