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

About brighthush

brighthush is not just a logistics provider; we are the invisible engine that powers the most ambitious e‑commerce brands across North America and Europe. By marrying 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 Join brighthush?

At brighthush, you’ll be part of a high‑velocity, high‑impact team that is redefining how brands connect with their customers. You’ll collaborate with world‑class product, engineering, and operations teams, and you’ll have the chance to shape the future of parcel logistics technology. 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 that our partners achieve faster delivery times, lower shipping costs, and higher customer satisfaction.

Role Overview

As the Senior Customer Experience Manager – Parcel Delivery & Logistics Excellence at brighthush, you will serve as 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.

Key Responsibilities

• Primary Point of Contact: Act as the main liaison for brighthush Parcel customers, ensuring business alignment and addressing specific shipping and logistics needs.
• Strategic Delivery Experience: Partner with customers to optimize their delivery experience, focusing on KPIs such as delivery speed, shipping costs, and carrier performance.
• Integration Support: Guide customers through the integration of their systems with the brighthush Parcel platform to ensure seamless program execution.
• Carrier & Market Expertise: Serve as a resource for customers on the US domestic parcel landscape, including rate optimization and diversification across national and regional carriers.
• Business Reviews: Lead and coordinate customer business reviews, offering strategic insights to enhance service outcomes and drive sustained customer loyalty.
• Financial Accuracy: Audit parcel invoices, track outstanding accounts receivable (A/R), and facilitate timely resolution of financial discrepancies.
• Cross‑Functional Feedback: Collaborate with Product and Engineering teams to provide customer feedback that influences the brighthush Parcel technology roadmap.
• Continuous Improvement: Identify process gaps and recommend enhancements to improve customer onboarding, support, and overall satisfaction.
• Data‑Driven Insights: Leverage analytics to uncover trends, forecast demand, and recommend proactive solutions to customers.
• Mentorship: Coach junior Customer Experience team members, sharing best practices and fostering a culture of excellence.

Essential Qualifications

• Industry Experience: Proven experience in customer experience or account management, specifically within Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Parcel Knowledge: A strong understanding of parcel shipping logistics, including carrier management (brighthush, brighthush, brighthush), sortation, and last‑mile delivery.
• Technical Familiarity: Familiarity with Warehouse Management Systems (WMS), API integrations, and CRM tools like brighthush.
• Analytical Mindset: Ability to analyze complex shipping data and financial concepts to craft a compelling ROI and business case for service improvements.
• Communication Skills: Exceptional relationship‑building skills with the ability to manage multiple priorities in a fast‑paced environment.
• Bonus: Background in business transformation initiatives or process optimization.

Preferred Qualifications

• Experience in Supply Chain, Warehouse Fulfillment, or Ecommerce.
• Familiarity with service‑level agreements (SLAs) and operational metrics.
• Background in business transformation initiatives or process optimization.
• Proficiency in CRM or customer service management tools.

Skills & Competencies

• Strategic Thinking: Ability to 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 also 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.