Senior Customer Experience Manager – Strategic Leadership & Operational Excellence in Logistics & E‑Commerce Delivery Services

About brighthush

brighthush is a trailblazer in the fast‑moving world of same‑day and next‑day delivery, powering the e‑commerce and product‑supply ecosystems that keep millions of shoppers satisfied. Founded in 1986, we have grown from a regional courier to the leading provider of high‑volume, high‑value logistics solutions for some of the largest retailers in the United States. Our mission is simple: deliver exceptional customer experiences at every touchpoint, from the moment an order is placed to the moment it arrives at the customer’s doorstep. We do this by combining cutting‑edge technology, a culture of continuous improvement, and a relentless focus on people—both our customers and our team members.

Role Overview

As the Senior Customer Experience Manager at brighthush, you will be the architect and steward of our customer experience strategy. You will lead a high‑performing team of 4–5 customer experience specialists, drive cross‑functional collaboration between Commercial and Operations, and translate customer insights into actionable initiatives that elevate satisfaction, loyalty, and retention. This is a remote, full‑time role that offers the flexibility to work from anywhere in the United States where brighthush is authorized to employ, while still being an integral part of a fast‑paced, data‑driven organization.

Key Responsibilities

• Customer Experience Strategy: Design, implement, and continuously refine end‑to‑end customer journey maps that align with brighthush’s business objectives and brand promise.
• Operational Excellence: Oversee day‑to‑day customer experience operations, streamline workflows, and ensure consistent, high‑quality service delivery across all customer touchpoints.
• Escalation Management: Serve as the primary escalation point between Commercial and Operations, ensuring timely resolution of complex customer issues and proactive risk mitigation.
• Strategic Account Support: Partner with key accounts to understand their unique needs, provide tailored support, and drive joint initiatives that enhance the overall customer experience.
• Team Leadership & Development: Recruit, coach, and develop a small but dynamic team, setting clear performance expectations, conducting regular feedback sessions, and fostering a culture of continuous learning.
• Data‑Driven Decision Making: Leverage customer satisfaction metrics, feedback programs, and analytics to identify trends, uncover root causes, and recommend data‑backed improvements.
• Financial Stewardship: Manage the customer experience budget, monitor ROI of initiatives, and collaborate with finance to ensure alignment with corporate financial goals.
• Process Innovation: Champion service design methodologies to create scalable, repeatable processes that enhance efficiency and customer delight.
• Compliance & Security: Ensure all customer experience activities adhere to brighthush’s Acceptable Use policy and industry best practices for data security and privacy.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer experience, customer success, or related fields, with at least 2 years in a supervisory or leadership role.
• Bachelor’s degree in Business, Marketing, Operations, or a related discipline (or equivalent practical experience).
• Proven expertise in customer journey mapping, service design, and experience strategy development.
• Strong analytical skills with experience using customer satisfaction measurement tools (e.g., CSAT, NPS, CES) and data analytics platforms.
• Financial acumen: ability to manage budgets, forecast costs, and evaluate ROI of customer experience initiatives.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Demonstrated ability to lead, motivate, and develop a small team in a remote environment.
• Commitment to brighthush’s values of integrity, collaboration, and continuous improvement.

Preferred Qualifications

• Experience in the logistics, transportation, or e‑commerce delivery industry.
• Knowledge of advanced service design frameworks such as Design Thinking or Lean UX.
• Proficiency with CRM and customer experience platforms (e.g., Zendesk, Salesforce, Medallia).
• Background in change management and process improvement initiatives.
• Experience working with cross‑functional teams in a matrixed organization.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Problem Solving: Strong analytical mindset with a bias for action.
• Leadership: Inspiring and coaching others to achieve high performance.
• Customer‑Centricity: Passion for delivering delight at every customer interaction.
• Collaboration: Comfortable working across departments and building consensus.
• Adaptability: Thrives in a fast‑moving, evolving environment.
• Data Literacy: Comfortable interpreting metrics and turning insights into strategy.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the impact you make. As Senior Customer Experience Manager, you will have the opportunity to:

• Lead cross‑functional projects that shape the future of our customer experience platform.
• Mentor and coach junior team members, building a pipeline of future leaders.
• Participate in executive‑level strategy sessions and influence company‑wide initiatives.
• Access a robust learning and development program, including certifications in service design, data analytics, and leadership.
• Earn performance‑based bonuses and long‑term incentive plans that reward your contributions.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and a shared commitment to customer excellence. Our remote culture is supported by:

• Regular virtual town halls and all‑hands meetings.
• Flexible work hours that respect work‑life balance.
• Digital collaboration tools (Slack, Teams, Miro) that keep teams connected.
• A culture of psychological safety where ideas are welcomed and constructive feedback is the norm.
• Community outreach and volunteer programs that encourage employees to give back.

Compensation & Benefits

The base salary range for this role is $84,000 – $105,000, with potential to grow to a total base of up to $126,000 based on experience and performance. In addition to a competitive base, you may be eligible for:

• Up to a 15% bonus target tied to individual and company performance.
• Comprehensive medical, dental, and vision coverage.
• Life and short‑/long‑term disability insurance.
• 401(k) retirement plan with company match.
• Generous flexible vacation policy with accruals up to 160 hours over tenure.
• Paid sick leave, two floating holidays, and six paid company holidays.
• Paid parental leave: two weeks of pregnancy disability and four weeks of parental bonding.
• Wellness and employee assistance programs.

How to Apply

If you are passionate about transforming customer experiences, thrive in a dynamic environment, and want to make a tangible impact at a leading logistics provider, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Our recruiting team will review your application promptly and reach out to schedule an initial conversation.

Closing Statement

Join brighthush and become part of a forward‑thinking organization that values innovation, collaboration, and customer obsession. As Senior Customer Experience Manager, you will shape the future of how millions of customers interact with our brand, while advancing your own career in a supportive, growth‑oriented environment. We look forward to welcoming you to the brighthush family.