Remote Staff Product Manager – Customer Operations & Support Experience at brighthush

About brighthush

brighthush is a trailblazing marketplace that empowers independent creators, artisans, and entrepreneurs to showcase their unique products to a global audience. Since our founding in 2005, we have grown into a vibrant community of over 10,000 sellers and millions of buyers, all connected through a seamless digital storefront that celebrates creativity, sustainability, and community. Our mission is simple yet powerful: to make commerce more human, more accessible, and more rewarding for everyone involved.

At brighthush, we believe that the heart of any great marketplace lies in the quality of its customer experience. Whether a buyer is searching for a one‑off piece of jewelry or a seller is troubleshooting a listing issue, we strive to provide support that is fast, reliable, and genuinely helpful. To achieve this, we are building a world‑class Customer Operations team that blends data‑driven insights, cutting‑edge technology, and a deep empathy for our users.

Why This Role Matters

As a Remote Staff Product Manager for Customer Operations, you will be the visionary and execution engine behind the next generation of support tools that power our marketplace. You will shape the product roadmap, collaborate with cross‑functional teams, and drive initiatives that reduce friction, increase resolution speed, and elevate satisfaction for both buyers and sellers. Your work will directly influence the experience of millions of users, ensuring that every interaction with brighthush feels intuitive, trustworthy, and delightful.

Key Responsibilities

• Product Vision & Strategy – Own the end‑to‑end product lifecycle for Customer Operations, from ideation through launch and iteration. Define a clear, data‑backed vision that aligns with brighthush’s broader business goals.
• Cross‑Functional Leadership – Partner closely with Design, Engineering, Data Science, Marketing, and Customer Success to translate user needs into actionable product requirements. Facilitate workshops, sprint planning, and retrospectives to keep momentum high.
• User‑Centric Design – Champion a user‑first mindset by integrating qualitative research (interviews, usability tests) and quantitative analytics (KPIs, cohort studies) into every decision. Ensure that new features are intuitive, accessible, and scalable.
• Roadmap Prioritization – Build and maintain a dynamic product roadmap that balances short‑term wins with long‑term strategic initiatives. Use frameworks such as RICE, MoSCoW, or WSJF to prioritize features based on impact, effort, and risk.
• Data‑Driven Decision Making – Leverage A/B testing, cohort analysis, and customer feedback loops to validate hypotheses and measure success. Know when to rely on data and when to trust intuition.
• Stakeholder Communication – Present product updates, trade‑offs, and risk assessments to senior leadership and external partners. Translate complex technical details into clear, actionable insights.
• Continuous Improvement – Champion a culture of experimentation, learning, and rapid iteration. Own post‑launch reviews and iterate on features to maximize value.
• Innovation & Emerging Tech – Explore AI‑powered support agents, chatbots, and self‑service tools that can scale support operations while maintaining a human touch.

Essential Qualifications

• 10+ years of product management experience, with at least 5 years in a senior or staff role leading complex, user‑facing initiatives.
• Proven track record of launching successful products that scale to millions of users.
• Deep understanding of customer support workflows, ticketing systems, and self‑service platforms.
• Experience working in a fast‑paced, data‑driven environment with cross‑functional teams.
• Strong analytical skills: ability to synthesize large data sets, run experiments, and derive actionable insights.
• Excellent communication skills: comfortable presenting to executives, writing clear product specs, and facilitating workshops.
• Passion for solving ambiguous problems and turning them into clear, actionable product plans.
• Experience with AI or chatbot technologies in a customer support context is a strong plus.
• Remote work experience: self‑motivated, disciplined, and adept at collaborating across time zones.

Preferred Qualifications

• Background in e‑commerce or marketplace platforms.
• Experience with customer success metrics such as CSAT, NPS, first‑response time, and resolution time.
• Familiarity with agile methodologies (Scrum, Kanban) and product tools (Jira, Confluence, Figma).
• Knowledge of AI/ML concepts and how they can be applied to customer support.
• Experience building or scaling support teams in a remote or hybrid setting.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while paying attention to detail.
• Leadership & Influence – Inspire and guide cross‑functional teams without direct authority.
• Customer Empathy – Deeply understand buyer and seller pain points and translate them into product solutions.
• Data Fluency – Comfortable working with SQL, Python, or similar tools to extract insights.
• Project Management – Manage timelines, budgets, and resources effectively.
• Adaptability – Thrive in a rapidly changing environment and pivot when necessary.
• Communication – Articulate complex ideas clearly to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our product leaders. As a Staff Product Manager, you will:

• Lead high‑impact initiatives that shape the future of our marketplace.
• Mentor junior product managers and cross‑functional teammates.
• Participate in leadership forums and strategy sessions.
• Attend industry conferences, workshops, and hackathons to stay ahead of emerging trends.
• Access a curated learning library covering product strategy, data science, AI, and design thinking.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote‑first culture means you can work from anywhere in the United States while staying connected through:

• Weekly all‑hands video calls and asynchronous updates.
• Dedicated Slack channels for product, design, engineering, and support.
• Quarterly virtual retreats that bring the team together for brainstorming and team building.
• Flexible work hours that respect personal life and productivity rhythms.
• A culture that celebrates experimentation, learning from failure, and celebrating wins.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior product leaders.
• Annual performance bonus tied to individual and company goals.
• Equity package granting you a stake in brighthush’s growth.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and a generous parental leave policy.
• Professional development stipend and access to industry conferences.
• Optional on‑site visits to our headquarters for those within commuting distance, with occasional travel for remote candidates.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven community that values creativity, inclusivity, and impact. You’ll work alongside passionate individuals who are redefining the future of e‑commerce, one product at a time. Your ideas will shape how millions of buyers and sellers interact with the platform, and your leadership will help us scale support operations to new heights.

We are looking for a visionary product leader who is ready to tackle complex, ambiguous problems and turn them into elegant, scalable solutions. If you thrive in a fast‑moving environment, love data‑driven decision making, and are passionate about creating exceptional customer experiences, we want to hear from you.

Ready to Apply?

Take the next step in your career and help us build the future of customer support at brighthush. Click the link below to submit your application and join a team that is as ambitious as you are.