Senior Customer Experience Manager – Telehealth & Digital Health Services – Lead CX Strategy, Team Leadership, and Data‑Driven Optimization

About brighthush

At brighthush, we’re redefining the way people experience health and wellness. Our mission is simple yet ambitious: to make optimal health accessible to everyone, everywhere. By combining science‑backed supplements with cutting‑edge telehealth services, we empower individuals to take control of their well‑being through personalized care, real‑time support, and a seamless digital experience. Our team is passionate, collaborative, and driven by a shared commitment to innovation, empathy, and measurable impact.

Why Join brighthush?

Working at brighthush means you’ll be part of a fast‑growing, mission‑driven organization that values creativity, data‑driven decision making, and continuous learning. We offer:

• Competitive salary and performance‑based bonuses
• Comprehensive health, dental, and vision insurance for you and your family
• Unlimited paid time off and a flexible work‑from‑home policy
• Professional development budget and access to industry conferences
• Equity opportunities for senior leaders
• Inclusive culture that celebrates diversity, equity, and belonging
• Regular team retreats, wellness programs, and community service days

Position Overview

As the Senior Customer Experience Manager for our telehealth division, you will be the strategic leader responsible for designing, executing, and continuously improving the customer journey across all digital touchpoints. You will partner with cross‑functional teams—including product, engineering, compliance, and marketing—to ensure that every interaction reflects brighthush’s commitment to quality, empathy, and regulatory excellence.

Key Responsibilities

• Lead and Mentor the CX Team: Build a high‑performing, data‑driven customer experience team of agents, supervisors, and analysts. Provide coaching, performance reviews, and career development plans.
• Strategic CX Planning: Develop and own the CX strategy for telehealth services, aligning with business goals, brand voice, and regulatory requirements.
• Process & Automation Design: Identify opportunities to streamline workflows, implement automation (chatbots, ticket routing, knowledge base updates), and reduce manual effort.
• Escalation Management: Own the escalation process, ensuring timely resolution of high‑impact issues and root‑cause analysis to prevent recurrence.
• Metrics & Reporting: Define, track, and report on key performance indicators (CSAT, NPS, first‑contact resolution, SLA compliance). Use insights to drive continuous improvement.
• Vendor & Partner Oversight: Manage relationships with ticketing platform vendors, telehealth technology partners, and third‑party service providers.
• Compliance & Quality Assurance: Ensure all CX activities comply with HIPAA, GDPR, and other relevant regulations. Conduct regular audits and quality checks.
• Stakeholder Collaboration: Work closely with product, engineering, and marketing to embed customer insights into feature development and communication strategies.
• Customer Advocacy: Champion the customer’s voice in executive meetings, product roadmaps, and strategic initiatives.
• Travel & Representation: Represent brighthush at industry events, partner meetings, and occasional travel to New York City for client and vendor engagements.

Essential Qualifications

• Minimum 3 years of progressive experience managing customer experience in a direct‑to‑consumer (DTC) or telehealth environment.
• Proven track record of leading and scaling CX teams in a fast‑paced, technology‑driven setting.
• Deep understanding of ticketing platforms (e.g., Zendesk, Freshdesk), CRM systems, and customer analytics tools.
• Strong knowledge of HIPAA regulations, data privacy, and compliance best practices.
• Experience designing and implementing automation workflows to improve efficiency and customer satisfaction.
• Excellent analytical skills with the ability to translate data into actionable insights.
• Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Authorized to work in the United States without sponsorship.
• Willingness to travel occasionally to New York City for client and vendor meetings.

Preferred Qualifications

• Background in healthcare or telehealth product management.
• Experience with AI‑powered customer support solutions.
• Knowledge of quality assurance frameworks and continuous improvement methodologies (Six Sigma, Kaizen).
• Prior experience in a startup or high‑growth environment.
• Multilingual capabilities, especially in Spanish or other widely spoken languages.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable CX initiatives.
• Leadership & Coaching: Proven ability to inspire, develop, and retain top talent.
• Data‑Driven Decision Making: Comfortable working with large datasets, dashboards, and KPI dashboards.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning feedback into improvement.
• Project Management: Skilled at managing multiple initiatives, timelines, and cross‑functional dependencies.
• Regulatory Acumen: Understanding of HIPAA, GDPR, and other privacy laws relevant to telehealth.
• Technical Proficiency: Familiarity with API integrations, workflow automation, and basic scripting.
• Adaptability: Thrive in a dynamic environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As Senior CX Manager, you will:

• Progress to a Director of Customer Experience role, overseeing multiple CX functions across product lines.
• Take on cross‑functional leadership in product strategy, data science, or compliance.
• Lead global CX initiatives, expanding our reach beyond the United States.
• Participate in executive leadership meetings, shaping the company’s vision and strategy.
• Access to a dedicated learning budget for certifications in CX, data analytics, or healthcare compliance.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer impact. We celebrate:

• Open communication channels across all levels.
• Regular hackathons and innovation sprints.
• Inclusive decision‑making processes that value diverse perspectives.
• Work‑life balance, with a flexible remote policy and generous PTO.
• Community outreach programs that align with our mission of accessible health.

Compensation & Benefits

While specific figures vary based on experience, the role offers a competitive base salary, performance bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) with company match.
• Unlimited paid time off.
• Professional development stipend.
• Equity options for senior leaders.
• Wellness stipend and gym membership discounts.

How to Apply

Ready to shape the future of telehealth customer experience? Click the link below to submit your application and join the brighthush team. We’re excited to learn how your expertise can help us deliver world‑class care to millions of customers worldwide.