Senior Customer Experience & Dispatch Leadership Specialist – Championing Seamless CX Excellence, Operational Efficiency, and Strategic Growth Across North America at brighthush

About brighthush

brighthush is more than a logistics provider; we are the architects of transformative customer journeys that span the entire North American continent. From the bustling streets of New York to the remote corners of the Yukon, we fuse cutting‑edge technology, data‑driven insights, and an unwavering focus on people to deliver service that feels personal, reliable, and forward‑thinking. Our mission is simple yet ambitious: to turn every interaction—whether a phone call, a dispatch order, or a strategic partnership—into an opportunity to exceed expectations and build lasting loyalty.

At brighthush, we believe that the future of logistics is defined by the quality of the human touch. That’s why we empower every team member to become a change‑maker, encouraging curiosity, experimentation, and a culture where ideas are celebrated and implemented. Whether you’re orchestrating high‑volume dispatch operations, nurturing key accounts, or spearheading continuous improvement initiatives, you’ll find a dynamic environment where your voice shapes the trajectory of CX and drives measurable impact for our partners and customers alike.

Why Join brighthush?

We’re looking for passionate, data‑savvy professionals who thrive in fast‑paced, collaborative settings. As a Senior Customer Experience & Dispatch Leadership Specialist, you will be at the heart of our mission to create memorable interactions, streamline operations, and elevate the brand’s reputation across the continent. Here’s what you’ll enjoy:

• Competitive base salary with performance‑based bonuses that reward impact.
• Comprehensive health, dental, and vision plans with generous employer contributions.
• Generous paid time off, flexible work arrangements, and a 401(k) match.
• Access to cutting‑edge technology, industry‑leading training programs, and conferences.
• A culture that values diversity, equity, and inclusion, and encourages every voice to be heard.
• Opportunities to lead cross‑functional projects that shape company strategy.
• Recognition programs that celebrate both individual and team achievements.
• Commitment to sustainability and responsible business practices.

Key Responsibilities

As a Senior Customer Experience & Dispatch Leadership Specialist, you will blend frontline customer service, dispatch coordination, and account management to drive brighthush’s CX strategy. Your role is divided into three core focus areas, each contributing to our overall success.

1. Customer Call & Case Management – 40%

• Prompt, Professional Call Handling: Answer and resolve customer inquiries with speed, empathy, and accuracy, maintaining a high first‑contact resolution rate.
• Order Processing: Enter order details into our systems quickly and accurately, ensuring data integrity and compliance with internal SOPs.
• Track & Trace Support: Provide real‑time updates on shipment status, proactively communicating delays or changes to customers.
• Product & Service Knowledge: Maintain an in‑depth understanding of brighthush products and services, staying current with new releases and updates.
• Opportunity Identification: Spot trends or gaps in service delivery and communicate actionable insights to leadership for continuous improvement.
• Pricing & Service Accuracy: Deliver precise pricing information and service options, ensuring transparency and customer trust.
• Customer Advocacy: Champion the customer’s voice across all departments, ensuring that their needs shape product development and service enhancements.
• Data‑Driven Reporting: Generate and analyze CSAT, NPS, and other customer metrics to inform strategy and operational adjustments.

2. Dispatch Operations – 40%

• On‑Time Pickup & Delivery: Coordinate pickups and deliveries with drivers and carriers, ensuring adherence to schedules and service level agreements.
• Professional Driver Relations: Foster respectful, fair, and dignified relationships with all drivers, providing orientation and motivation as needed.
• Priority Dispatch: Recognize urgent requests and prioritize dispatch to meet critical deadlines.
• Performance Assurance: Guarantee 100% delivery performance for all customers, monitoring metrics and addressing any deviations promptly.
• North America Dispatch Boards: Manage and support dispatch boards across the continent, ensuring real‑time visibility and efficient route planning.
• Route Monitoring: Track routes against brighthush Statements of Work (SOWs), flagging any discrepancies or potential issues.
• Equipment & Issue Reporting: Provide leadership with timely updates on equipment failures or operational problems, facilitating rapid resolution.
• Continuous Process Improvement: Analyze dispatch data to identify bottlenecks, propose solutions, and implement best practices that enhance efficiency.
• Technology Integration: Work closely with the IT team to refine dispatch software, integrate AI‑driven routing, and ensure seamless data flow.

3. Account Management – 20%

• Reporting & Scorecards: Create, maintain, and distribute key performance reports and scorecards for national customers, business partners, and internal stakeholders.
• Account Setup & Maintenance: Assist with onboarding new accounts and maintaining accurate account information in our CRM.
• Cross‑Functional Collaboration: Work closely with sales, marketing, and product teams to align customer insights with strategic initiatives.
• Continuous Improvement: Identify process gaps and recommend enhancements to improve customer satisfaction and operational efficiency.
• Strategic Account Planning: Develop account plans that outline growth opportunities, risk mitigation strategies, and service enhancements.
• Relationship Building: Serve as the primary point of contact for key accounts, ensuring proactive communication and timely resolution of issues.

Essential Qualifications

• High School Diploma or GED (required).
• Minimum 2–3 years of experience in customer experience, dispatch, or a related field.
• Typing speed of 50+ words per minute.
• Strong interpersonal and communication skills, with the ability to handle challenging situations calmly.
• In‑depth knowledge of North American markets, terrain, and logistics networks.
• Proficiency with CRM systems, dispatch software, and Microsoft Office Suite.
• Demonstrated ability to analyze data and translate findings into actionable improvements.
• Experience with performance metrics such as CSAT, NPS, and SLA compliance.

Preferred Qualifications

• Some college coursework or a bachelor’s degree in Business, Logistics, or a related discipline.
• Experience with multi‑channel customer support (phone, email, chat).
• Knowledge of transportation management systems (TMS) and route optimization tools.
• Experience in a fast‑paced, high‑volume environment.
• Strong analytical skills and a passion for continuous learning.
• Familiarity with AI‑driven logistics solutions and predictive analytics.
• Leadership experience in cross‑functional teams.

Skills & Competencies

• Customer‑First Mindset: Passion for delivering outstanding service and exceeding expectations.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Time Management: Efficiently juggle multiple priorities while maintaining quality.
• Collaboration: Strong teamwork skills, comfortable working across departments.
• Adaptability: Thrives in a dynamic environment with evolving processes and technologies.
• Data‑Driven Decision Making: Comfortable interpreting metrics and using data to guide actions.
• Leadership Presence: Ability to influence and inspire both internal teams and external partners.
• Communication: Clear, concise, and persuasive in both written and verbal interactions.
• Technology Fluency: Quick to learn new software, platforms, and tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. We offer:

• Structured mentorship programs pairing you with senior leaders.
• Access to industry‑leading training platforms, certifications, and a dedicated learning budget.
• Clear promotion pathways from Senior Specialist to CX Lead, Operations Manager, or Director roles.
• Opportunities to lead cross‑functional projects that shape company strategy, including digital transformation initiatives.
• Regular performance reviews with actionable feedback and development plans.
• Participation in innovation labs, hackathons, and idea‑generation workshops.
• Travel opportunities to partner sites, conferences, and regional hubs.

Work Environment & Company Culture

Our culture is built on three pillars: Innovation, Collaboration, and Integrity. Employees at brighthush enjoy:

• Open communication channels with leadership and a transparent decision‑making process.
• Inclusive team events, hackathons, and community service initiatives that foster camaraderie.
• Flexible work arrangements, including hybrid and remote options, to support work‑life balance.
• A commitment to sustainability and responsible business practices, such as carbon‑neutral shipping and green procurement.
• Recognition programs that celebrate both individual and team achievements, from “Employee of the Month” to “Innovation Champion.”
• Access to wellness resources, including gym memberships, mental health support, and mindfulness programs.
• A supportive environment that encourages continuous learning, experimentation, and personal growth.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary complemented by:

• Performance‑based bonuses tied to individual and company metrics.
• Health, dental, and vision insurance plans with generous employer contributions.
• 401(k) plan with company match and financial planning resources.
• Paid time off, sick leave, and parental leave, with a generous vacation policy.
• Employee wellness programs, including gym memberships, mental health resources, and wellness stipends.
• Professional development stipend, tuition reimbursement, and access to industry certifications.
• Relocation assistance for qualified candidates moving to a new city.
• Employee stock purchase plan and equity options for senior roles.

How to Apply

Ready to take the next step in your career? Submit your resume and a cover letter outlining why you’re the perfect fit for the Senior Customer Experience & Dispatch Leadership Specialist role at brighthush. We look forward to exploring how your passion for customer service and operational excellence can help us continue to set the standard for CX in the logistics industry.

Conclusion

At brighthush, you’ll be part of a forward‑thinking organization that places people at the center of everything we do. If you thrive in a fast‑paced, data‑driven environment and are eager to make a tangible impact on customer satisfaction and operational efficiency, we want to hear from you. Join us, and together we’ll create experiences that not only meet expectations but exceed them.