Senior Customer Care Supervisor – Remote Leadership & Operations Excellence in Healthcare & Pharmacy Benefit Management

About brighthush

At brighthush, we are redefining the future of healthcare customer experience. Our mission is to empower patients, providers, and partners with seamless, data‑driven support that turns complex challenges into simple, human‑centric solutions. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, we are the trusted partner for leading pharmacy benefit managers, health plans, and technology innovators. If you thrive in a fast‑paced, regulated environment and want to make a tangible impact on millions of lives, brighthush is the place for you.

Position Overview

We are seeking a dynamic, results‑oriented Senior Customer Care Supervisor to join our remote operations team. In this pivotal role, you will lead a high‑performing customer care squad, drive operational excellence, and serve as the subject‑matter authority for escalated client issues and cross‑functional projects. Your strategic vision, talent‑management expertise, and deep understanding of pharmacy benefit management (PBM) will help us exceed service level agreements, elevate member satisfaction, and support our growth trajectory.

Key Responsibilities

• Team Leadership & Performance Management – Build, coach, and inspire a diverse team of customer care agents, ensuring they meet or surpass daily production goals, quality metrics, and service level agreements.
• Workload & Capacity Planning – Analyze call volume trends, forecast staffing needs, and optimize shift schedules to maintain high efficiency and minimal wait times.
• Talent Development – Conduct goal‑setting sessions, performance reviews, and targeted training programs that align individual growth with brighthush's strategic objectives.
• Escalation Management – Act as the go‑to expert for complex, high‑impact client issues, collaborating with cross‑functional teams (Product, Compliance, Technical Support) to resolve problems swiftly and sustainably.
• Process Improvement & Project Leadership – Own initiatives that streamline workflows, reduce error rates, and enhance the overall customer experience. Lead cross‑departmental projects from conception to launch.
• Data‑Driven Decision Making – Monitor key performance indicators (KPIs), generate actionable insights, and present findings to senior leadership to inform strategy.
• Compliance & Regulatory Adherence – Ensure all team activities comply with HIPAA, state regulations, and industry best practices.
• Stakeholder Collaboration – Build strong relationships with internal partners, external vendors, and key clients to foster trust and continuous improvement.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field (or equivalent work experience).
• Minimum of 3 years’ experience in operations management within the pharmacy benefit management or a closely related industry.
• Proven track record of leading remote teams and managing high‑volume customer service operations.
• Deep understanding of regulated healthcare environments, including HIPAA, CMS, and state‑level compliance.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Eligibility to work in the United States without the need for visa sponsorship.

Preferred Qualifications

• Experience in a highly regulated market such as pharmacy benefit management, health insurance, or medical billing.
• Certified in Six Sigma, Lean, or a related process‑improvement methodology.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and workforce management tools.
• Background in project management with a portfolio of successfully delivered initiatives.
• Multilingual capabilities to support a diverse member base.

Core Skills & Competencies

• Leadership & Coaching – Ability to motivate, mentor, and develop talent in a virtual environment.
• Strategic Thinking – Visionary mindset to align operational goals with business strategy.
• Problem Solving – Analytical approach to diagnosing issues and implementing effective solutions.
• Communication – Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Adaptability – Thrive in a dynamic, fast‑paced setting with evolving priorities.
• Customer‑Centric Mindset – Deep empathy for members and a commitment to delivering exceptional service.
• Technology Savvy – Comfortable leveraging data analytics, automation, and collaboration tools.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Care Supervisor, you will:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Operations.
• Participate in executive‑level strategy sessions, gaining exposure to high‑impact decision making.
• Access a comprehensive learning platform that includes industry certifications, leadership workshops, and mentorship programs.
• Engage in cross‑functional projects that broaden your skill set and expand your professional network.
• Receive regular performance feedback and a clear roadmap for career advancement.

Work Environment & Culture

Our remote-first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative community. brighthush values:

• Inclusivity & Diversity – A workplace where every voice is heard and celebrated.
• Innovation – A culture that encourages experimentation and rewards creative solutions.
• Work‑Life Balance – Flexible schedules, generous paid time off, and wellness programs.
• Transparency – Open communication from leadership and a clear understanding of company goals.
• Community Impact – Opportunities to contribute to social responsibility initiatives and improve patient outcomes.

Compensation & Benefits

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

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness subsidies.
• Regular team‑building events and virtual social gatherings.

Why Join brighthush?

When you become part of brighthush, you are not just filling a role—you are shaping the future of healthcare customer experience. You will:

• Lead a high‑impact team that directly influences member satisfaction and operational excellence.
• Work with cutting‑edge technology and data analytics to solve real‑world problems.
• Collaborate with industry leaders and innovators across multiple disciplines.
• Grow your career in a supportive environment that values learning, creativity, and impact.
• Make a difference in the lives of millions of patients and providers.

Ready to Make an Impact?

If you are a proactive, results‑driven leader with a passion for customer care and a deep understanding of the pharmacy benefit management landscape, we want to hear from you. Join brighthush and help us deliver world‑class service that transforms the healthcare experience.

Apply today and become a catalyst for change at brighthush!