Senior Customer Experience & Logistics Excellence Manager – Parcel Delivery Innovation & End‑to‑End Shipping Strategy for High‑Growth E‑Commerce Brands at brighthush

About brighthush

brighthush is more than a logistics partner; we are the invisible engine that powers the most ambitious e‑commerce brands across North America and Europe. By fusing cutting‑edge commerce‑enablement technology with a high‑volume fulfillment network, we give merchants of all sizes the tools to compete with retail giants. Our platform orchestrates every touchpoint of the shipping journey—from order management and warehousing to transportation and last‑mile delivery—ensuring lightning‑fast, reliable, and cost‑effective service at scale. With headquarters in Atlanta and fulfillment centers spanning the United States, Canada, and Europe, we are on a trajectory to double our revenue in the next 18 months.

Why brighthush is the Future of Parcel Logistics

In an era where consumers expect instant gratification, the logistics backbone of an e‑commerce brand can make or break its reputation. brighthush is redefining that backbone by delivering:

• Real‑time visibility across the entire shipping lifecycle.
• Dynamic carrier optimization that balances speed, cost, and reliability.
• Seamless API integrations that eliminate manual data entry.
• Predictive analytics that anticipate demand spikes and adjust capacity.
• Scalable infrastructure that grows with your brand, from niche boutiques to global marketplaces.

Our culture is built on transparency, continuous learning, and a relentless focus on customer outcomes. We celebrate diversity, encourage innovation, and reward results. As a key member of our Customer Experience organization, you’ll play a pivotal role in ensuring our partners achieve faster delivery times, lower shipping costs, and higher customer satisfaction.

Role Overview

As the Senior Customer Experience & Logistics Excellence Manager at brighthush, you will be the primary liaison between our high‑volume parcel shipping customers and internal teams—including Operations, Product, and Engineering. Your focus will be exclusively on supporting customers using the brighthush Parcel platform, helping them optimize their US domestic shipping strategies, carrier diversification, and last‑mile delivery performance. Your goal is to ensure a seamless onboarding experience and provide continuous strategic support to help brands achieve faster delivery times and improved margins.

What You’ll Do

• Customer Champion: Serve as the main point of contact for brighthush Parcel customers, building trust and ensuring business alignment.
• Strategic Delivery Optimization: Partner with customers to refine their delivery experience, focusing on KPIs such as delivery speed, shipping costs, and carrier performance.
• Integration Leadership: Guide customers through the integration of their systems with the brighthush Parcel platform, ensuring seamless program execution.
• Carrier & Market Expertise: Act as a resource on the US domestic parcel landscape, including rate optimization and diversification across national and regional carriers.
• Business Reviews & Insights: Lead and coordinate customer business reviews, offering strategic insights to enhance service outcomes and drive sustained loyalty.
• Financial Stewardship: Audit parcel invoices, track outstanding accounts receivable, and facilitate timely resolution of financial discrepancies.
• Product Feedback Loop: Collaborate with Product and Engineering to provide customer feedback that shapes the brighthush Parcel technology roadmap.
• Process Improvement: Identify gaps in onboarding, support, and overall customer experience, recommending enhancements that drive efficiency and satisfaction.
• Data‑Driven Decision Making: Leverage analytics to uncover trends, forecast demand, and recommend proactive solutions to customers.
• Mentorship & Leadership: Coach junior Customer Experience team members, sharing best practices and fostering a culture of excellence.

Key Success Metrics

Success in this role will be measured by:

• Customer satisfaction scores (CSAT) and Net Promoter Score (NPS) improvements.
• Reduction in average delivery time and shipping cost per order.
• Onboarding completion rates and time‑to‑value for new customers.
• Accuracy of financial reconciliation and invoice dispute resolution.
• Number of product enhancements driven by customer feedback.
• Retention and expansion of existing accounts.

Essential Qualifications

• Industry Experience: Proven track record in customer experience or account management within Supply Chain, Warehouse Fulfillment, or E‑Commerce.
• Parcel Logistics Expertise: Deep understanding of parcel shipping logistics, carrier management, sortation, and last‑mile delivery.
• Technical Proficiency: Familiarity with Warehouse Management Systems (WMS), API integrations, and CRM tools.
• Analytical Mindset: Ability to analyze complex shipping data and financial concepts to craft compelling ROI and business cases.
• Communication & Relationship Building: Exceptional interpersonal skills with the ability to manage multiple priorities in a fast‑paced environment.
• Leadership & Mentorship: Experience leading cross‑functional initiatives and coaching junior team members.
• Bonus: Background in business transformation initiatives or process optimization.

Preferred Qualifications

• Experience with service‑level agreements (SLAs) and operational metrics.
• Proficiency in CRM or customer service management tools.
• Knowledge of international shipping regulations and compliance.
• Experience working with data visualization tools (e.g., Tableau, Power BI).

Skills & Competencies

• Strategic Thinking: Translate customer goals into actionable plans.
• Data‑Driven Decision Making: Comfortable working with large datasets and deriving insights.
• Project Management: Proven track record of managing cross‑functional initiatives from concept to delivery.
• Customer Advocacy: Passionate about championing the customer voice within the organization.
• Adaptability: Thrive in a rapidly changing environment and pivot priorities as needed.
• Technical Aptitude: Quick to learn new tools, APIs, and integration workflows.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Experience Manager, you will have access to:

• Mentorship from senior leaders in Product, Engineering, and Operations.
• Cross‑functional training programs that deepen your understanding of supply chain, technology, and customer success.
• Leadership development workshops focused on strategic thinking, negotiation, and data analytics.
• Opportunities to lead high‑impact projects that shape the future of parcel logistics.
• Clear career pathways to Director of Customer Experience, Head of Customer Success, or Product Management roles.
• Regular hackathons and innovation challenges to spark creative solutions.
• Access to industry conferences, certifications, and continuous learning stipends.

Work Environment & Company Culture

Our culture at brighthush is built on four core pillars:

• Transparency: Open communication channels, regular town halls, and real‑time dashboards.
• Innovation: A sandbox environment where ideas can be tested, iterated, and scaled.
• Collaboration: Cross‑functional teams that break down silos and work toward shared goals.
• Well‑being: Flexible work arrangements, mental health resources, and a focus on work‑life balance.

We celebrate milestones, host quarterly team retreats, and encourage a culture of continuous feedback. Whether you’re working from our Atlanta headquarters or remotely, you’ll feel connected to a vibrant community that values your contributions.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Equity options that allow you to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) matching and retirement planning resources.
• Generous paid time off, parental leave, and flexible scheduling.
• Continuous learning stipend for courses, certifications, and conferences.
• Well‑being benefits such as gym memberships, meditation apps, and on‑site wellness programs.

How to Apply

If you are a proactive, customer‑centric professional with a passion for parcel logistics and a track record of driving measurable results, we want to hear from you. Join brighthush and help us deliver the best consumer experience at scale.

Ready to take the next step? and become part of a team that is changing the way brands connect with their customers.