Field Customer Experience & Productivity Leader – Driving Voice of Customer Excellence, Quality Management, and Operational Efficiency for brighthush’s Global Field Services

About brighthush and the Energy Future

At brighthush, we are on a mission to accelerate the transition to a cleaner, more reliable, and affordable energy landscape. Our solutions empower utilities, industrial customers, and communities to harness sustainable power while safeguarding health, safety, and security. As a global leader in energy services, brighthush is committed to innovation, operational excellence, and a culture that values every team member’s contribution.

Why This Role Matters

As the Field Customer Experience & Productivity Leader, you will be the linchpin that connects customer insights, field execution, quality systems, and productivity initiatives. Your strategic vision and hands‑on leadership will shape how brighthush delivers world‑class service, reduces costs, and continuously improves field operations across continents.

Key Responsibilities

• Voice of Customer (VOC) Leadership: Design, launch, and manage global VOC programs that capture real‑time customer feedback, translate insights into actionable improvement plans, and track progress through robust dashboards.
• Quality Management System (QMS) Ownership: Lead the development, implementation, and governance of brighthush’s field services QMS, ensuring compliance with industry standards and internal policies.
• Customer Survey Action Management: Own the end‑to‑end cycle of customer survey actions—identifying root causes, coordinating cross‑functional teams, and closing action plans within agreed timelines.
• Field Defect & Failure Management: Oversee the systematic tracking of field defects, failures, and escapes; drive root‑cause analysis, corrective actions, and preventive measures.
• Lessons Learned & Read‑Across: Establish mechanisms to capture lessons learned from field incidents and deploy best practices across regions to prevent recurrence.
• Cross‑Functional Collaboration: Provide actionable feedback to Commercial, Product Line, and Costing teams; partner with Engineering and Product groups to resolve recurring customer issues.
• Productivity Improvement: Design and execute productivity programs that reduce labor hours, increase contribution margin, and enhance field execution consistency.
• Supplier Performance & Cost Optimization: Lead supplier performance reviews, negotiate savings initiatives, and identify third‑party cost reduction opportunities.
• Continuous Monitoring (CM) Enhancement: Support CM improvement initiatives to ensure real‑time visibility into field performance and proactive issue resolution.
• Standard Work Adoption: Champion the adoption of standard work practices, ensuring field teams operate with consistency and efficiency.

Essential Qualifications

• Bachelor’s degree from an accredited institution or a High School Diploma/GED with a minimum of 10 years of experience in controls.
• Minimum 4 years of hands‑on experience with brighthush Control Products and Mark VIe systems across Services, Engineering, Commercial Operations, Project Management, or Field Execution.
• Strong analytical skills with the ability to translate data into actionable insights.
• Proficiency in Microsoft Office Suite, Power BI, and digital reporting tools.
• Excellent written and verbal communication skills, with the ability to influence stakeholders at all levels.
• Demonstrated leadership experience in driving cross‑functional initiatives.

Preferred Qualifications

• 10+ years of experience with brighthush Controls Product Systems (Mark VI, Mark VIe, LCI, EX2100, static starter, and turbine control systems).
• 6+ years of experience in OT Cyber Security, Field Engineering, OTR Engineering, or Controls Lifecycle Services.
• Proven knowledge of outage readiness methodologies and risk mitigation strategies.
• Experience leading large‑scale quality and productivity improvement programs.
• Background in continuous improvement frameworks such as Lean, Six Sigma, or Kaizen.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making: Comfort with analytics, KPI development, and performance dashboards.
• Change Management: Proven track record of leading organizational change and driving adoption.
• Stakeholder Management: Skilled at building relationships with customers, suppliers, and internal teams.
• Problem Solving: Strong root‑cause analysis skills and a proactive approach to issue resolution.
• Project Leadership: Experience managing multiple concurrent projects with cross‑functional teams.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the energy sector itself. As the Field Customer Experience & Productivity Leader, you will:

• Lead high‑impact initiatives that shape the future of field services worldwide.
• Collaborate with senior executives and industry experts, gaining exposure to strategic decision‑making.
• Access continuous learning programs, including certifications in Lean Six Sigma, project management, and cybersecurity.
• Participate in global mobility opportunities, allowing you to work with teams across different regions.
• Earn recognition through brighthush’s leadership development tracks and performance‑based rewards.

Work Environment & Culture

brighthush fosters a culture of inclusivity, innovation, and accountability. Our remote‑first approach means you can work from anywhere in the United States while staying connected to a vibrant global community. We value:

• Collaboration across disciplines and geographies.
• Continuous improvement and a bias for action.
• Work‑life balance, supported by flexible schedules and generous time‑off policies.
• Recognition of diverse perspectives and a commitment to equal opportunity.

Compensation & Benefits

The base salary for this position ranges from $91,400 to $152,200, with geographic differentials of 110%, 120%, or 130% in select markets. Additional compensation includes a discretionary annual bonus and a comprehensive benefits package:

• Medical, dental, vision, and prescription drug coverage.
• 24/7 nurse‑based health coach and Employee Assistance Program.
• 401(k) retirement savings plan with company matching and additional retirement contributions.
• Tuition assistance, adoption assistance, paid parental leave, disability benefits, and life insurance.
• 12 paid holidays and flexible time‑off policies.

How to Apply

Ready to lead the next wave of customer experience and productivity excellence at brighthush? Submit your application today and join a team that is redefining the future of energy.