Seasoned Remote Operations Manager – Customer Success & Strategic Support – Driving Excellence in Student Transportation at brighthush

About brighthush

At brighthush, we are on a relentless mission to eliminate transportation barriers that keep children from reaching their full potential. By connecting dedicated, caring adults with students who face homelessness, foster care, or special needs, we provide safe, reliable, and personalized rides that go beyond the traditional school bus model. Our drivers are often former teachers, nurses, caregivers, and community volunteers who bring empathy, professionalism, and a genuine desire to make a difference in every student’s life.

Our culture is built on three core values: Excellence Everywhere, Driven to Learn, and Trust is Everything. These principles guide everything we do—from the way we train our drivers to the way we collaborate across teams. We believe that a supportive, inclusive, and values‑driven environment is the foundation for delivering exceptional service to students, families, and educators.

Why Join brighthush?

• Make a tangible, positive impact on the lives of children and their families.
• Work in a fast‑paced, high‑growth environment that rewards initiative and innovation.
• Enjoy a flexible, remote work arrangement that supports work‑life balance.
• Benefit from a comprehensive compensation package that includes competitive salary, health insurance, 401(k), paid time off, and a home‑office stipend.
• Grow your career with clear pathways to senior leadership roles and ongoing learning opportunities.
• Be part of a community that values trust, continuous improvement, and excellence in everything we do.

Introduction to the Role

As the Remote Operations Manager – Customer Success & Strategic Support, you will be the linchpin that keeps our daily operations running smoothly while ensuring the highest level of satisfaction for students, families, and district partners. Your role is dynamic, hands‑on, and highly collaborative, requiring you to balance data‑driven decision making with compassionate leadership.

Key Responsibilities

Below is a detailed breakdown of what you’ll be doing day‑to‑day:

• Data‑Driven Leadership: Partner with the Director of Operations to analyze operational metrics—fulfillment rate, on‑time arrivals, driver and district satisfaction—and develop a weekly action plan that drives continuous improvement.
• Regional & Functional Oversight: Step into specific geographies, projects, or functions as needed, providing manager‑level guidance when a regional manager is absent or when additional support is required.
• Escalation Management: Lead on‑call shifts to resolve high‑priority escalations from districts, guardians, or drivers, ensuring swift resolution and maintaining strong relationships.
• Routing & Change Support: Oversee routing and change requests, ensuring new and existing student rides are implemented efficiently and accurately.
• Team Coaching & Accountability: Provide direction, feedback, and accountability to assistants, coordinators, and specialists, fostering a culture of excellence and continuous improvement.
• Recruitment & Onboarding: Support the hiring process—screening, interviewing, onboarding, and training—of new operations team members across all levels.
• Strategic Collaboration: Work closely with other managers and the Director of Operations on strategic initiatives, process improvements, and cross‑functional projects.
• Leadership Team Participation: Serve as a member of the Operations Leadership Team, contributing to department‑wide strategic planning, budgeting, forecasting, and decision‑making.
• Core Value Champion: Model calm, solutions‑oriented leadership and coach staff through conflict resolution, while embodying brighthush’s core values and holding others accountable.

Essential Qualifications

• Minimum 5 years of relevant experience, with at least 3–5 years in a leadership or management role within operations, logistics, or a related field.
• Bachelor’s degree (or higher) in Business Administration, Operations Management, or a related discipline.
• Proven ability to analyze complex data sets and translate insights into actionable plans.
• Exceptional written and verbal communication skills, capable of engaging diverse stakeholders—from drivers and district partners to senior leadership.
• Strong proficiency with online platforms, data tracking tools, and remote team collaboration software.
• Demonstrated experience providing feedback, coaching, and performance management across multiple levels.
• Reliable home office setup: computer with camera and microphone, high‑speed internet connection.
• Ability to travel up to 30% of the time, including annual trips for training and partnership meetings.
• Exhibition of all manager‑level competencies on the brighthush Core Competencies framework.

Preferred Qualifications

• Master’s degree in a relevant field.
• In‑depth knowledge of pupil transportation industry processes, regulations, and best practices.
• High‑level routing and dispatching experience, preferably in a transportation or logistics context.
• Background in customer service or account management, with a track record of building and maintaining strong client relationships.
• Minimum of 2 years of full‑time remote work experience (excluding temporary remote arrangements due to COVID or hybrid setups).

Key Skills & Competencies

• Leadership & Influence: Ability to lead without direct reports, inspire trust, and set clear expectations.
• Analytical Thinking: Strong problem‑solving skills, data‑driven decision making, and a knack for uncovering root causes.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrives in ambiguity, quickly pivots priorities, and remains calm under pressure.
• Relationship Building: Builds genuine trust with drivers, district partners, and internal teams.
• Tech Savvy: Comfortable navigating multiple online platforms, data dashboards, and remote collaboration tools.
• Detail Orientation: Meticulous follow‑through, ensuring nothing slips through the cracks.
• Energetic & Enthusiastic: Brings positivity, energy, and a connector mindset to every interaction.
• Core Value Alignment: Embodies brighthush’s values and holds others accountable.

Work Environment & Culture

brighthush operates as a remote, small‑business environment that values flexibility, autonomy, and collaboration. Your primary work hours will be 40–55 hours per week, with a preferred schedule of 9:00 am–5:30 pm Central Time to support Eastern, Central, and Western U.S. time zones. Depending on business needs, your shift may vary from 6:00 am EST to 6:00 pm PST. While we offer paid holidays, you may occasionally be required to work on a holiday if routes are running; in return, you will receive a compensatory day off at a later date.

Compensation & Benefits

• Competitive Salary: $67,500–$70,500 per year, commensurate with experience.
• Health & Wellness: Comprehensive health insurance plans covering medical, dental, and vision.
• Retirement: 401(k) plan with company match.
• Paid Time Off: 120 hours accrued per year, plus 13 paid company‑wide holidays.
• Home‑Office Stipend: $250 annual stipend to support your remote workspace.
• Professional Development: Access to training, conferences, and learning resources to advance your career.
• Travel Opportunities: Annual travel to train new staff and meet key district partners.
• Inclusive Culture: A supportive, caring, and values‑driven environment that celebrates diversity and inclusion.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As you demonstrate leadership, strategic thinking, and operational excellence, you will be considered for higher‑level roles such as Director of Operations, Vice President of Customer Success, or Chief Operating Officer. We also invest in continuous learning—offering mentorship, cross‑functional projects, and access to industry conferences—to ensure you grow both personally and professionally.

How to Apply

If you are a proactive, customer‑focused leader who thrives in a dynamic, remote setting and is eager to make a lasting impact on children’s lives, we want to hear from you. Please submit your resume and a cover letter that highlights your relevant experience and why you’re excited about this role at brighthush.

Ready to join our mission? Apply to this role at brighthush.

Closing Statement

At brighthush, your work will directly influence the daily journeys of students who need reliable, compassionate transportation. You will be part of a team that values excellence, continuous learning, and trust—principles that guide every decision we make. If you’re ready to lead, innovate, and help shape the future of student transportation, we invite you to apply and become a vital part of our mission.