Senior Customer Experience Operations Manager – AI‑Driven CX & Salesforce Automation Lead

About brighthush

At brighthush, we’re redefining the future of education with cutting‑edge generative AI tools that empower teachers worldwide. Since our launch two years ago, we’ve grown to a vibrant community of over 7 million educators who rely on our platform to streamline lesson planning, personalize learning, and unlock new possibilities for every classroom. Our mission is simple yet bold: to make education more efficient, equitable, and inspiring through technology that amplifies the human touch.

We’re a fast‑moving, mission‑driven team that thrives on curiosity, collaboration, and a relentless focus on impact. If you’re passionate about leveraging AI to solve real‑world problems, enjoy working in a dynamic startup environment, and want to be part of a culture that values trust, transparency, and continuous learning, brighthush is the place for you.

Role Overview

As the Senior Customer Experience Operations Manager, you will be the linchpin that connects our product, sales, and support teams to deliver a seamless, data‑driven customer journey. You’ll translate evolving business needs into scalable workflows, champion AI‑enhanced processes, and ensure our CX stack—Salesforce, Intercom, Gong, and more—operates at peak efficiency. Your work will directly influence how thousands of teachers experience brighthush, driving satisfaction, retention, and advocacy.

Key Responsibilities

• Workflow Design & Automation: Translate business requirements into actionable, prioritized workflows. Build and maintain Salesforce flows, automations, and integrations that reduce manual effort and increase reliability.
• AI‑Assisted Process Innovation: Prototype and deploy AI‑powered solutions such as call summarization, account health signals, renewal risk flags, and ticket triage. Evaluate performance, iterate, and bring successful pilots to production.
• GTM Stack Evaluation: Assess AI features across our go‑to‑market stack (Salesforce Einstein, Gong, Intercom, etc.). Recommend adoption, configuration, or de‑commissioning based on ROI and user impact.
• System Support & Troubleshooting: Serve as the first line of defense for Salesforce and GTM systems. Diagnose, troubleshoot, and resolve issues independently, ensuring minimal disruption to customer-facing teams.
• Documentation & Knowledge Management: Write and maintain prompts, agent instructions, and reusable templates. Document processes, maintain a single source of truth, and ensure knowledge is accessible to all stakeholders.
• Cross‑Functional Project Leadership: Define project scope, align stakeholders, and prioritize initiatives ruthlessly. Own project timelines, deliverables, and success metrics.
• Reporting & Analytics: Build intuitive, reliable CX dashboards. Use data to surface insights, drive continuous improvement, and advocate for user‑first enhancements.
• Stakeholder Advocacy: Build consensus, push back when necessary, and champion the right problems to solve. Translate complex technical details into clear business value.

Essential Qualifications

• 2–4 years of experience in customer experience, revenue operations, or GTM operations, preferably within SaaS.
• Proven expertise administering and building in Salesforce (flows, automations, reporting).
• Strong technical troubleshooting skills with the ability to translate business problems into system solutions.
• Proficiency in Google Sheets and basic SQL; comfortable learning additional GTM tools.
• Track record of managing multi‑stakeholder projects, balancing trade‑offs, and delivering high‑impact outcomes.
• Excellent documentation skills; ability to standardize and scale processes.
• Comfortable pushing back on stakeholders and building consensus to solve the right problems.
• Hands‑on experience using LLMs (Claude, ChatGPT, etc.) to solve operational challenges.
• Strong prompt‑design skills and ability to evaluate output quality.
• Familiarity with automation and integration tools (N8N, Zapier, MCP connectors).
• Judgment in selecting AI versus deterministic flows based on context.

Preferred Qualifications

• Experience with CX‑enablement platforms such as Gong, Chili Piper, Skilljar, Intercom.
• Background supporting Product‑Led Growth (PLG) teams or strategies.
• Experience in high‑growth, startup‑like environments where agility and prioritization are critical.
• Knowledge of advanced Salesforce features (Einstein Analytics, Flow Builder, Process Builder).
• Experience with data‑driven decision making and A/B testing in a customer‑facing context.

Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Exceptional communication—both written and verbal—across technical and non‑technical audiences.
• Project management acumen: scope definition, risk mitigation, and stakeholder alignment.
• Adaptability: thrive in a fast‑changing environment and pivot priorities as needed.
• Collaboration: work seamlessly with product, engineering, sales, and support teams.
• Customer‑centric focus: always advocate for the end‑user experience.
• Analytical rigor: translate metrics into actionable insights.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You’ll have the chance to:

• Lead cross‑functional initiatives that shape the future of our CX stack.
• Mentor junior team members and share best practices across the organization.
• Participate in industry conferences, hackathons, and AI research forums.
• Take ownership of new product features and see them through from concept to launch.
• Advance into senior leadership roles such as Director of Customer Experience or Head of Operations.

Work Environment & Culture

Our culture is built on:

• Trust & Autonomy: You’ll have the freedom to experiment, iterate, and own your projects.
• Collaboration: We celebrate diverse perspectives and encourage open dialogue.
• Continuous Learning: Access to internal training, external courses, and a generous learning stipend.
• Flexibility: Fully remote work with flexible hours to support work‑life balance.
• Community: Regular virtual coffee chats, hack days, and community‑building events.

Compensation & Benefits

While specific figures vary by role and location, we offer a competitive total‑compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Generous stock‑option grant, vesting over four years.
• 401(k) plan with company match.
• Monthly wellness stipend.
• Unlimited paid time off to support rest and rejuvenation.
• Choice of employer‑paid health, dental, and vision plans.
• Professional development budget and conference travel support.

How to Apply

Ready to join a team that’s reshaping education through AI? Submit your application through our careers portal. We’re excited to learn how your expertise can help us elevate the teacher experience worldwide.

Why brighthush?

At brighthush, you’ll:

• Work on transformative AI technology that directly benefits educators and students.
• Be part of a mission‑driven team dedicated to making education more efficient and equitable.
• Enjoy the flexibility of remote work while engaging with a vibrant, trust‑based culture.
• Benefit from unlimited time off, comprehensive health coverage, and a robust equity package.
• Grow professionally in a fast‑paced, high‑impact environment.

We’re looking for passionate, innovative thinkers who are ready to make a tangible difference. If that sounds like you, we encourage you to apply today and help us bring joy, magic, and innovation to classrooms around the globe.