Senior Manager, Customer Success Programs & Operations

About BHG Financial

In 2001, we started with an idea, an opportunity, and $25,000. Back then, our focus was strictly on serving those in the medical industry. With healthcare in our heritage, we soon expanded to serve high-earning professionals in many other industries, providing all with leading-edge financial solutions, including our extensive network of community banks.

Today, BHG Financial has firmly established its legacy as a leader in the financial services space. Founded on the philosophy of a better way to borrow, we are dedicated to helping accomplished professionals, small businesses, and institutions build upon their success through innovative financial solutions, a hassle-free process, and personalized concierge service.

Our relentless commitment to the success of our customers is part of what has made BHG Financial thrive. We take a 360-degree view of our customers to tailor the best solutions for their financial aspirations. Today's professionals have multiple sources of income, not just their paycheck. Therefore, it is essential to factor those in when making responsible lending decisions. Our continued focus on data, analytics, and proprietary modeling has enabled faster funding for our customers.

From business to personal loans to relationships with community banks, the country’s top professionals and business owners rely on us for our exceptional financial solutions and concierge service to continue their success and legacy.

Who You Are

We are seeking a Senior Manager, Customer Success Programs & Operations to help scale and operationalize customer experience initiatives across the organization.

This role serves as a strategic partner responsible for leading cross-functional programs, building alignment among stakeholders, establishing repeatable processes, and ensuring initiatives successfully move from concept to adoption.

The ideal candidate is a systems-thinker and strong relationship builder who can navigate ambiguity, influence without authority, create organizational buy-in, and drive initiatives through execution and long-term sustainment.

What You'll Do

• Lead cross-functional programs from planning through implementation and adoption
• Build stakeholder alignment across departments and leadership levels
• Drive accountability, follow-up, and execution across multiple initiatives simultaneously
• Develop governance structures, workflows, SOPs, and operating procedures
• Create communication, training, and adoption plans for new initiatives
• Identify risks, dependencies, and implementation challenges before they impact progress
• Partner with business leaders to translate customer insights into operational improvements
• Support reporting, measurement, and continuous improvement efforts
• Recommend and implement process improvements that improve the customer experience

What Will Make Someone Successful

• Exceptional relationship-building and communication skills
• Ability to influence stakeholders without direct authority
• Strong business judgment and problem-solving skills
• Comfortable operating in a fast-paced, evolving environment
• Ability to anticipate needs, identify opportunities, and develop solutions independently
• Strong organizational and project management capabilities, systems-thinker
• Experience leading change and driving adoption of new processes or initiatives
• Ability to balance strategic thinking with hands-on execution
• Demonstrated interest in using emerging tech to solve business problems

What You'll Need

• 7+ years of experience in Program Management, Business Operations, Customer Success Operations, Strategy & Operations, Consulting, Change Management, or a related field
• Proven experience leading complex cross-functional initiatives
• Demonstrated success building stakeholder alignment and driving organizational change
• Strong written, verbal, and presentation skills
• Experience developing operational processes, governance models, and documentation
• Strong project and program management experience
• Travel requirement: All roles require travel during the first 6 months of employment to attend the BHG Oars in Experience. After the initial 6 months, ongoing travel is expected at approximately ~5% annually for periodic team on-sites, team meetings, and cross-functional collaboration.
• Work Authorization: This role is not eligible for employer-provided immigration sponsorship. To be considered, applicants must already possess valid U.S. work authorization that will not require sponsorship now or in the future.