Senior Customer Experience Manager – Leading Service Excellence, Continuous Improvement, and Client Delight in Facility Services for brighthush

About brighthush

brighthush is a trailblazer in the North American facility services arena, stewarding more than 2 billion square feet of commercial, industrial, and institutional space every 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.

At brighthush, we believe that exceptional customer experience is the cornerstone of long‑term success. We invest in cutting‑edge technology, continuous learning, and a collaborative mindset to ensure every interaction—whether on the front line or behind the scenes—delivers measurable value and lasting satisfaction.

Position Overview

As the Senior Customer Experience Manager, 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

• Team Leadership & Development: Inspire, coach, and develop a dynamic team of Customer Experience (CE) supervisors and staff, fostering a culture of accountability, growth, and service‑centric thinking.
• Performance Measurement: Design, implement, and refine performance metrics, dashboards, and reporting frameworks that align with brighthush’s strategic objectives and industry best practices.
• Process Innovation: Partner with senior leadership, IT, and cross‑functional stakeholders to identify, prioritize, and execute process improvements that elevate the customer journey.
• Issue Resolution Ownership: Own the end‑to‑end lifecycle of customer issue resolution, from escalation management to root‑cause analysis and preventive action.
• Technology Enablement: Drive the adoption of technology solutions—such as CRM platforms, knowledge bases, and analytics tools—to empower the CE team and enhance service delivery.
• Continuous Learning Culture: Champion a culture of continuous learning by facilitating coaching sessions, feedback loops, and knowledge sharing across the organization.
• Client Engagement: Represent brighthush in client meetings, quarterly business reviews, and strategic discussions, ensuring that customer insights inform business decisions.
• Talent Management: Collaborate with Human Resources to manage talent acquisition, performance reviews, and professional development plans for the CE team.
• Onboarding & Integration: Oversee the seamless rollout of new accounts, software integrations, and merger‑acquisition client setups, ensuring a smooth transition and high adoption rates.
• Compliance & Quality Assurance: 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.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As Senior Customer Experience Manager, you will:

• Gain exposure to executive‑level strategy sessions, shaping the future of our customer experience roadmap.
• Lead cross‑functional initiatives that span technology, operations, and client relations, broadening your skill set.
• Access a robust learning ecosystem, including certifications in Six Sigma, Lean, and advanced analytics.
• Participate in mentorship programs that pair you with senior leaders across the organization.
• Enjoy a clear career ladder that can lead to Director of Customer Experience, VP of Operations, or Chief Experience Officer roles.

Work Environment & Company Culture

brighthush is built on a foundation of respect, collaboration, and continuous improvement. Our culture is defined by:

• Inclusive Collaboration: Diverse teams working together to solve complex challenges.
• Employee Empowerment: Autonomy to make decisions that impact customer satisfaction.
• Recognition & Celebration: Regular shout‑outs, awards, and team celebrations for outstanding performance.
• Work‑Life Balance: Flexible schedules, remote‑friendly options, and generous paid time off.
• Community Engagement: Volunteer opportunities and partnerships with local charities.

Compensation, Perks & Benefits

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

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to customer satisfaction metrics and operational goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including gym memberships and mental health resources.
• Team‑building retreats and off‑site events.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values every interaction. You’ll:

• Lead initiatives that directly influence the satisfaction of thousands of clients across diverse industries.
• Work with cutting‑edge technology and data analytics to drive measurable improvements.
• Collaborate with a passionate, high‑energy team that celebrates success and learns from challenges.
• Advance your career in a supportive environment that rewards innovation and results.

Ready to Make an Impact?

If you are a strategic thinker, data‑savvy leader, and customer‑obsessed professional ready to elevate the experience of brighthush’s clients, we want to hear from you. Apply today and help us shape the future of facility services.