Customer Operations Product Manager – Digital Experience & Omni‑Channel Innovation Lead at brighthush
About brighthush
brighthush is a global leader in delivering next‑generation entertainment and communication solutions. With a relentless focus on innovation, we empower millions of customers worldwide to access premium content anytime, anywhere, across every device. Our mission is to redefine the way people experience media by blending cutting‑edge technology, data‑driven insights, and a customer‑first mindset. At brighthush, we believe that the future of entertainment is digital, seamless, and deeply personal.
Why Join brighthush?
As a fast‑moving, customer‑centric organization, brighthush offers an environment where ideas are turned into products at lightning speed. You’ll work alongside some of the brightest minds in product, engineering, design, and data science, and you’ll have the opportunity to shape the future of digital entertainment. We celebrate diversity, encourage experimentation, and reward bold thinking. Whether you’re a seasoned product leader or an ambitious early‑career professional, brighthush provides the resources, mentorship, and growth pathways to help you thrive.
Position Overview
We are seeking a dynamic Customer Operations Product Manager to lead the design, launch, and continuous improvement of digital experiences that seamlessly integrate into our omni‑channel ecosystem. In this role, you will translate customer insights into product roadmaps, collaborate with cross‑functional teams, and drive measurable business outcomes. You will be the champion of the customer voice, ensuring that every feature and service delivers exceptional value and delight.
Key Responsibilities
- Ideate & Deliver Digital Experiences: Conceptualize and prototype digital-first solutions—web portals, mobile apps, virtual assistants, chat interfaces, and IVR systems—that enhance the customer journey across all touchpoints.
- Cross‑Functional Collaboration: Partner with product, customer care, IT, finance, marketing, and design to translate customer needs into actionable initiatives that drive success and operational efficiency.
- Opportunity Definition & Success Metrics: Identify high‑impact opportunities, define clear success criteria, and develop data‑driven hypotheses to validate concepts before development.
- Business Case Development: Build compelling business cases, including financial projections, ROI analysis, and risk assessments, to secure stakeholder buy‑in and funding.
- Roadmap Management: Own the product roadmap, prioritizing initiatives based on customer value, strategic fit, and resource availability. Continuously refine the roadmap to reflect market dynamics and internal priorities.
- Storytelling & Requirements: Translate product vision into Epic and Capability level user stories, ensuring clarity for engineering, QA, and design teams.
- Competitive & Market Analysis: Conduct in‑depth analysis of industry trends, competitor offerings, and emerging technologies to inform product strategy and positioning.
- Stakeholder Communication: Create executive‑level presentations, dashboards, and status reports that communicate progress, risks, and impact to senior leadership.
- Continuous Improvement: Leverage analytics, A/B testing, and customer feedback loops to iterate on features, optimize performance, and enhance the overall experience.
Essential Qualifications
- Master’s degree in Business, Engineering, Computer Science, or related field (MBA preferred).
- 3+ years of product management experience in digital domains such as web, mobile, virtual assistants, or conversational interfaces.
- Proven track record of translating business strategy into consumer‑facing digital products that deliver measurable results.
- Strong analytical skills with experience in financial modeling, competitive analysis, and predictive analytics.
- Excellent communication and presentation skills—capable of influencing executives, engineers, and customer‑service teams.
- Hands‑on experience with Agile frameworks (Scaled Agile, Scrum) and product tools (Jira, Jira Align, PowerBI).
- Technical fluency in software development and web technologies (HTML, CSS, JavaScript, APIs).
- Ability to thrive in a fast‑paced, ambiguous environment while maintaining a relentless focus on customer experience.
Preferred Qualifications
- Full product lifecycle management experience—from ideation to launch and post‑launch optimization.
- Proficiency in customer journey mapping and Voice of the Customer (VoC) tools such as Qualtrics or Medallia.
- Experience with Google Analytics, Quantum Metric, and data‑visualization tools.
- Advanced PowerPoint skills for building executive‑level decks.
- Experience working in a global, distributed organization with cross‑functional teams.
Core Competencies & Skills
- Customer‑Centric Mindset: Deep empathy for end users and a passion for solving their pain points.
- Strategic Thinking: Ability to see the big picture while managing day‑to‑day execution.
- Data‑Driven Decision Making: Comfortable turning metrics into insights and insights into action.
- Leadership & Influence: Inspire teams, negotiate priorities, and drive consensus across silos.
- Adaptability: Navigate change, pivot quickly, and maintain focus on outcomes.
- Collaboration: Work effectively with engineering, design, marketing, finance, and customer support.
Career Growth & Learning Opportunities
At brighthush, your career path is defined by your ambition, not by a rigid hierarchy. As a Product Manager, you will have the chance to:
- Lead cross‑functional initiatives that shape the company’s product portfolio.
- Mentor junior product managers and interns, fostering a culture of continuous learning.
- Participate in leadership development programs, including executive coaching and strategic workshops.
- Attend industry conferences, hackathons, and innovation labs to stay ahead of emerging trends.
- Move into senior product roles, product strategy, or even executive leadership based on performance and interest.
Work Environment & Culture
brighthush thrives on a culture of transparency, collaboration, and experimentation. Our teams work in a hybrid model that balances remote flexibility with in‑office collaboration. We celebrate achievements through peer recognition, hackathon challenges, and community service initiatives. Diversity and inclusion are core to our identity, and we actively support employee resource groups, mentorship programs, and continuous learning.
Compensation & Benefits
While the base salary for this role is competitive within the industry, we also offer:
- Performance‑based bonuses tied to product impact and customer satisfaction.
- Health, dental, and vision insurance plans.
- 401(k) matching and financial wellness resources.
- Unlimited paid time off and flexible work arrangements.
- Access to a global learning platform with courses in product management, data science, and leadership.
- Employee stock purchase plan to share in the company’s growth.
Ready to Make an Impact?
If you are a visionary product leader who thrives on turning customer insights into world‑class digital experiences, brighthush invites you to join our team. Bring your passion for innovation, your analytical rigor, and your collaborative spirit, and help us shape the future of entertainment for millions of customers worldwide.