Senior Customer Experience Manager – Leading CX Strategy & Team Leadership at brighthush

About brighthush

brighthush is a trailblazer in the logistics and supply‑chain arena, delivering same‑day and next‑day delivery solutions that power the e‑commerce and retail giants of the United States. Since its founding in 1986, brighthush has grown from a regional courier to the industry’s most trusted partner for high‑volume, time‑critical shipments. Our mission is simple: to make every customer interaction seamless, reliable, and memorable. We do this by combining cutting‑edge technology, a data‑driven culture, and a passionate team that lives and breathes customer experience.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑moving, high‑impact organization that values innovation, collaboration, and continuous learning. Whether you’re a seasoned CX leader or an ambitious professional looking to scale your career, you’ll find:

• Opportunity to shape the end‑to‑end customer journey for millions of shoppers and merchants.
• Access to world‑class analytics, AI‑powered insights, and a robust tech stack that fuels decision‑making.
• A culture that rewards curiosity, celebrates wins, and encourages experimentation.
• Clear career pathways, mentorship programs, and a commitment to professional development.

Position Overview

As the Senior Customer Experience Manager at brighthush, you will lead a high‑performing team of 4–5 CX specialists, driving operational excellence and strategic initiatives that elevate customer satisfaction, loyalty, and retention. Your role bridges the gap between our Commercial and Operations divisions, ensuring that every customer touchpoint—from inquiry to resolution—delivers on our promise of reliability and speed.

Key Responsibilities

• Strategic CX Leadership: Design, implement, and iterate on a comprehensive CX strategy that aligns with brighthush’s business objectives and brand promise.
• Operational Excellence: Oversee daily CX operations, streamline workflows, and eliminate bottlenecks to maintain consistent, high‑quality service.
• Escalation Management: Serve as the primary escalation point for complex customer issues, coordinating cross‑functional resolution between Commercial, Operations, and Technical teams.
• Account Support: Provide proactive support for brighthush’s largest volume and revenue accounts, ensuring rapid response to operational queries and escalations.
• Team Development: Recruit, coach, and mentor a small team of CX professionals, fostering a culture of accountability, continuous improvement, and customer‑centric thinking.
• Data‑Driven Decision Making: Leverage customer satisfaction metrics, NPS, CSAT, and other analytics to identify trends, root causes, and opportunities for improvement.
• Process Innovation: Translate strategic plans into actionable operational processes, driving initiatives that reduce resolution time, increase first‑contact resolution, and enhance overall customer experience.
• Financial Stewardship: Manage the CX team budget, monitor ROI, and recommend cost‑effective solutions that support business growth.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer experience, service design, or related fields, with at least 2 years in a supervisory or leadership role.
• Advanced knowledge of CX principles, journey mapping, service design methodologies, and customer analytics.
• Proficiency in using CSAT, NPS, and other satisfaction measurement tools to drive continuous improvement.
• Strong financial acumen: ability to manage budgets, analyze ROI, and make data‑driven business decisions.
• Excellent communication skills—capable of articulating complex ideas to executives, peers, and frontline staff.
• Demonstrated ability to lead cross‑functional teams and manage escalations in a fast‑paced environment.
• Commitment to brighthush’s security and compliance standards; familiarity with acceptable use policies and data protection best practices.

Preferred Qualifications

• Experience in the logistics, transportation, or e‑commerce sector.
• Background in implementing AI or automation solutions to enhance CX.
• Certified CX or Service Design professional (e.g., CXPA, Service Design Network).
• Track record of building and scaling high‑performing CX teams.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Agility & Process Optimization
• Data Analysis & Insight Generation
• Stakeholder Management & Influence
• Coaching & Talent Development
• Customer‑Centric Mindset & Empathy
• Adaptability & Resilience in a Rapidly Evolving Environment

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. We offer:

• Structured career ladders that span CX, Operations, and Product Management.
• Mentorship from senior leaders who have built CX programs from the ground up.
• Access to internal and external training—certifications, workshops, and conferences.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Regular performance reviews with clear, actionable feedback and development plans.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to customer delight. You’ll enjoy:

• Remote‑first work model with flexible hours to support work‑life balance.
• Inclusive, diverse, and supportive team dynamics.
• Regular virtual town halls, hackathons, and innovation challenges.
• Recognition programs that celebrate both individual and team achievements.
• Open communication channels—your voice matters at every level.

Compensation & Benefits

Base Salary: $84,000 – $105,000 per year, with potential to grow to $126,000 based on performance and tenure.

Incentive Compensation: Eligible for a bonus or commission structure with a target of up to 15% of base salary.

Benefits Package

• Medical, dental, and vision insurance.
• Life insurance and short‑/long‑term disability coverage.
• 401(k) retirement plan with company match.
• Flexible vacation accruals (up to 96 hours in the first year, increasing to 160 hours).
• Two floating holidays per year.
• Paid sick leave (subject to state regulations).
• Six paid company holidays.
• Two weeks paid pregnancy disability leave and four weeks paid parental bonding leave.
• Wellness and employee assistance programs.

All benefits are subject to eligibility criteria and applicable state laws. For more details, please visit our benefits portal.

How to Apply

If you’re passionate about transforming customer experiences, thrive in a dynamic environment, and want to make a tangible impact at brighthush, we encourage you to apply today. Submit your resume and a brief cover letter outlining your CX achievements and why you’re excited about this role.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require reasonable accommodations during the application or interview process, please contact our Human Resources team.

Ready to Join the brighthush Team?

We’re looking for a visionary CX leader who can drive measurable improvements, inspire a high‑performing team, and help us continue to set the standard for customer experience in logistics. If that sounds like you, we can’t wait to hear from you.