Lead Customer Service Experience Manager – Escalation & Process Excellence in Global Clinical Care

About brighthush

brighthush is a global leader in life‑science solutions, dedicated to accelerating the discovery, development, and delivery of transformative therapies. Our mission is simple yet powerful: to unlock better evidence and improve patient outcomes worldwide. By combining cutting‑edge technology, data analytics, and a relentless focus on customer experience, we empower scientists, clinicians, and partners to bring life‑changing treatments to patients faster than ever before. At brighthush, every team member plays a pivotal role in this mission, and we celebrate diversity, inclusion, and continuous learning as the cornerstones of our culture.

Why This Role Matters

As the Lead Customer Service Experience Manager, you will be the linchpin between our customers, internal stakeholders, and the Customer Care team. Your strategic vision and hands‑on expertise will shape how we handle complex escalations, drive process improvements, and ultimately elevate the customer journey. In a fast‑paced, data‑driven environment, your leadership will ensure that every interaction reflects brighthush’s commitment to excellence, transparency, and innovation.

Key Responsibilities

• Escalation Leadership: Own the full lifecycle of high‑impact customer escalations—from identification to resolution—setting clear expectations and maintaining strong relationships with both customers and internal teams.
• Trend Analysis & Root‑Cause Discovery: Leverage data analytics to uncover escalation patterns, identify systemic root causes, and collaborate with product and engineering teams to implement corrective actions.
• Resolution Strategy Development: Partner with Customer Care Management to design, test, and roll out resolution frameworks that align with budgetary constraints, SOPs, and regulatory guidelines.
• Risk & Opportunity Management: Review escalation and business analysis reports to prioritize risks, maintain momentum, and surface data‑driven opportunities for process optimization.
• Stakeholder Collaboration: Engage with sponsors, clinical research associates, and site leads to deliver risk assessments, impact analyses, and executive‑level presentations.
• Governance & Project Leadership: Lead governance activities and special projects emerging from escalation meetings, ensuring alignment with broader process‑improvement initiatives.
• Team Development: Mentor and coach Customer Service Experience Coordinators and Managers, providing technical guidance, performance feedback, and career‑growth support.
• Continuous Improvement Champion: Drive a culture of continuous improvement by championing Lean, ITIL, and Agile principles across the Customer Care organization.

Essential Qualifications

• Bachelor’s degree in a technical field (e.g., electronics, engineering) or equivalent practical experience.
• Minimum 5 years of experience in escalation management, client success, or customer experience roles, preferably within clinical or life‑science environments.
• At least 4 years of proven leadership in a Customer Service Experience Manager or equivalent capacity.
• Strong familiarity with brighthush’s processes, tools, and Customer Care workflows.
• Professional certifications: LEAN, ITIL, or Agile (Scrum Master, Product Owner, etc.) are required.
• Advanced proficiency in Microsoft Office (Excel, PowerPoint, Word) and data‑analysis tools.
• Exceptional written and verbal communication skills in English; additional language proficiency is a plus.
• Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution strategies.
• Strong problem‑solving, organizational, and time‑management skills with a proven track record of meeting competing deadlines.
• Experience building collaborative relationships and anticipating customer needs to deliver actionable solutions.
• U.S. residency with the ability to work remotely.

Preferred Qualifications

• Experience in the clinical trials or regulated life‑science sector.
• Background in data science or advanced analytics (SQL, Tableau, Power BI).
• Knowledge of regulatory compliance frameworks (e.g., FDA, EMA, ISO 13485).
• Previous exposure to global customer support operations and multi‑regional escalation management.

Core Competencies & Skills

• Strategic Thinking: Ability to translate data insights into actionable business strategies.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a relentless drive to exceed expectations.
• Leadership & Influence: Proven track record of guiding cross‑functional teams and influencing senior stakeholders.
• Analytical Rigor: Strong quantitative skills to dissect trends, forecast risks, and measure impact.
• Change Management: Skilled at navigating organizational change and embedding new processes.
• Communication Excellence: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrives in a fast‑moving, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As Lead Customer Service Experience Manager, you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Structured learning paths in advanced analytics, regulatory compliance, and leadership coaching.
• Opportunities to spearhead cross‑departmental initiatives that shape the future of customer experience at brighthush.
• Global travel and collaboration with international teams, enhancing your cross‑cultural competence.
• Clear promotion tracks into senior operations, strategy, or global customer experience leadership roles.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and innovative workplace. Our culture is built on:

• Transparency: Open communication channels and data‑driven decision making.
• Empowerment: Employees are encouraged to take ownership and experiment with new ideas.
• Diversity & Inclusion: A vibrant community where every voice is heard and valued.
• Work‑Life Balance: Flexible remote work options and generous time‑off policies.
• Wellness & Support: Comprehensive health plans, mental‑health resources, and employee assistance programs.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and incentive plans.
• Health, dental, and vision insurance for employees and dependents.
• Life and disability coverage.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Tuition reimbursement and continuous learning stipend.
• Employee wellness programs, including gym memberships and mental‑health support.
• Remote work stipend and flexible work arrangements.

How to Apply

If you are ready to lead transformative customer experience initiatives and make a tangible impact on patient outcomes, we invite you to apply today. Join brighthush and help us shape the future of clinical science and patient care.