Senior Customer Experience Manager – Driving Exceptional Service Excellence & Continuous Improvement in Facility Services at brighthush

About brighthush

brighthush is the leading privately held provider of facility services across North America, stewarding more than 2 billion square feet of commercial, industrial, and institutional space each day. Our mission is simple yet powerful: to create clean, efficient, and welcoming environments that empower our clients—ranging from retail giants and logistics hubs to hospitals, universities, and manufacturing plants—to focus on what they do best. With a culture rooted in respect, opportunity, and pride in service, we are expanding our team of passionate professionals who thrive on delivering world‑class customer experiences.

Position Overview

As the Senior Customer Experience Manager at brighthush, you will be the linchpin that transforms everyday interactions into memorable moments of delight. You will lead a high‑performing team of supervisors, frontline staff, and outsourced call‑center partners, ensuring that every customer touchpoint reflects brighthush’s commitment to quality, reliability, and continuous improvement. Your strategic vision, data‑driven mindset, and collaborative spirit will shape the future of our customer experience function, driving retention, satisfaction, and operational excellence.

Key Responsibilities

• Lead, coach, and develop a dynamic team of Customer Experience (CE) supervisors and staff, fostering a culture of accountability, growth, and service‑centric thinking.
• Design, implement, and refine performance metrics, dashboards, and reporting frameworks that align with brighthush’s strategic objectives and industry best practices.
• Partner with senior leadership, IT, and cross‑functional stakeholders to identify, prioritize, and execute process improvements that elevate the customer journey.
• Own the end‑to‑end lifecycle of customer issue resolution, from escalation management to root‑cause analysis and preventive action.
• Drive the adoption of technology solutions—such as CRM platforms, knowledge bases, and analytics tools—to empower the CE team and enhance service delivery.
• Champion a culture of continuous learning by facilitating coaching sessions, feedback loops, and knowledge sharing across the organization.
• Represent brighthush in client meetings, quarterly business reviews, and strategic discussions, ensuring that customer insights inform business decisions.
• Collaborate with Human Resources to manage talent acquisition, performance reviews, and professional development plans for the CE team.
• Oversee the seamless rollout of new accounts, software integrations, and merger‑acquisition client setups, ensuring a smooth transition and high adoption rates.
• Maintain rigorous compliance with company policies, industry regulations, and quality assurance standards.

Essential Qualifications

• Minimum of 5 years of supervisory experience in customer service or operations, with a proven track record of managing performance and multi‑project initiatives.
• Deep understanding of the facilities maintenance industry and the unique service expectations of retail, logistics, healthcare, education, and manufacturing sectors.
• Advanced proficiency in Microsoft Office—especially Excel (VLOOKUP, PivotTables, advanced charting)—and experience with business technology platforms such as Salesforce and NetSuite.
• Bachelor’s degree in Business, Operations Management, or a related discipline.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Exceptional communication skills—both written and verbal—across all levels of the organization.
• Demonstrated ability to lead through influence, coaching, and mentorship.

Preferred Qualifications

• Experience in a high‑volume call‑center environment or a similar customer‑centric role.
• Knowledge of quality assurance frameworks and continuous improvement methodologies (Six Sigma, Lean).
• Prior exposure to managing outsourced or hybrid teams across multiple regions.
• Experience with customer experience platforms such as Zendesk, Freshdesk, or similar.
• Demonstrated success in driving customer retention and satisfaction metrics in a service‑delivery context.

Skills & Competencies

• Leadership & Coaching: Inspire, mentor, and develop teams to exceed performance goals.
• Strategic Agility: Navigate ambiguity, prioritize initiatives, and adapt to evolving business needs.
• Data‑Driven Decision Making: Leverage analytics to identify trends, forecast outcomes, and recommend improvements.
• Customer Focus: Champion the voice of the customer in every decision and process.
• Conflict & Stress Management: Resolve escalations calmly and constructively, maintaining composure under pressure.
• Communication: Articulate complex ideas clearly to diverse audiences.
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