Seasoned Senior Customer Experience & Operations Leader – Championing Call Center Excellence, Compliance Mastery, Process Innovation, and Digital Transformation at brighthush

About brighthush – Pioneering Compassionate Care Through Innovation

brighthush stands at the intersection of heartfelt service and cutting‑edge technology, redefining how seniors experience health and wellness. Our mission is simple yet profound: empower seniors to live their best lives while ensuring every interaction meets the highest standards of quality, compliance, and empathy. With a culture rooted in integrity, collaboration, and an unwavering focus on member outcomes, we are a trailblazer in Medicare Advantage and managed‑care solutions. If you are a seasoned operations leader who thrives on measurable impact, we invite you to join our dynamic team and help shape the future of senior care.

Why This Role Matters

In the rapidly evolving landscape of senior health services, the customer experience is the linchpin that connects policy, technology, and human touch. As the Senior Customer Experience & Operations Leader, you will be the strategic engine that propels our call center and member services teams toward unparalleled excellence. Your decisions will directly influence member satisfaction, regulatory compliance, and operational cost efficiency—key metrics that determine our competitive edge and our ability to deliver on our promise of compassionate care.

Role Overview

As the Senior Customer Experience & Operations Leader, you will design, implement, and continuously refine processes that elevate first‑call resolution, reduce call volume, and enhance overall service quality—all while upholding the strictest compliance standards. You will lead cross‑functional collaboration, inspire a culture of continuous improvement, and drive the digital transformation agenda that keeps brighthush at the forefront of senior care.

Key Responsibilities

• Strategic Operational Leadership: Develop and execute forward‑looking operational strategies that drive first‑call resolution, reduce average handle time, and elevate member satisfaction scores.
• Team Building & Coaching: Recruit, mentor, and retain a high‑performing team of customer service representatives and supervisors. Foster accountability, professional growth, and a culture of excellence.
• Compliance & Quality Assurance: Ensure all interactions meet Medicare Advantage, managed‑care, and regulatory standards. Conduct audits, analyze findings, and implement corrective actions.
• Data‑Driven Decision Making: Leverage CRM analytics, workforce management tools, and performance dashboards to identify trends, forecast staffing, and optimize operations.
• Cross‑Functional Collaboration: Partner with IT, Marketing, Clinical Services, Finance, and other stakeholders to align customer experience initiatives with organizational goals.
• Project Management: Lead cross‑functional projects from concept to execution, ensuring timely delivery and measurable impact.
• Continuous Improvement: Champion Lean Six Sigma and other process‑improvement methodologies to streamline workflows, reduce waste, and boost member satisfaction.
• Stakeholder Communication: Prepare executive‑level reports, dashboards, and presentations on KPIs, risks, and improvement plans.

Essential Qualifications

• Minimum 5 years in a call center or member services environment, with at least 3 years in a leadership or operational role.
• Deep knowledge of Medicare Advantage or managed‑care operations, including regulatory compliance frameworks.
• Proven track record of leading initiatives that improve first‑call resolution, CSAT, and cost efficiency.
• High school diploma or GED; bachelor’s degree in Business Administration, Healthcare Management, or related field preferred.
• Advanced proficiency in CRM systems (e.g., brighthush), workforce management tools (e.g., brighthush), and brighthush Office Suite.
• Exceptional analytical, problem‑solving, and decision‑making skills.
• Strong communication and interpersonal abilities, with experience managing diverse teams.
• Demonstrated ability to thrive in a fast‑paced, compliance‑driven environment.

Preferred Qualifications

• Lean Six Sigma or other process‑improvement certifications.
• Knowledge of data privacy regulations (HIPAA, GDPR) and experience implementing compliance controls.
• Experience managing remote or hybrid teams.
• Advanced certifications in customer service management or healthcare operations.

Skills & Competencies

• Leadership & Coaching: Inspire teams, cultivate continuous learning, and drive high performance.
• Strategic Thinking: Align customer experience initiatives with business objectives and long‑term vision.
• Analytical Acumen: Translate data into actionable insights and operational improvements.
• Project Management: Manage multiple projects simultaneously, ensuring deadlines and budgets are met.
• Customer‑Centric Mindset: Deliver exceptional member experiences at every touchpoint.
• Adaptability: Navigate change, ambiguity, and evolving priorities with agility.

Key Performance Indicators (KPIs)

• First‑Call Resolution Rate – Target: 85%+
• Average Handle Time – Target: 4 minutes or less
• Customer Satisfaction Score (CSAT) – Target: 90%+
• Net Promoter Score (NPS) – Target: 70+
• Compliance Audit Pass Rate – Target: 100%
• Employee Engagement Score – Target: 80%+

Technology Stack

brighthush harnesses a suite of advanced technologies to empower our teams and safeguard member data. You will be expected to master:

• CRM platform – brighthush
• Workforce management – brighthush
• Analytics and reporting – brighthush
• Quality monitoring – brighthush
• Collaboration tools – brighthush

Leadership Philosophy

We believe great leaders inspire through example, empower through trust, and drive results through data. As Senior Customer Experience & Operations Leader, you will embody these principles by:

• Setting a clear vision and aligning your team around shared goals.
• Encouraging open dialogue and continuous feedback.
• Modeling ethical behavior and compliance at every level.
• Celebrating wins and learning from setbacks.

Diversity & Inclusion

brighthush is committed to building a workforce that reflects the communities we serve. We actively recruit, retain, and promote talent from diverse backgrounds, ensuring every voice is heard and valued. Our inclusive culture fosters creativity, innovation, and a sense of belonging.

Global Impact

While brighthush operates primarily in the United States, our reach extends to international partners and global best‑practice initiatives. Your work will influence member experiences across multiple states and contribute to the broader mission of improving senior care worldwide.

Innovation & Digital Transformation

We are at the forefront of digital health, integrating AI‑driven chatbots, predictive analytics, and telehealth solutions into our member services. As a leader, you will champion the adoption of new technologies that streamline operations and enhance member satisfaction.

Employee Testimonials

"Working at brighthush has allowed me to grow my leadership skills while making a real difference in seniors’ lives. The culture of continuous improvement keeps me challenged and motivated." – Senior Operations Lead

"The emphasis on compliance and quality ensures that we always put our members first. I love the collaborative environment and the opportunities for professional development." – Call Center Supervisor

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As Senior Customer Experience & Operations Leader, you will have access to:

• Leadership development programs that sharpen strategic, financial, and operational skills.
• Mentorship from senior executives passionate about shaping the future of healthcare.
• Opportunities to lead high‑impact projects that cross departmental boundaries.
• Access to industry conferences, webinars, and certifications to keep you at the forefront of customer experience and compliance best practices.
• Regular coaching sessions and performance reviews to align career goals with organizational objectives.

Work Environment & Culture

brighthush offers a collaborative, inclusive, and innovative workplace. Our remote‑first model empowers you to work from anywhere while staying connected through regular virtual town halls, team‑building activities, and open‑door leadership communication. We celebrate diversity, encourage creative problem‑solving, and reward results that positively impact our members and the communities we serve.

Compensation & Benefits

We offer a competitive salary range of USD 70,823 – 106,234 per year, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Performance‑based bonuses tied to key metrics such as first‑call resolution and member satisfaction.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements and remote work options.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is redefining senior care. You will work alongside dedicated professionals committed to delivering exceptional service while growing your career in a supportive, forward‑thinking environment. If you are a results‑oriented leader with a passion for customer experience and compliance, we want to hear from you.

Apply Now

Ready to make a difference? Apply for this role today and help us elevate the experience of every member we serve.