Senior Customer Experience Manager – Strategic Journey Mapping, Service Design, and Data‑Driven Satisfaction Analytics Leader at brighthush

About brighthush

brighthush is not just a logistics company; it’s a movement that reimagines how goods move from sellers to shoppers. By delivering lightning‑fast, reliable, and scalable same‑day and next‑day shipping solutions to e‑commerce merchants, retailers, and consumers across the United States, we turn complex supply chains into seamless, end‑to‑end experiences. Our mission is simple yet ambitious: keep partners and end‑users coming back for more by obsessing over every touchpoint that defines their journey. At brighthush, innovation, collaboration, and a shared commitment to excellence are the cornerstones of our culture. As we expand our footprint nationwide, we’re looking for a visionary leader to elevate our customer experience function to new heights.

Position Overview

As the Senior Customer Experience Manager at brighthush, you will be the architect and steward of every interaction our customers have with our brand. You will lead a high‑performing team of CX specialists, drive data‑driven insights, and partner with cross‑functional leaders to embed a customer‑centric mindset throughout our organization. Your strategic vision will shape the future of how we measure satisfaction, manage escalations, and create memorable journeys that keep our partners and end‑users coming back.

Key Responsibilities

• Lead and Inspire the CX Team: Build, mentor, and scale a diverse group of customer experience professionals. Foster a culture of curiosity, accountability, and continuous learning.
• Strategic CX Planning: Own the development and execution of the customer experience strategy, aligning it with brighthush’s business objectives and growth plans.
• Journey Mapping & Service Design: Create detailed journey maps for key customer segments, identify pain points, and design service blueprints that streamline interactions and reduce friction.
• Escalation Management: Serve as the final point of escalation for high‑impact customer issues, ensuring swift resolution and proactive root‑cause analysis.
• Data‑Driven Insights: Leverage satisfaction metrics, NPS, CSAT, and other KPIs to uncover trends, inform decision‑making, and validate the impact of CX initiatives.
• Financial Stewardship: Develop and manage the CX budget, ensuring cost‑effective allocation of resources while maximizing ROI on customer experience investments.
• Stakeholder Collaboration: Partner with product, operations, marketing, and sales teams to embed customer insights into product roadmaps, service enhancements, and go‑to‑market strategies.
• Continuous Improvement: Champion a culture of experimentation, A/B testing, and rapid iteration to refine CX processes and tools.
• Reporting & Communication: Deliver clear, actionable reports to senior leadership, translating complex data into strategic narratives.

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.
• Strong academic background: Bachelor’s degree in Business, Marketing, Operations, or a related discipline (or equivalent professional experience).
• Proven expertise in journey mapping, service design, and satisfaction measurement frameworks.
• Demonstrated ability to translate customer insights into actionable strategies that drive measurable business outcomes.
• Excellent analytical skills, with proficiency in data visualization tools (e.g., Tableau, Power BI) and statistical analysis.
• Financial literacy: experience managing budgets, forecasting, and performing ROI analyses for CX initiatives.
• Exceptional communication and presentation skills, capable of influencing stakeholders at all levels.
• Experience working in a fast‑paced, high‑growth environment, preferably within logistics, e‑commerce, or technology sectors.

Preferred Qualifications

• Advanced degree (MBA, MS in Marketing, or related) or professional certifications such as Certified Customer Experience Professional (CCXP) or Six Sigma Green Belt.
• Hands‑on experience with CX platforms (e.g., Medallia, Qualtrics) and CRM systems.
• Background in operations or supply chain management, providing a holistic view of the customer journey.
• Experience leading remote or distributed teams across multiple time zones.
• Track record of implementing AI or machine‑learning solutions to predict customer sentiment and personalize interactions.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for customers and a passion for turning feedback into action.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Leadership & Coaching: Proven talent for developing high‑performing teams and fostering a culture of growth.
• Analytical Rigor: Strong quantitative skills and comfort with data‑driven decision‑making.
• Project Management: Expertise in agile methodologies, prioritization, and resource allocation.
• Communication: Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Adaptability: Thrives in a dynamic environment, quickly pivoting to meet evolving business needs.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as our industry. As Senior Customer Experience Manager, you will:

• Progress into executive leadership roles such as Director of Customer Experience or Chief Customer Officer.
• Participate in cross‑functional leadership programs that expose you to product strategy, operations, and finance.
• Access continuous learning resources, including industry conferences, workshops, and an internal learning portal.
• Lead high‑impact projects that shape the future of customer experience across the entire organization.

Work Environment & Culture at brighthush

We believe that great work begins with a great environment. brighthush offers:

• Fully remote work across the United States, with flexible hours to support work‑life balance.
• A collaborative culture where ideas are valued and cross‑departmental teamwork is the norm.
• Regular virtual town halls, hackathons, and innovation challenges to keep the energy high.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Employee resource groups and mentorship programs that foster personal and professional growth.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Salary Range: USD 84,000 – 126,000 per year, commensurate with experience and qualifications.
• 401(k) Matching: Up to 5% of your salary, helping you build a secure financial future.
• Generous Paid Time Off: Unlimited vacation days, sick leave, and paid holidays.
• Retirement Plan: Comprehensive retirement benefits with company contributions.
• Parental Leave: Generous paid parental leave for new parents, ensuring you can focus on family and work.
• Health & Wellness: Full medical, dental, and vision coverage, plus a wellness stipend.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Employee Recognition: Quarterly awards, spot bonuses, and public acknowledgment of outstanding contributions.

How to Apply

If you’re ready to lead a transformative customer experience journey and make a tangible impact at brighthush, we’d love to hear from you. Submit your resume and a cover letter detailing your experience in customer journey design, escalation management, and data‑driven CX initiatives. Let’s build the future of delivery together.

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