Senior Associate Director – Real‑Time Workforce Management & Enablement, 24/7 Customer Care Excellence, Operational Leadership, Data‑Driven Optimization – Driving Global Customer Experience Innovation at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

brighthush is more than a brand; it’s a global movement that redefines how millions of households interact with technology every day. With a presence in over 50 countries, we combine cutting‑edge AI, real‑time analytics, and a people‑first philosophy to deliver frictionless, omnichannel experiences that feel personal and effortless. Our mission is simple yet ambitious: to make every customer interaction a delight, no matter the channel or the moment.

About the Role

As brighthush expands its product portfolio and explores new markets, we need a visionary leader who can elevate our 24/7 customer care operations to new heights. The Senior Associate Director of Real‑Time Workforce Management & Enablement will be the catalyst that keeps our global support network operating at peak efficiency, ensuring that every customer interaction meets or exceeds our high service standards. You will be the bridge between data, technology, and frontline teams, turning insights into action and ensuring that our workforce is always ready to deliver excellence.

Why This Role Is a Game‑Changer

In an era where customers expect instant, seamless service across voice, chat, email, and social media, the ability to manage workforce resources in real time is a strategic advantage. This role sits at the intersection of strategy, analytics, and operations, and will directly influence the quality of experience that millions of customers receive every day. You’ll shape the future of customer care by embedding real‑time responsiveness into every decision, from staffing to routing to escalation.

Key Responsibilities

Strategic Real‑Time Leadership

• Set the vision for real‑time workforce management that aligns with brighthush’s global customer experience strategy.
• Oversee a distributed team of analysts, supervisors, and managers, fostering a culture of ownership and continuous improvement.
• Develop and refine operating standards, escalation paths, and decision‑making frameworks that empower frontline leaders.
• Translate demand forecasts, staffing plans, and operational signals into actionable intraday decisions that balance service level, average speed of answer (ASA), occupancy, adherence, and cost.
• Lead tactical execution during high‑impact events such as promotions, peak seasons, severe weather, system outages, and staffing shortages.
• Implement a closed‑loop improvement cycle, turning real‑time observations into data‑backed enhancements in forecasting, scheduling, routing, and playbooks.
• Collaborate closely with Forecasting and Scheduling leaders to improve capacity alignment, schedule effectiveness, and intraday agility.
• Champion the adoption of emerging technologies (e.g., AI‑driven decision engines, predictive analytics) to elevate real‑time responsiveness.
• Represent the real‑time workforce function in executive steering committees, ensuring that workforce considerations are embedded in strategic decisions.

Workforce Enablement & Profile Management

• Drive the end‑to‑end process of agent profile creation, skill mapping, routing configuration, and workforce record maintenance.
• Enhance visibility into cross‑skilled and burst‑capacity resources, ensuring accurate and controlled changes.
• Partner with Technology and Routing teams to refine logic, platform capabilities, and the alignment between demand and capacity.
• Streamline administrative workflows to reduce defects, handoffs, and operational friction.
• Implement governance processes that ensure data integrity and compliance across all workforce records.
• Develop training modules and knowledge bases that empower agents to navigate real‑time changes confidently.

Data, Automation & Decision Support

• Modernize manual, spreadsheet‑based processes through centralized data, automation, and advanced reporting.
• Build real‑time dashboards that provide executives and leaders with a clear view of network health, emerging risks, and performance gaps.
• Leverage AI and predictive analytics to accelerate countermeasures such as staffing reallocations, overtime, voluntary time off, and routing adjustments.
• Chart a technology roadmap that prioritizes real‑time capabilities, reporting enhancements, and process automation.
• Collaborate with Data Engineering to ensure data pipelines are robust, scalable, and secure.
• Establish key performance indicators (KPIs) that tie real‑time decisions to business outcomes such as customer satisfaction, cost per contact, and agent productivity.

Team Building & Organizational Health

• Recruit, mentor, and develop a high‑performing team of real‑time analysts and leaders.
• Encourage independent decision‑making, rapid problem resolution, and resilience in a fast‑moving environment.
• Maintain a visible leadership presence, ensuring transparent communication and accountability.
• Implement coaching frameworks that promote continuous learning and career progression.
• Foster a culture of psychological safety where team members feel empowered to challenge the status quo.

Cross‑Functional Collaboration

• Align with Customer Care Operations on service standards, thresholds, handoffs, and exception management.
• Work with upstream business, promotional, CRM, fulfillment, and technology teams to surface demand or operational risks early.
• Provide real‑time input to annual, quarterly, and monthly capacity and labor planning.
• Represent real‑time management in transformation, platform migration, process improvement, and organizational design initiatives.
• Serve as the primary liaison between workforce management and external vendors, ensuring seamless integration of third‑party solutions.

Essential Qualifications

• Bachelor’s degree in mathematics, statistics, operations research, industrial engineering, computer science, economics, or a related field (Master’s or MBA preferred).
• 8+ years of experience in workforce management, real‑time operations, or large‑scale multi‑channel contact center environments.
• Minimum of 4 years leading distributed operational teams and people leaders.
• Proven track record managing performance across multiple channels, business units, sites, and staffing models.
• Deep understanding of service level, ASA, occupancy, adherence, productivity, staffing, routing, capacity management, and labor‑cost tradeoffs.
• Experience establishing operating models, decision rights, escalation frameworks, SOPs, and contingency playbooks.
• Background in high‑volume retail, e‑commerce, healthcare, or similarly complex customer‑service environments.
• Hands‑on experience with workforce automation, predictive analytics, AI‑enabled decision support, or data‑platform modernization.
• Proficiency in enterprise WFM and contact‑center platforms such as brighthush.
• Strong analytical and data‑literacy skills, including SQL, Excel, business intelligence tools, or comparable reporting platforms.
• Exceptional communication skills—able to articulate complex concepts to frontline team members, operational leaders, executives, and technical partners.
• Demonstrated judgment, urgency, organization, and follow‑through in a highly dynamic environment.

Preferred Qualifications

• Experience leading Lean, Six Sigma, Kaizen, or comparable continuous‑improvement initiatives.
• Familiarity with advanced workforce planning tools and AI‑driven forecasting models.
• Prior experience in a global, multi‑region contact center environment.
• Knowledge of regulatory compliance requirements (e.g., GDPR, CCPA) related to workforce data.
• Experience managing vendor relationships and negotiating service level agreements.

Key Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Exceptional analytical and problem‑solving abilities.
• Strong leadership presence and influence across all levels.
• Excellent communication and stakeholder‑management skills.
• Adaptability and resilience in a fast‑paced, high‑pressure environment.
• Proficiency in project management tools and methodologies.
• Commitment to continuous learning and professional growth.
• Ability to mentor and develop high‑potential talent.
• Proficiency in change management and organizational development.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As Senior Associate Director, you will:

• Collaborate with senior executives on strategic initiatives that shape the future of customer experience.
• Lead cross‑functional projects that drive operational excellence and digital transformation.
• Mentor and develop the next generation of workforce management leaders.
• Access continuous learning programs, including leadership development, data science bootcamps, and industry conferences.
• Benefit from a culture that rewards innovation, encourages experimentation, and celebrates success.
• Take advantage of rotational programs that expose you to other business functions such as product, marketing, and engineering.
• Earn certifications in Six Sigma, AI, or advanced analytics to further enhance your skill set.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. We value:

• Inclusive teamwork that harnesses diverse perspectives.
• Data‑driven decision making that empowers employees at all levels.
• Work‑life balance, with flexible schedules and remote‑first options.
• Continuous improvement, where every team member is encouraged to propose and implement solutions.
• Recognition and celebration of achievements, both big and small.
• Community engagement initiatives that allow employees to give back to the neighborhoods they live in.
• Regular hackathons and innovation challenges that keep the energy high and ideas flowing.

Compensation & Benefits

While the base salary range for this role is $137,500 – $221,500, the total compensation package is designed to attract and retain top talent. In addition to competitive pay, you can expect:

• 401(k) plan with company match.
• Annual equity grant and potential performance‑based bonus.
• Comprehensive health, dental, vision, and life insurance.
• Disability and hospital indemnity coverage.
• Paid parental leave, family services benefits, and backup dependent care.
• Flexible spending accounts and telemedicine services.
• Pet adoption reimbursement and discounts on pet insurance.
• Unlimited paid time off (subject to manager approval) and six paid holidays per year.
• Paid sick and family leave in compliance with applicable state and local regulations.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee assistance program and mental health resources.

How to Apply

If you’re ready to lead brighthush’s real‑time workforce management to new heights, we’d love to hear from you. Submit your application through our careers portal or click the link below to apply directly.

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Diversity & Inclusion

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require accommodations during the application process, please contact our Accessibility Team at [email protected].