Director, Care Navigation (Family Concierge Program)

Job description

Primary Purpose: The Director, Family Concierge is a senior leader responsible for driving the strategic direction, operational excellence, and accelerated growth of the Family Concierge program. This role ensures exceptional service delivery, client satisfaction, and alignment with organizational goals while expanding the impact of the program. The Director oversees a team of managers and individual contributors, fostering a culture of innovation, collaboration, and customer-focused excellence. This position requires a strategic thinker who can manage complex relationships, deliver results, and identify opportunities for continuous improvement. The ideal candidate is a proven scale leader with experience extensively growing and transforming inside sales, revenue operations, consumer service and/or casework/consultative organizations. As a key driver of the One Bright Horizons initiative, the Director of Family Concierge will be leading the effort to integrate the service with Bright Horizons cross functional lines of business, scale the service significantly to Bright Horizons clients, and enhance the effectiveness of team’s ability to cross sell and connect employees with their a...