National Director of Customer Service Operations – Strategic Leadership, AI‑Enabled Service Excellence & Multi‑Brand Management

Welcome to brighthush – Pioneering a Lifetime of Oral Health™

At brighthush, we are more than a company; we are a community of innovators, problem‑solvers, and passionate professionals dedicated to transforming the dental industry. Our mission—delivering a Lifetime of Oral Health™—drives every decision, every product, and every interaction with our customers. We champion an inclusive, collaborative culture where diverse perspectives are not just welcomed but celebrated. Whether you are a seasoned leader or an emerging talent, brighthush invests in your growth, provides continuous learning opportunities, and empowers you to make a tangible impact every single day.

Why This Role Matters

As the National Director of Customer Service Operations, you will be the architect of a unified, high‑performing service function that spans multiple business units, product lines, and market segments. You will balance the need for centralized standards with the flexibility required to honor the unique identities of each brand under the brighthush umbrella. Your strategic vision will shape how we engage with dental professionals and patients, ensuring consistent, world‑class experiences while leveraging cutting‑edge technologies such as Artificial Intelligence to modernize service delivery.

Why You’ll Love Working at brighthush

• Impactful Scale: A medium‑sized organization that’s large enough to provide resources and stability, yet agile enough for you to see the direct results of your initiatives.
• Comprehensive Benefits: Full medical, dental, vision, 401(k) with company match, parental leave, paid holidays, generous PTO, short‑ and long‑term disability, employee assistance program, and more.
• Innovation at the Core: Lead AI‑driven projects that modernize customer interactions, automate routine tasks, and unlock new efficiencies.
• Leadership Visibility: Direct reporting line to the Chief Commercial Officer (CCO) and regular interaction with senior executives across the enterprise.
• Collaborative Environment: Work hand‑in‑hand with Marketing, Product Management, Sales, Commercial Excellence, and each business unit’s leadership team.

Who You’ll Work With

• Executive Sponsor: Chief Commercial Officer (CCO) – partner on strategic initiatives and performance reporting.
• Cross‑Functional Partners: Marketing, Product Management, Sales, Commercial Excellence – align service strategies with product launches, campaigns, and revenue goals.
• Business Unit Leaders: General Managers, Vice Presidents, Presidents – co‑create service priorities that reflect each unit’s market dynamics.
• Service Teams: Customer Service Managers, frontline agents, training specialists – recruit, develop, and inspire a high‑performing workforce.

Key Responsibilities

Strategy & Standardization

• Design and execute a national customer service strategy that aligns with brighthush’s corporate vision and the distinct goals of each business unit.
• Establish service‑level standards, quality benchmarks, and KPI frameworks (CSAT, NPS, First‑Contact Resolution, Average Handle Time, etc.) that are both consistent enterprise‑wide and adaptable to local nuances.
• Develop scalable playbooks, SOPs, and best‑practice guides that enable rapid onboarding and uniform execution across all brands.
• Identify and evaluate opportunities for centralizing shared services (e.g., knowledge bases, analytics, AI chatbots) while preserving decentralized capabilities where they add strategic value.

Operations & Technology

• Lead the selection, implementation, and continuous optimization of customer service platforms—including CRM, ticketing, voice, and chat solutions—ensuring seamless integration and real‑time data visibility.
• Champion AI‑enabled tools (e.g., predictive routing, virtual assistants, sentiment analysis) to automate routine inquiries, accelerate resolution times, and enhance the overall customer journey.
• Standardize training curricula, onboarding pathways, and quality‑assurance processes to guarantee consistent skill development and performance across all locations.
• Build and maintain executive dashboards that deliver granular, portfolio‑wide insights as well as unit‑by‑unit performance snapshots.
• Manage multi‑unit budgets, forecast expenditures, and drive cost‑efficiency initiatives without compromising service excellence.

Leadership & Cross‑Functional Strategy

• Recruit, mentor, and develop a network of Customer Service Managers and frontline teams, fostering a culture of continuous improvement and accountability.
• Construct a cohesive leadership hierarchy that spans multiple brands, geographies, and functional specialties.
• Serve as the primary escalation point for high‑priority or complex customer issues, ensuring swift resolution and learning loops.
• Collaborate with each business unit’s leadership to align service priorities with revenue targets, product roadmaps, and market positioning.
• Drive workforce planning, staffing models, and scheduling strategies that optimize coverage, reduce overtime, and maintain high employee engagement.

Essential Qualifications

• 10+ years of progressive experience in customer service leadership, preferably within a multi‑brand, multi‑unit environment.
• Proven track record of designing and scaling national service strategies that deliver measurable improvements in CSAT, NPS, and operational efficiency.
• Deep familiarity with modern CX technologies, including CRM platforms (Salesforce, Zendesk, etc.), AI‑driven chatbots, and analytics dashboards.
• Strong analytical mindset with the ability to translate data into actionable insights for senior leadership.
• Exceptional communication and influencing skills—able to partner with leaders who are not direct reports and drive consensus across functional silos.
• Demonstrated ability to manage sizable budgets and multi‑disciplinary teams across diverse geographic locations.
• Bachelor’s degree in Business Administration, Management, or a related field; MBA or equivalent advanced degree preferred.

Preferred Qualifications

• Experience in the dental, healthcare, or regulated consumer‑goods industries.
• Hands‑on experience implementing AI or machine‑learning solutions within a customer service context.
• Track record of leading successful change‑management initiatives in fast‑growing, entrepreneurial settings.
• Professional certifications such as Certified Customer Experience Professional (CCXP) or ITIL.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture while executing detailed, tactical plans.
• Leadership Presence: Inspires confidence, builds trust, and cultivates high‑performing teams.
• Data‑Driven Decision Making: Proficient in KPI analysis, dashboard creation, and performance reporting.
• Technology Savvy: Comfortable evaluating, deploying, and optimizing CX tech stacks.
• Customer‑Centric Mindset: Deep empathy for both external customers and internal stakeholders.
• Change Management: Skilled at guiding organizations through transformation while maintaining morale.
• Collaboration: Works seamlessly across Marketing, Product, Sales, and Operations to align objectives.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As National Director of Customer Service Operations, you will:

• Gain exposure to C‑suite decision‑making and influence company‑wide strategic direction.
• Lead enterprise‑wide AI initiatives that position you as a thought leader in next‑generation CX.
• Access a robust learning ecosystem—including executive coaching, tuition reimbursement, and industry conferences—to sharpen your leadership and technical expertise.
• Potentially advance to senior executive roles such as Vice President of Customer Experience or Chief Customer Officer as the organization continues to expand.

Compensation, Perks & Benefits

While exact figures are tailored to experience, successful candidates can expect a competitive base salary, performance‑based bonuses, and equity participation. Our comprehensive benefits package includes:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) plan with generous company match.
• Paid parental leave, generous paid time off, and paid holidays.
• Short‑ and long‑term disability insurance.
• Employee assistance program, wellness initiatives, and flexible work arrangements.
• Professional development stipend and tuition reimbursement.

Join brighthush and Shape the Future of Dental Care

If you are a decisive, technology‑forward leader with a passion for delivering exceptional customer experiences at scale, we invite you to bring your expertise to brighthush. This is your chance to build a legacy, influence an entire industry, and work alongside visionary colleagues who share your commitment to excellence.

Ready to make a lasting impact? and start your journey with brighthush today.