National Director of Customer Service Excellence – Driving Unified Experience & AI Innovation at brighthush
About brighthush
brighthush is a forward‑thinking, multi‑brand healthcare solutions provider that empowers dental professionals and their patients to achieve a lifetime of optimal oral health. With a portfolio that spans cutting‑edge dental products, digital tools, and patient‑centric services, brighthush operates as a holding company that nurtures innovation, collaboration, and a relentless focus on customer value. Our culture is built on bold thinking, inclusivity, and a bias for action—qualities that enable us to challenge the status quo and deliver transformative solutions across the dental ecosystem.
Why brighthush?
At brighthush, you’ll find a dynamic environment where your ideas shape the future of dental care. We celebrate diversity, encourage continuous learning, and reward impact. Whether you’re an experienced leader or an emerging talent, brighthush offers:
- Opportunity to lead a unified customer service function across multiple brands and markets.
- Access to state‑of‑the‑art technology, including AI‑powered customer engagement platforms.
- A collaborative, cross‑functional culture that values autonomy and accountability.
- Competitive compensation, comprehensive benefits, and a flexible remote work model.
- Clear career pathways, mentorship, and professional development programs.
Position Overview
We are seeking a visionary National Director of Customer Service to architect, standardize, and elevate the customer experience across brighthush’s diverse business units. This role demands a hands‑on leader who can balance centralized excellence with local flexibility, drive technology adoption, and influence senior leaders—without being their direct reports.
Key Responsibilities
- Strategic Leadership & Standardization
- Design and implement a cohesive customer service strategy that aligns with brighthush’s mission and business objectives.
- Define service level agreements, quality benchmarks, and KPIs (CSAT, NPS, first‑contact resolution, average handle time) that are scalable yet adaptable to each brand’s unique customer base.
- Develop playbooks, process maps, and training modules that can be replicated across units while preserving local nuances.
- Identify and execute on opportunities to centralize shared services versus maintaining decentralized capabilities.
- Operations & Technology Oversight
- Lead the selection, implementation, and continuous optimization of customer service technology—including CRM, ticketing, omnichannel chat, and AI‑chatbots.
- Ensure seamless integration across systems to provide a unified data view for analytics and reporting.
- Build executive‑level dashboards that deliver real‑time insights into portfolio performance and unit‑level metrics.
- Champion AI and automation initiatives to streamline workflows, reduce handling time, and enhance customer satisfaction.
- Manage budgets across multiple cost centers, ensuring cost efficiency without compromising service quality.
- Leadership & Cross‑Functional Collaboration
- Recruit, mentor, and develop a high‑performing team of customer service managers and agents across all brands.
- Establish a cohesive reporting hierarchy that spans multiple locations and product lines.
- Foster a culture of service excellence, continuous improvement, and customer‑centric thinking.
- Collaborate with Marketing, Product, Sales, and Commercial Excellence to align service priorities with broader business goals.
- Act as the escalation point for complex customer issues and lead cross‑unit resolution efforts.
- Drive change management initiatives during acquisitions, integrations, or process transformations.
- Strategic Analysis & Insight Generation
- Monitor industry trends, competitive dynamics, and regulatory changes that impact customer experience.
- Translate insights into actionable plans that capitalize on new opportunities and mitigate risks.
- Report on performance trends, risk indicators, and improvement opportunities to the executive leadership team.
- Additional Duties
- Stay abreast of emerging technologies and best practices in customer service.
- Perform other related duties as assigned to support brighthush’s growth.
Essential Qualifications
- Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
- 8+ years of progressive customer service leadership, with at least 3–5 years managing multi‑site, multi‑brand, or multi‑business unit teams.
- Experience in a holding company, franchise, multi‑brand retail/consumer, or private‑equity portfolio environment.
- Proven track record of standardizing processes across diverse teams while preserving local autonomy.
- Exceptional stakeholder management skills—able to influence senior leaders who are not direct reports.
- Strong analytical mindset with the ability to translate data into strategic actions.
- Excellent written and verbal communication skills across all organizational levels.
- Demonstrated project management expertise, including cross‑functional initiatives.
- Bias for action, sense of urgency, and resilience in a fast‑paced, entrepreneurial setting.
- Fluency in English; additional languages are a plus.
Preferred Qualifications
- Experience leading AI or automation projects in customer service.
- Familiarity with dental industry products and services.
- Knowledge of regulatory compliance related to healthcare customer interactions.
- Experience managing remote or distributed teams.
- Advanced proficiency in CRM platforms (e.g., Salesforce, HubSpot), Excel, PowerPoint, and data visualization tools.
Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Customer‑Centric Mindset & Empathy
- Change Management & Adaptability
- Data‑Driven Decision Making
- Technology Adoption & Digital Fluency
- Team Building & Coaching
- Cross‑Functional Collaboration
- Budgeting & Financial Acumen
- Conflict Resolution & Escalation Management
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to evolve with your ambitions. As National Director, you will:
- Lead high‑impact initiatives that shape the company’s customer experience strategy.
- Gain exposure to senior leadership and strategic decision‑making.
- Participate in executive‑level mentorship programs and leadership development workshops.
- Explore opportunities to transition into broader operational or corporate strategy roles.
- Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
Work Environment & Culture
brighthush embraces a fully remote work model, empowering you to work from anywhere while staying connected through collaborative tools. We value:
- Self‑motivation, organization, and accountability.
- Clear communication and regular virtual check‑ins.
- Work‑life balance, with flexible hours and generous paid time off.
- Inclusive, respectful, and high‑energy culture that celebrates diversity.
Compensation & Benefits
While specific figures are tailored to experience and market, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with industry standards.
- Performance‑based bonuses and equity opportunities.
- Comprehensive health, dental, and vision coverage.
- 401(k) plan with company match.
- Parental leave, paid holidays, and paid time off.
- Short‑term and long‑term disability insurance.
- Employee assistance program and wellness resources.
- Professional development stipend and tuition reimbursement.
Travel Requirements
Up to 20% travel is expected for regional meetings, conferences, and on‑site visits to business units.