National Director of Customer Service Operations – Strategic Leadership, Experience Design & Team Excellence at brighthush

About brighthush

At brighthush, we are redefining the way organizations connect with their customers. As a market‑leading provider of innovative service solutions, we blend cutting‑edge technology with human‑centered design to deliver experiences that delight, retain, and grow our client base. Our mission is to empower brands to build lasting relationships through seamless, personalized, and proactive customer service. With a presence across the United States and a rapidly expanding footprint, brighthush is looking for a visionary leader to steer our national customer service strategy and set new standards of excellence.

Why This Role Matters

The National Director of Customer Service is a C‑level partner who will shape the future of how brighthush serves millions of end‑users every day. This role is not just about managing call centers; it is about crafting a holistic, omnichannel experience that aligns with our brand promise, drives revenue, and fuels employee engagement. As the chief architect of our service ecosystem, you will influence product development, marketing, sales, and technology roadmaps, ensuring that every customer touchpoint reflects the brighthush commitment to excellence.

Key Responsibilities

• Strategic Vision & Execution: Define, communicate, and execute a 3‑ to 5‑year national customer service strategy that supports business growth, brand positioning, and operational efficiency.
• Omnichannel Leadership: Oversee all service channels—including voice, chat, email, social media, SMS, and emerging AI‑driven platforms—ensuring seamless integration and consistent quality.
• Performance Management: Establish KPI frameworks (CSAT, NPS, FCR, AHT, employee engagement) and implement real‑time analytics dashboards to drive data‑informed decision making.
• Team Building & Culture: Recruit, mentor, and develop a high‑performing national team of managers, supervisors, and front‑line agents; champion a culture of empowerment, continuous learning, and customer obsession.
• Process Optimization: Lead Lean, Six Sigma, or similar continuous‑improvement initiatives to streamline workflows, reduce waste, and enhance service speed and accuracy.
• Technology Stewardship: Partner with the IT and Product teams to evaluate, implement, and refine CRM, workforce management, and AI/automation tools that elevate the customer journey.
• Budget & Resource Allocation: Own the national service budget, forecast staffing needs, negotiate vendor contracts, and ensure cost‑effective delivery without compromising quality.
• Stakeholder Collaboration: Serve as the primary liaison between customer service, sales, marketing, product, and legal to align initiatives, resolve escalations, and drive cross‑functional success.
• Compliance & Risk Management: Ensure all service operations adhere to regulatory standards (PCI, GDPR, CCPA, etc.) and maintain robust data‑privacy safeguards.
• Customer Advocacy: Translate customer insights into actionable recommendations for product enhancements, policy updates, and new service offerings.

Essential Qualifications

• 15+ years of progressive experience in customer service leadership, with at least 7 years overseeing national or multi‑state operations.
• Proven track record of scaling high‑volume contact center environments (minimum 5,000 concurrent interactions) while improving CSAT/NPS scores.
• Demonstrated expertise in omnichannel strategy, including voice, digital, and AI‑driven self‑service solutions.
• Strong analytical mindset with experience building and interpreting complex dashboards, predictive models, and ROI analyses.
• Advanced knowledge of workforce management, scheduling, and capacity planning tools.
• Exceptional communication and influencing skills; ability to present strategic concepts to C‑suite executives and board members.
• Bachelor’s degree in Business Administration, Management, or related field; MBA or equivalent advanced degree preferred.
• Experience with Lean, Six Sigma, or other process‑improvement methodologies; certification is a plus.
• Deep understanding of regulatory compliance frameworks relevant to customer data and communications.

Preferred Qualifications & Nice‑to‑Have Skills

• Master’s degree in Business, Organizational Psychology, or a technology‑focused discipline.
• Hands‑on experience with AI chatbots, natural language processing, and predictive routing technologies.
• Background in SaaS, fintech, or e‑commerce industries where rapid scaling and high‑touch service are critical.
• Proven ability to lead remote and hybrid teams across diverse geographic locations.
• Professional certifications such as Certified Customer Experience Professional (CCXP), PMP, or Certified Six Sigma Black Belt.
• Fluency in a second language (Spanish, French, Mandarin) to support multicultural customer bases.

Core Skills & Competencies

• Strategic Leadership: Visionary thinking paired with pragmatic execution.
• Customer‑Centric Mindset: Passion for turning customer feedback into business advantage.
• Data‑Driven Decision Making: Ability to translate metrics into actionable strategies.
• Change Management: Expertise guiding large‑scale transformations with minimal disruption.
• People Development: Coaching, mentoring, and talent‑pipeline creation.
• Technology Fluency: Comfort with CRM platforms (Salesforce, Zendesk), workforce management suites, and emerging AI tools.
• Financial Acumen: Budget stewardship and cost‑optimization expertise.
• Communication: Clear, persuasive storytelling for internal and external audiences.

Career Growth & Learning Opportunities at brighthush

Joining brighthush means stepping into a fast‑moving environment where innovation is celebrated and leadership is nurtured. As National Director, you will:

• Collaborate directly with the Executive Leadership Team, influencing company‑wide strategy.
• Gain exposure to cutting‑edge AI and automation projects that are reshaping the service industry.
• Access a robust professional development budget for conferences, certifications, and executive coaching.
• Lead a cross‑functional community of practice focused on customer experience excellence.
• Potentially transition into broader operational roles such as Chief Operating Officer or Vice President of Global Services as the organization expands.

Work Environment & Culture

brighthush prides itself on a culture that blends high performance with genuine care for people. Our national teams operate in modern, collaborative spaces equipped with flexible work‑from‑home options. We champion:

• Inclusivity: Diverse perspectives are celebrated; we maintain employee resource groups for under‑represented communities.
• Innovation Labs: Dedicated time each quarter for teams to prototype new service concepts.
• Well‑Being Programs: Mental‑health resources, fitness stipends, and generous paid time off.
• Recognition: Quarterly awards, peer‑nominated accolades, and transparent performance feedback loops.
• Community Impact: Volunteer days and partnerships with nonprofit organizations focused on digital inclusion.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive total‑reward package that includes:

• Base salary positioned at the top quartile for national service leadership roles.
• Performance‑based annual bonus tied to service metrics and company profitability.
• Equity participation – stock options or RSUs that align your success with brighthush’s growth.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• 401(k) plan with company match and financial wellness resources.
• Generous paid parental leave, flexible PTO, and paid holidays.
• Professional development stipend, tuition reimbursement, and access to industry certifications.
• Technology allowance for home office setup and ongoing equipment upgrades.
• Employee assistance program, wellness challenges, and on‑site fitness facilities at major hubs.

How to Apply

If you are a forward‑thinking leader who thrives on turning complex challenges into customer delight, we want to hear from you. Click the link below to submit your resume, cover letter, and any supporting materials that showcase your impact on national service operations.

Apply To This Job

Join the brighthush Vision

At brighthush, your leadership will shape the future of customer service for an entire nation. You will empower teams, delight millions of customers, and leave a lasting imprint on an industry that is evolving faster than ever. Take the next bold step in your career—apply today and become the catalyst for extraordinary experiences.