National Director of Customer Service Excellence – Leading Unified CX Strategy Across Multi‑Brand Portfolio

About brighthush

brighthush is a forward‑thinking, growth‑oriented leader in the dental health industry, dedicated to delivering innovative solutions that empower dental professionals and improve patient outcomes worldwide. With a portfolio that spans premium dental products, cutting‑edge technology, and comprehensive service offerings, brighthush has built a reputation for quality, reliability, and a relentless focus on customer experience. Our mission is simple yet profound: to create a lifetime of oral health for every patient, every day.

At brighthush, we believe that the best products are only as good as the people who use them. That’s why we invest heavily in our people, fostering a culture of collaboration, continuous learning, and bold innovation. Whether you’re a seasoned industry veteran or an emerging talent, you’ll find a place to grow, lead, and make a tangible impact.

Position Overview

We are seeking an ambitious, hands‑on National Director of Customer Service to architect, standardize, and elevate the customer service function across our diverse business units. This role is pivotal in ensuring that every customer interaction, whether it occurs through a call center, live chat, or email, reflects the same high standards of excellence that define the brighthush brand.

Key Responsibilities

• Strategic Leadership & Standardization
  • Design and implement a unified customer service strategy that aligns with brighthush’s overall business objectives.
  • Develop service level agreements (SLAs), quality benchmarks, and KPIs that are scalable across multiple brands while allowing for local nuances.
  • Identify which functions should be centralized as shared services and which should remain decentralized to preserve brand autonomy.
  • Champion a culture of continuous improvement, data‑driven decision making, and customer‑centric thinking.
• Operations & Technology Management
  • Lead the selection, implementation, and optimization of customer service technology, including CRM, ticketing, and omnichannel platforms.
  • Drive the integration of Artificial Intelligence (AI) tools to automate routine inquiries, enhance self‑service options, and provide agents with real‑time insights.
  • Standardize training, onboarding, and quality assurance processes across all business units.
  • Build executive‑level dashboards that provide real‑time visibility into performance metrics and trend analysis.
  • Manage budgets across multiple cost centers, ensuring cost efficiency without compromising service quality.
• Leadership & Cross‑Functional Collaboration
  • Recruit, mentor, and develop a high‑perform Apply for this job