Remote Consumer Customer Support Manager – Order Management, Team Leadership & Continuous Improvement in the Automotive & Tire Industry

Introduction

At brighthush, we are redefining the way consumers experience automotive products. With a global footprint that spans more than 50 production facilities and a dedicated workforce of over 55,000 employees, brighthush is at the forefront of delivering high‑quality tires and automotive solutions across the Americas. We are looking for a dynamic, results‑driven Consumer Customer Support Manager to join our remote team and lead the charge in optimizing order flow, enhancing customer satisfaction, and driving operational excellence.

As a remote role open to candidates across the United States, you will have the flexibility to work from anywhere while collaborating with cross‑functional teams in Sales, Supply Chain, Distribution, and Customer Success. Your leadership will directly impact how quickly and accurately orders are processed, shipped, and delivered to our wholesale partners, strategic accounts, and club channels.

Key Responsibilities

• Lead Daily Operations: Oversee the end‑to‑end order management process, ensuring that customer support and shipment execution activities run smoothly every day.
• Optimize Order Visibility: Provide real‑time visibility into order flow within SAP, proactively identifying and removing bottlenecks to guarantee timely processing.
• Drive Continuous Improvement: Identify opportunities for operational enhancements, develop action plans, and lead execution to increase efficiency and reduce cycle times.
• Resolve Backorders: Partner with team members to troubleshoot backorders, improve order fill rates, and maintain high service levels.
• Manage Product Transitions: Support new product launches and transitions, ensuring minimal disruption to customers and seamless integration into existing processes.
• Enhance Communication: Improve responsiveness across phone and email channels, setting clear expectations and ensuring timely follow‑ups.
• Align Shipments with Forecasts: Maximize shipments in line with monthly forecasts, annual plans, and growth targets, balancing capacity and cost.
• Coordinate Peak Seasons: Lead cross‑functional coordination during high‑volume periods (e.g., winter tire demand) to balance service levels and transportation costs.
• Collaborate with Stakeholders: Work closely with Sales, Supply Chain, and Distribution teams to align priorities and resolve issues quickly.
• Engage Key Customers: Conduct performance reviews with key customers, analyze metrics, and identify improvement opportunities.
• Establish Standards: Develop and maintain policies, procedures, and best practices to ensure consistent execution across all teams.
• Leverage Data Analytics: Monitor KPIs, analyze data, and use insights to drive decision‑making and continuous improvement.
• Build High‑Performing Teams: Recruit, hire, and develop a talented team of order management professionals.
• Develop Talent: Create individualized development plans aligned with business objectives and provide ongoing coaching, feedback, and performance management.
• Promote Collaboration: Partner with peer managers to share best practices, promote consistency, and support overall team success.

Essential Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations, or a related field.
• Minimum of 6 years of experience in a customer‑facing role within the automotive or tire industry.
• 3–5 years of proven leadership or management experience, ideally in order management or customer support.
• Strong track record of developing high‑performing teams and driving measurable performance improvements.
• Proficiency with SAP, Tableau, and Microsoft Office Suite (Excel, PowerPoint, Outlook).
• Excellent communication, problem‑solving, and cross‑functional collaboration skills.
• Ability to thrive in a fast‑paced, remote environment while maintaining a high level of accountability and self‑motivation.

Preferred Qualifications

• Experience with advanced analytics tools (e.g., Power BI, SQL) to support data‑driven decision making.
• Knowledge of lean manufacturing principles and continuous improvement methodologies (Six Sigma, Kaizen).
• Prior experience managing remote or distributed teams.
• Familiarity with global supply chain dynamics and logistics optimization.
• Demonstrated ability to manage change during product transitions or market expansions.

Skills & Competencies

• Strategic Thinking: Ability to align operational initiatives with broader business goals.
• Analytical Mindset: Strong data interpretation skills to uncover trends and root causes.
• Customer‑Centric Focus: Commitment to delivering exceptional service and building lasting relationships.
• Leadership Presence: Inspiring confidence in teams and stakeholders through clear vision and decisive action.
• Change Management: Skilled at guiding teams through transitions and fostering adaptability.
• Process Optimization: Expertise in mapping, redesigning, and automating processes for maximum efficiency.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Consumer Customer Support Manager, you will:

• Participate in leadership development programs that sharpen strategic and operational skills.
• Access a robust learning platform with courses in supply chain analytics, advanced SAP, and customer experience design.
• Engage in cross‑functional projects that expose you to Sales, Distribution, and Product Development teams.
• Earn certifications such as Six Sigma Green Belt or SAP Certified Application Associate.
• Benefit from mentorship by senior leaders who have shaped the industry.

Work Environment & Company Culture

While you will be working remotely, you will be part of a vibrant, inclusive culture that values collaboration, innovation, and continuous improvement. brighthush offers:

• Regular virtual town halls and team‑building events.
• A culture of transparency where ideas are welcomed and feedback is constructive.
• Flexible work hours that support work‑life balance.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Community outreach programs that allow employees to give back through volunteering and corporate social responsibility initiatives.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to team and company metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building activities.

Why Join brighthush?

By stepping into the role of Consumer Customer Support Manager, you will:

• Lead a critical function that directly influences customer satisfaction and revenue growth.
• Shape the future of order management in a leading automotive and tire company.
• Work with cutting‑edge technology and data analytics to drive operational excellence.
• Be part of a global organization that values innovation, sustainability, and community impact.
• Enjoy the flexibility of remote work while staying connected to a supportive, high‑performing team.

Apply Today

Ready to make a tangible impact on the customer experience and drive operational excellence at brighthush? Submit your application through the link below and join a team that is passionate about delivering quality, service, and innovation.