Senior Customer Experience Operations Manager – AI‑Driven SaaS Platform – Lead CX & GTM Automation at brighthush

About brighthush

brighthush is a trailblazing AI‑powered education technology company that empowers teachers worldwide with intelligent tools to transform classroom experiences. With a growing community of over 7 million educators, we are on a mission to make learning more engaging, equitable, and efficient. Our platform blends generative AI, data analytics, and seamless customer experience workflows to help teachers focus on what they do best: inspire students.

Why This Role Matters

As the Customer Experience Operations Manager, you will be the linchpin that connects our product vision with the day‑to‑day interactions our users have with brighthush. You’ll translate business goals into scalable systems, champion AI‑enhanced workflows, and ensure that every touchpoint—from onboarding to renewal—delivers delight and value. Your work will directly influence teacher satisfaction, platform adoption, and ultimately, student outcomes.

Key Responsibilities

• Strategic Workflow Design – Translate evolving business needs into prioritized, actionable workflows that scale as brighthush grows.
• AI‑Assisted Workflow Prototyping – Identify, prototype, and launch AI‑driven processes such as call summarization, account health monitoring, renewal risk alerts, and ticket triage.
• GTM Stack Evaluation – Assess AI features across our go‑to‑market stack (Salesforce Agentforce/Einstein, Gong, Intercom) and recommend adoption, configuration, or de‑commissioning.
• First‑Line System Support – Serve as the primary troubleshooter for Salesforce and GTM systems, diagnosing and resolving issues independently.
• Prompt Engineering & Documentation – Write, maintain, and share reusable prompts, agent instructions, and templates that empower the broader team.
• Automation & Flow Management – Build and maintain Salesforce flows and automations, while documenting processes and preserving a single source of truth.
• Cross‑Functional Project Leadership – Define project scope, align stakeholders, and keep initiatives ruthlessly prioritized to deliver maximum impact.
• System & Reporting Excellence – Ensure CX systems and reporting are intuitive, reliable, and user‑centric, with a bias toward clarity and standardization.

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 and the ability to translate business problems into system solutions.
• Proficiency in Google Sheets and basic SQL; comfort learning additional tools in the GTM stack.
• Track record managing projects with multiple stakeholders, balancing trade‑offs, and staying focused on impact.
• Excellent documentation, standardization, and scaling of processes with strong time‑management and collaboration skills.
• Comfortable pushing back on stakeholders and building consensus to ensure the right problems are solved.
• Hands‑on experience using LLMs (Claude, ChatGPT, etc.) to solve real operational problems.
• Comfort with prompt design and evaluating output quality.
• Familiarity with automation and integration tools (N8N, Zapier, MCP connectors).
• Judgment about when AI is the right tool and when deterministic flows are preferable.

Preferred (Nice to Have) Experience

• Experience with CX‑enablement platforms such as Gong, Chili Piper, Skilljar, Intercom.
• Background supporting Product‑Led Growth (PLG) teams or strategies.
• Experience thriving in high‑growth, startup‑like environments where agility and prioritization are critical.

What You’ll Gain at brighthush

• Impactful Work – Build AI solutions that directly improve teacher productivity and student learning.
• Career Growth – Rapid advancement opportunities in a fast‑moving organization; mentorship from seasoned leaders.
• Learning & Development – Access to AI research, industry conferences, and continuous learning resources.
• Collaborative Culture – A culture built on trust, communication, and shared purpose, regardless of remote location.
• Work‑Life Balance – Unlimited time off, flexible schedules, and a focus on employee well‑being.
• Competitive Compensation – Base salary range of $90 k–$120 k, generous stock options, 401(k) match, and monthly wellness stipend.
• Health & Wellness – Employer‑paid health, dental, and vision plans with low premiums.

Our Core Values

• Educators Are Magic – We put teachers at the center of every decision, empowering them to lead change.
• Joy & Magic – We infuse every learning experience with wonder and push the boundaries of AI.
• Community – We build a supportive network that thrives amid rapid technological change.
• Innovation – We challenge the status quo to bring equity, access, and personalized learning to all.
• Responsibility – Safety and ethical considerations guide every AI deployment.
• Diversity – Diverse perspectives fuel our ability to serve a global educator community.
• Excellence – We strive for the highest quality in everything we do.

Ready to Join brighthush?

If you are passionate about leveraging AI to transform education, thrive in a fast‑paced environment, and want to make a tangible difference for millions of teachers, we want to hear from you. Apply today and become a key driver of customer experience excellence at brighthush.