BHG Financial Jobs

Senior Manager, Customer Success Programs & Operations

BHG Financial

Senior Manager, Customer Success Programs & Operations

Posted Yesterday

Hiring Remotely in USA

Remote

Senior level

Financial Services • Metaverse

The Role

Leads cross-functional customer success programs from planning through adoption, building stakeholder alignment, governance, workflows, communication plans, and sustainable operating processes. Identifies risks, drives accountability, supports reporting and continuous improvement, and translates customer insights into operational enhancements. Requires strong change management, relationship-building, project management, and execution skills.

Summary Generated by Built In

Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture centered around transforming talented employees into effective business leaders? Then BHG Financial is the place for you.

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.

Life at BHG Financial

At BHG Financial, we work hard and aren’t afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player, and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top down, our leaders are actively involved not only in strategic oversight and running the business, but also in the well-being and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.

Why You Should Join BHG Financial

We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work® certified. Some of the benefits you can expect when you join BHG Financial include:

•Medical/Rx/Dental/Vision coverage for employees and their eligible family members

•Competitive PTO and vacation policies

•1 Friday off each month for Wellness Weekends

•Company 401(k) plan with employer contributions after one year

•Company-sponsored training and certification opportunities

•Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses

•Ongoing volunteer opportunities to give back to the community through our BHG Cares program

If you’re ready for a career where you can exercise your passions, be surrounded by co-workers who are relentlessly committed to service, and have a team-player mindset, apply today!

BHG Financial is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. BHG Financial is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Skills Required

7+ years of experience in program management, business operations, customer success operations, strategy and operations, consulting, change management, or a related field
Experience leading complex cross-functional initiatives
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
Valid U.S. work authorization without requiring current or future employer sponsorship

View all jobs at BHG Financial

View BHG Financial Profile

Report Job

Am I A Good Fit?

beta

Get Personalized Job Insights.

Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.

The Company

HQ: Fort Lauderdale, FL

1,500 Employees

Year Founded: 2001

What We Do

BHG Financial is transforming the financial industry; leveraging the power of data, analytics, and cutting-edge technology to become not only the number one source for professional loans, but also the creator of the largest community bank loan and product network in the country. Since 2001, BHG has originated more than $18.5 billion in loan solutions to top-quality borrowers, which community and midsize banks can access via a state-of-the-art loan delivery platform. Building on nearly two decades of innovation, BHG and its family of brands now offer a full suite of financial solutions that span business, consumer, and SBA 7(a) loans, credit cards, collection services, risk management services, and point-of-sale financing. With record growth year after year, BHG continues to be recognized regionally and nationally: earning a spot on the Inc. 5000 for 16 years running, and receiving accolades from Great Place to Work® and Fortune magazine, among others. BHG is partially owned by Pinnacle Bank (PNFP) and has headquarters in Davie, FL, Syracuse, NY and Atlanta, GA.

Why Work With Us

BHG Financial cultivates a high-energy atmosphere in an open-door, non-traditional corporate environment. As a growing company of more than 1500, it's the perfect place to share your ideas and advance your career.