Senior Business Analyst & Customer Care Operations Lead – Driving Process Innovation, Operational Excellence, and Unmatched Customer Delight at brighthush

About brighthush

In today’s hyper‑connected world, the customer experience is no longer a nice‑to‑have—it’s a strategic differentiator that can make or break a brand. brighthush is at the forefront of this transformation, operating in more than 30 countries and partnering with a diverse portfolio of brands across retail, finance, healthcare, and technology. Our mission is simple yet powerful: empower every organization to deliver frictionless, proactive support that turns customers into lifelong advocates. By fusing cutting‑edge technology, data‑driven insights, and human‑centric design, we create solutions that reduce churn, unlock new revenue streams, and elevate brand loyalty. At the heart of brighthush lies a culture of curiosity, collaboration, and an unrelenting commitment to continuous improvement.

Why This Role Matters

As a Senior Business Analyst & Customer Care Operations Lead, you will be the catalyst for transformative change across our customer‑care ecosystem. You will partner with cross‑functional teams—Operations, Technology, Product, and Customer Success—to dissect intricate workflows, uncover inefficiencies, and architect scalable solutions that elevate the customer experience. Your analytical rigor, combined with a passion for process excellence, will help brighthush maintain its competitive edge in a fast‑moving industry.

Key Responsibilities

• Process Analysis & Optimization: Conduct in‑depth analyses of existing customer‑care processes, mapping end‑to‑end workflows, and identifying bottlenecks, redundancies, and opportunities for automation.
• Requirements Engineering: Gather, document, and validate functional and non‑functional requirements from stakeholders, translating business needs into clear, actionable specifications for technology and operations teams.
• Data‑Driven Decision Making: Leverage advanced analytics tools (Power BI, Tableau, Excel) to generate insights, build dashboards, and present findings that inform strategy and performance improvement.
• Solution Design & Implementation: Collaborate with IT and RPA teams to design process enhancements, including the deployment of workflow automation, knowledge‑management platforms, and robotic process automation (RPA) solutions.
• Change Management: Champion change initiatives by developing communication plans, training materials, and adoption metrics to ensure smooth transitions and high user uptake.
• Stakeholder Collaboration: Serve as the primary liaison between business units, technology partners, and external vendors, ensuring alignment on objectives, timelines, and deliverables.
• Continuous Improvement: Establish and monitor key performance indicators (KPIs), conduct post‑implementation reviews, and iterate on solutions to sustain long‑term gains.
• Documentation & Knowledge Sharing: Produce comprehensive process documentation, standard operating procedures (SOPs), and best‑practice guides that become part of brighthush’s living knowledge base.

Essential Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related field (or equivalent professional experience).
• Minimum of 5 years of business analysis experience, with at least 2 years focused on contact‑center or customer‑care operations.
• Proficiency in Microsoft Excel (advanced formulas, pivot tables, macros) and Power BI (data modeling, DAX, visual storytelling).
• Hands‑on experience with Salesforce (custom objects, process builder, Flow) and familiarity with RPA tools such as UiPath or Automation Anywhere.
• Strong process‑mapping skills using tools like Visio, Lucidchart, or Miro.
• Excellent written and verbal communication abilities, with a proven track record of creating clear, concise documentation and delivering compelling presentations to senior leadership.
• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet tight deadlines in a fast‑paced environment.
• Knowledge of knowledge‑management platforms (e.g., Confluence, SharePoint) and experience in designing knowledge bases that improve agent efficiency.

Preferred Qualifications

• Experience with Agile/Scrum methodologies, including sprint planning, backlog grooming, and retrospectives.
• Certifications such as CBAP (Certified Business Analysis Professional) or PMI‑PBA (Professional in Business Analysis).
• Background in data science or analytics, with the ability to build predictive models or conduct statistical analysis.
• Exposure to cloud platforms (AWS, Azure, or Google Cloud) and integration patterns (REST, SOAP).
• Previous work in a high‑growth SaaS or tech‑centric organization, where rapid iteration and customer‑centricity are core values.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Stakeholder Management: Skilled at building trust with diverse audiences, from frontline agents to C‑suite executives.
• Project Management: Proficient in planning, executing, and closing projects on time and within scope.
• Technical Acumen: Comfortable working with CRM systems, RPA, and BI tools, translating business language into technical requirements.
• Change Leadership: Adept at guiding teams through transformation, mitigating resistance, and celebrating wins.
• Collaboration & Influence: Strong interpersonal skills, with a knack for fostering cross‑functional teamwork.
• Continuous Learning: Passionate about staying current with industry trends, emerging technologies, and best practices.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the industry we serve. As a Senior Business Analyst, you will:

• Lead high‑impact projects that shape the future of customer‑care operations.
• Mentor junior analysts, sharing your expertise and fostering a culture of knowledge sharing.
• Transition into specialized roles such as Process Improvement Lead, Data Analytics Manager, or Product Owner, depending on your interests.
• Participate in leadership development programs, including workshops on strategic thinking, negotiation, and stakeholder engagement.
• Attend industry conferences, webinars, and certification courses sponsored by brighthush to keep your skill set sharp.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, inclusivity, and empowerment. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in the United States with a fully supported home‑office setup.
• Diverse & Inclusive Team: A global community that values different perspectives and promotes belonging.
• Collaborative Spirit: Regular cross‑departmental hackathons, brainstorming sessions, and knowledge‑sharing forums.
• Employee Well‑Being: Comprehensive wellness programs, mental‑health resources, and flexible time‑off policies.
• Innovation Labs: Access to cutting‑edge tools and sandbox environments to experiment with new ideas.

Compensation & Benefits

While the base salary range for this role is USD 89,800 – 134,700 per year, brighthush offers a holistic compensation package that includes:

• Competitive base pay aligned with market benchmarks.
• Performance‑based bonuses tied to individual and company goals.
• Equity or stock‑option plans to share in brighthush’s growth.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO), sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Access to a digital learning platform with courses in analytics, leadership, and technology.

How to Apply

Ready to take the next step in your career and help shape the future of customer care? Submit your application through our careers portal and join a team that values innovation, collaboration, and impact.

Closing

At brighthush, we believe that exceptional customer experiences start with exceptional people. If you are a strategic thinker, a data‑driven problem solver, and a passionate advocate for process excellence, we invite you to apply for the Senior Business Analyst & Customer Care Operations Lead role. Join us in redefining the customer‑care landscape and building solutions that empower agents, delight customers, and drive business success.