Senior Customer Experience Operations Manager – CX Strategy, Workflow Automation, and Team Leadership at brighthush

About brighthush

brighthush is a pioneering, fully‑remote technology firm that empowers churches and faith‑based organizations with cutting‑edge online giving, church management, and engagement solutions. Our mission is to simplify the digital experience for congregations worldwide, blending deep industry expertise with a passion for innovation. With a distributed team across the United States, we thrive on collaboration, continuous learning, and a shared commitment to making a positive impact in communities everywhere. As a leader in the faith‑tech space, brighthush is redefining how spiritual communities connect, grow, and thrive in the digital age.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven organization that values creativity, autonomy, and professional growth. We believe that great customer experiences start with empowered teams, and we invest heavily in our people through mentorship, training, and a flexible work environment that respects work‑life balance. As a Senior Customer Experience Operations Manager, you’ll have the opportunity to shape the future of our CX strategy, lead high‑impact initiatives, and mentor a talented group of professionals who are as passionate about technology as they are about service. Your work will directly influence the way thousands of churches and nonprofits engage with their communities, making a tangible difference in people’s lives.

Key Responsibilities

• Own the CX Operations Blueprint: Design, implement, and continuously refine the end‑to‑end customer experience strategy, ensuring seamless interactions across all touchpoints—from onboarding and adoption to support and feedback loops.
• Drive Workflow Optimization: Identify bottlenecks, streamline processes, and implement best practices that increase efficiency, reduce response times, and elevate customer satisfaction scores. Champion automation initiatives using tools such as Zapier, Pendo, and custom scripts.
• Manage the Technology Stack: Oversee the selection, integration, and continuous improvement of tools including Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, and other SaaS platforms to support scalable operations.
• Lead Cross‑Functional Initiatives: Collaborate with Product, Engineering, Marketing, Finance, and Sales to align operational goals with broader company objectives, ensuring a unified approach to customer success.
• Build and Mentor a High‑Performing Team: Recruit, coach, and retain a diverse customer operations team, fostering a culture of growth, accountability, and continuous improvement. Facilitate regular feedback sessions, career development plans, and knowledge‑sharing workshops.
• Analyze, Report, and Advocate: Build dashboards, track KPIs, and present actionable insights to senior leadership. Translate data into strategic recommendations that drive decision‑making and operational excellence.
• Engage with the Community: Travel 3–6 times per year to partner churches, client sites, and industry events to gather firsthand feedback, strengthen relationships, and stay connected to the end‑user experience.
• Champion Continuous Improvement: Lead initiatives such as process re‑engineering, automation projects, and quality assurance programs to keep brighthush at the forefront of customer service excellence.
• Champion a Culture of Innovation: Encourage experimentation, support rapid prototyping, and celebrate successes—both big and small—to keep the team motivated and engaged.

Essential Qualifications

• Minimum 5 years of progressive experience managing business systems, integrations, or operational technology in a customer‑facing environment.
• Proven track record of improving operational efficiency, reducing costs, and enhancing customer satisfaction.
• Strong leadership experience: successfully built, coached, and scaled high‑performing teams.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Ability to travel 3–6 times per year and work effectively in a remote, distributed setting.
• U.S. residency and legal authorization to work full‑time in the United States.
• Fluency in English.

Preferred Qualifications

• Experience in the faith‑based or nonprofit technology sector.
• Hands‑on expertise with Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, and Zapier.
• Background in data analytics, process improvement (Lean, Six Sigma), or change management.
• Knowledge of cloud‑based SaaS platforms and API integrations.
• Demonstrated ability to manage large‑scale projects with cross‑functional teams.

Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable operational plans.
• Analytical Acumen: Proficiency in data analysis, KPI development, and performance measurement.
• Project Management: Expertise in Agile and Scrum methodologies, with a knack for delivering projects on time and within budget.
• Technical Fluency: Comfortable navigating complex tech stacks and driving integrations.
• Leadership & Coaching: Skilled at motivating teams, providing constructive feedback, and fostering a culture of continuous learning.
• Customer‑Centric Mindset: Deep empathy for end‑users and a passion for crafting exceptional experiences.
• Adaptability: Thrives in a fast‑moving, remote environment and can pivot quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As Senior Customer Experience Operations Manager, you’ll have the chance to:

• Progress to Director of Customer Experience or Head of Operations, overseeing a global team.
• Lead cross‑departmental strategy sessions that shape product roadmaps and market positioning.
• Participate in executive leadership meetings, gaining exposure to high‑level decision making.
• Access a robust learning ecosystem, including mentorship programs, industry conferences, and internal knowledge‑sharing workshops.
• Contribute to brighthush’s mission by driving initiatives that directly impact the communities we serve.
• Develop expertise in emerging technologies such as AI‑powered customer support, predictive analytics, and blockchain‑based donation platforms.

Work Environment & Company Culture

brighthush’s culture is built on trust, transparency, and a shared purpose. We celebrate diversity, encourage open dialogue, and empower employees to take ownership of their work. Key cultural pillars include:

• Remote First: Work from anywhere in the U.S. with flexible hours that respect personal commitments.
• Collaborative Spirit: Regular virtual town halls, team‑building events, and cross‑functional hackathons.
• Innovation Hub: A sandbox environment where ideas are tested, iterated, and scaled.
• Well‑Being Focus: Comprehensive wellness programs, mental health resources, and a supportive community.
• Inclusive Leadership: Leaders who actively listen, provide constructive feedback, and champion diversity and inclusion.

Compensation & Benefits

We offer a competitive salary range of $95,000 – $125,000 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Generous paid time off (PTO) and flexible vacation policies.
• 401(k) retirement plan with company match.
• Comprehensive health, dental, and vision insurance.
• Parental leave policies that support new parents.
• Professional development stipend and access to industry certifications.
• Equity options to share in brighthush’s growth.
• Annual travel stipend for on‑site visits and conferences.
• Access to a curated library of books, courses, and learning resources.
• Monthly wellness stipend for gym memberships, meditation apps, or other self‑care activities.

How to Apply

If you’re a results‑driven leader who thrives on improving customer experiences, building high‑performing teams, and driving operational excellence, we’d love to hear from you. Submit your application through the link below, and let’s explore how you can help shape the future of faith‑based technology at brighthush.