Senior Customer Experience & Operations Executive – Leading Global Remote Teams, Driving Process Innovation, and Delivering Data‑Powered Excellence at brighthush

About brighthush

brighthush is not just a logistics platform; it’s a technology‑driven catalyst that is redefining how goods move across borders. Every year, more than 5 million visitors land on our site to compare, book, and manage shipments with an ease and transparency that sets a new industry standard. Our mission is to make logistics effortless, data‑driven, and customer‑centric, and we are accelerating that vision by expanding our footprint across the United States, Europe, and beyond.

At the core of our growth is brighthush Pro, a cutting‑edge Transport Management Solution (TMS) that empowers merchants to ship using their own carrier accounts while enjoying full visibility and control through our SaaS platform. This product is driving a paradigm shift from consumer‑centric to enterprise‑centric growth and is the engine behind our global expansion strategy.

As a remote‑first organization with 120 talented employees worldwide, brighthush thrives on autonomy, collaboration, and continuous improvement. We have eliminated office politics and daily commutes, creating a global team that is united by purpose and high performance.

Why This Role Matters

In a company that is scaling at breakneck speed, the customer experience is the linchpin of our success. The Senior Customer Experience & Operations Executive will spearhead a dynamic, 50‑strong remote team, shaping how we serve both consumers and business customers. You will be the catalyst for process innovation, cross‑department alignment, and data‑driven excellence, ensuring that every interaction reflects brighthush’s commitment to quality and delight.

Key Responsibilities

• Strategic Team Leadership – Oversee and mentor a network of team leaders who manage frontline agents. Set clear performance metrics, foster a culture of accountability, and drive high‑performance outcomes in a fast‑paced environment.
• Cross‑Functional Collaboration – Partner with Customer Experience, QA, Product, Marketing, and Technology teams to align service delivery with business objectives. Translate frontline insights into actionable improvements across the customer journey.
• Customer Feedback & Insight Management – Design and execute comprehensive feedback loops (surveys, NPS, CSAT, CES). Analyze data to surface pain points, prioritize initiatives, and report findings to executive leadership.
• Service Quality & Metrics Governance – Own the measurement of key KPIs: Net Promoter Score, Customer Satisfaction, First‑Contact Resolution, Average Handle Time, and Customer Effort Score. Implement dashboards, trend analyses, and continuous improvement plans.
• Communication Strategy Development – Craft proactive communication protocols for delivery updates, service disruptions, and issue resolutions. Ensure consistency across email, SMS, in‑app, and web channels.
• Process & Automation Innovation – Identify opportunities to automate routine tasks, streamline workflows, and reduce friction. Work with Engineering and Product to roll out new tools and features.
• Vendor & Partner Relations – Manage relationships with major courier partners. Negotiate service levels, resolve escalations, and ensure partner performance aligns with customer expectations.
• Customer Education & Self‑Service Enablement – Lead the creation of knowledge bases, FAQs, and how‑to guides that empower customers to resolve issues independently, reducing support volume and enhancing satisfaction.
• Talent Development & Succession Planning – Build a pipeline of future leaders by coaching team leaders, conducting performance reviews, and identifying high‑potential agents for growth.

Essential Qualifications

• Minimum 10 years of progressive customer service experience, with at least 7 years in a managerial capacity overseeing large teams (40–50+ direct reports).
• Proven track record in high‑volume, high‑pressure environments (e‑commerce, logistics, SaaS).
• Demonstrated ability to make decisive, data‑driven decisions under tight deadlines.
• Strong analytical mindset with experience monitoring and improving service metrics.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• High typing speed (≥ 40 WPM) and proficiency with customer service platforms.
• Diplomatic, customer‑focused demeanor with a passion for building lasting relationships.
• Experience in the parcel delivery, logistics, or e‑commerce sector is highly desirable.

Preferred Qualifications

• Background in SaaS or enterprise‑level customer support.
• Experience managing cross‑border teams across multiple time zones.
• Familiarity with TMS or logistics software.
• Leadership in process automation initiatives (e.g., RPA, AI chatbots).

Core Competencies & Skills

• Leadership & Coaching – Inspire, develop, and retain top talent.
• Decisiveness & Problem‑Solving – Resolve complex escalations swiftly.
• Collaboration & Influence – Build consensus across departments.
• Process & Automation Mindset – Champion continuous improvement.
• Customer Focus – Deliver exceptional experiences for both consumer and B2B audiences.
• Communication – Articulate vision, strategy, and feedback clearly.
• Organizational & Time‑Management – Prioritize in a dynamic environment.
• Data‑Driven Decision Making – Leverage metrics to drive performance.
• Tech Savvy – Comfortable with CRM, ticketing, and analytics tools.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as our business. You’ll have the opportunity to:

• Progress into senior leadership roles (Director of Customer Experience, VP of Customer Success).
• Lead cross‑functional initiatives that shape product strategy and market expansion.
• Participate in executive‑level strategy sessions and decision‑making.
• Access continuous learning resources: online courses, industry conferences, and internal knowledge sharing.
• Mentorship from seasoned leaders in technology, operations, and customer experience.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is defined by:

• Transparent communication across all levels.
• Data‑driven decision making and a bias for action.
• Commitment to diversity, equity, and inclusion.
• Regular virtual team‑building events and global town halls.
• Recognition programs that celebrate achievements and milestones.

Compensation & Perks

While the exact figures will be tailored to your experience, we offer a competitive base salary complemented by performance‑based bonuses. Additional benefits include:

• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off and flexible working arrangements.
• Technology stipend for home office setup.
• Unlimited learning budget for professional development.
• Employee wellness programs and mental health support.

How to Apply

If you’re ready to lead a high‑impact customer service organization, drive innovation, and help shape the future of logistics, we want to hear from you. Submit your application through our careers portal and join the brighthush team as we redefine the parcel delivery experience worldwide.

Join brighthush – Where Customer Experience Meets Innovation

At brighthush, you’ll be part of a mission‑driven, technology‑centric company that values your expertise and empowers you to make a real difference. Your leadership will shape how we serve millions of customers, influence product direction, and accelerate our global expansion. If you’re passionate about delivering world‑class service, thrive in a fast‑paced environment, and want to grow with a forward‑thinking organization, apply today and become a pivotal part of brighthush’s success story.