Manager, Enterprise Customer Operations

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.   

A Little About the Role 

The Manager, Enterprise Customer Operations owns the end-to-end operational experience for Enterprise customers, leading both the Enterprise Onboarding and Enterprise Support teams within Operations. This role is accountable for ensuring Enterprise customers receive a consistent, high-quality experience across onboarding, ongoing support, and operational engagement—while meeting all defined SLAs and service commitments. 

This leader serves as the primary operational representative for Enterprise customers, partnering closely with Principal Customer Success Managers, Enterprise corporate groups, Product, and other internal stakeholders to drive alignment, resolve issues, and continuously improve the Enterprise customer journey. The Manager is ultimately responsible for the health, performance, and execution of all Enterprise operational touchpoints.

What you’ll do:

• Lead and oversee the Enterprise Onboarding and Enterprise Support teams, ensuring strong execution, alignment, and accountability across both functions
• Own Enterprise SLA performance across onboarding and support, including monitoring, reporting, and corrective action planning
• Serve as the primary Operations representative in regular meetings with Enterprise corporate groups, representing both onboarding and support perspectives
• Partner closely with Principal Customer Success Managers to ensure Enterprise customers are proactively supported, risks are identified early, and follow-through occurs
• Coach and develop Enterprise Supervisors, focusing on leadership effectiveness, consistency, communication, and cross-team alignment
• Establish clear operational expectations, workflows, and escalation paths for Enterprise customers
• Oversee complex Enterprise escalations, ensuring timely resolution, clear communication, and documented outcomes
• Analyze operational performance, customer feedback, and trends to identify gaps and opportunities for improvement
• Drive process optimization initiatives across Enterprise onboarding and support to improve efficiency, quality, and customer experience
• Collaborate with Product, Engineering, Payments, and other internal teams to advocate for Enterprise customer needs and ensure operational readiness for changes
• Ensure consistent documentation, reporting, and use of systems and tools across Enterprise teams
• Develop and maintain dashboards and reporting to provide visibility into Enterprise performance, risks, and outcomes
• Present Enterprise operational insights, risks, and improvement initiatives to senior leadership
• Foster a culture of accountability, ownership, and continuous improvement within Enterprise Operations

Our ideal candidate will have:

• Strong leadership capability with experience managing multiple teams or functional areas
• Proven ability to drive SLA performance and operational outcomes in a customer-facing environment
• Demonstrated experience working with Enterprise or high-complexity customers
• Strong partnership mindset with the ability to collaborate closely with Customer Success, Product, and other cross-functional teams
• Excellent organizational, analytical, and problem-solving skills
• Strong written and verbal communication skills, including executive-level communication
• Experience leveraging CRM and support platforms (Salesforce Cloud or similar)
• Ability to translate data and insights into actionable improvements and decisions
• Comfort owning ambiguity and driving clarity across teams and stakeholders
• Bachelor’s degree preferred, or equivalent relevant experience
• 6+ years' of experience in customer operations, support, onboarding, or related roles within a SaaS or technology environment
• 3+ years' of people leadership experience, including managing leaders or supervisors
• Experience supporting Enterprise or strategic accounts strongly preferred

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Fast paced, high energy workplace environment in prime downtown location
• Regular company provided meals

Salary

$106,000 - $115,000/year DOE

Location

This position is based in our Denver, CO office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a minimum of 3 days a week.