Senior Customer Experience Manager – Leading CX Strategy & Operations for brighthush

About brighthush

brighthush is a trailblazing direct‑to‑consumer beauty brand that blends cutting‑edge science with sustainable, skin‑first ingredients. Our mission is to empower every customer to feel confident and radiant by delivering clinically proven, cruelty‑free products that work. With a rapidly expanding e‑commerce footprint and a global community of loyal subscribers, brighthush is redefining what it means to care for skin and body health in the digital age.

Why Join brighthush?

At brighthush, we believe that exceptional customer experience is the cornerstone of lasting brand loyalty. We’re looking for a visionary leader who can elevate our CX strategy, streamline support operations, and build a culture of empathy, data‑driven decision making, and continuous improvement. If you thrive in a fast‑paced, growth‑oriented environment and want to make a tangible impact on millions of customers worldwide, this is the role for you.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end customer experience roadmap for brighthush, aligning CX initiatives with business goals, brand values, and customer expectations.
• Team Management: Lead, mentor, and scale a high‑performing CX team of support agents, analysts, and project managers across multiple time zones.
• Partner Oversight: Manage relationships with BPO partners, ensuring service level agreements (SLAs), quality standards, and continuous improvement metrics are met.
• Process Optimization: Design and implement scalable support workflows, self‑service portals, and automation strategies to reduce response times and increase first‑contact resolution.
• Data‑Driven Insights: Leverage analytics platforms (Looker, SQL, etc.) to monitor KPIs, surface trends, and recommend actionable improvements.
• Cross‑Functional Collaboration: Work closely with Product, Marketing, Sales, and Engineering to embed customer feedback into product roadmaps and go‑to‑market strategies.
• Executive Communication: Prepare and present CX dashboards, insights, and strategic recommendations to senior leadership and the board.
• Customer Advocacy: Champion the voice of the customer in all decision‑making processes, ensuring that every touchpoint reflects brighthush’s brand promise.

Essential Qualifications

• 7+ years of progressive experience in customer experience, with a minimum of 4 years in a managerial capacity within a direct‑to‑consumer or e‑commerce environment.
• Proven track record of scaling CX operations for subscription‑based businesses, including managing high‑volume support teams and BPO partners.
• Hands‑on expertise with helpdesk platforms such as Kustomer, Shopify, and Loop Returns, and familiarity with integration tools (APIs, webhooks).
• Strong analytical mindset: proficiency in SQL, data visualization tools (Looker, Tableau, Power BI), and experience turning data into actionable insights.
• Excellent communication skills, both written and verbal, with the ability to translate complex data into clear, concise executive presentations.
• Demonstrated ability to lead cross‑functional initiatives, influence stakeholders, and drive change in a dynamic, fast‑moving environment.
• Fluency in English; additional language skills are a plus.

Preferred Qualifications

• Experience with subscription analytics platforms such as Skio or similar.
• Knowledge of customer feedback tools like Okendo or similar NPS/CSAT platforms.
• Background in building and scaling self‑service ecosystems (knowledge bases, chatbots, AI assistants).
• Familiarity with agile project management tools (Asana, Jira, Trello) and a proven ability to implement agile practices within CX teams.
• Prior experience in a beauty, wellness, or health‑tech startup environment.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Leadership & Coaching: Passion for developing talent, fostering a culture of accountability, and encouraging continuous learning.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless drive to exceed their expectations.
• Data Literacy: Comfortable working with large datasets, deriving insights, and presenting findings to non‑technical audiences.
• Project Management: Skilled at prioritizing initiatives, managing timelines, and delivering results under tight deadlines.
• Change Management: Proven ability to navigate organizational change, build consensus, and sustain momentum.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Annual CX conferences, workshops, and certifications to keep you at the forefront of industry best practices.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Clear promotion pathways: from Senior Manager to Director of Customer Experience, and beyond.
• Internal mobility options that allow you to explore roles in Product, Marketing, or Operations.

Work Environment & Culture

brighthush is a fully remote, inclusive workplace that values flexibility, collaboration, and innovation. Our culture is built on:

• Transparency: Open communication channels, regular all‑hands meetings, and a flat hierarchy that encourages ideas from every level.
• Well‑Being: Comprehensive health plans, mental‑health resources, and a generous paid time off policy to support work‑life balance.
• Diversity & Inclusion: A commitment to creating a workplace where everyone feels respected, heard, and empowered.
• Community Impact: Initiatives that give back to local communities and support sustainability efforts across our supply chain.

Compensation & Perks

• Competitive base salary range: USD 155,000 – 175,000 per year, commensurate with experience.
• Performance‑based bonuses tied to CX metrics such as NPS, CSAT, and customer retention.
• 401(k) matching program to help you plan for the future.
• Generous paid time off, including vacation, sick leave, and personal days.
• Health, dental, and vision insurance plans for you and your family.
• Flexible work schedule and fully remote setup with a stipend for home office equipment.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.

How to Apply

If you’re ready to lead brighthush’s customer experience to new heights, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Join us in creating a world where beauty and science meet to deliver unparalleled customer delight.