Senior Customer Experience Operations Manager – Driving Strategic CX Leadership, Process Excellence, and AI‑Powered Innovation at brighthush

About brighthush

brighthush is more than a technology company – it’s a mission‑driven movement that empowers faith‑based communities to thrive in the digital age. Our cloud‑native platform streamlines donations, membership management, and community engagement, allowing churches and ministries to focus on their core purpose: serving people. With a fully distributed team of passionate professionals, we collaborate across time zones, industries, and disciplines to create solutions that make a real difference. Our culture is built on purpose, transparency, and a relentless commitment to customer success.

Why This Role Matters

Customer experience is the heartbeat of brighthush. As we scale, the quality of every interaction with our platform determines retention, expansion, and the long‑term financial health of the churches we serve. The Senior Customer Experience Operations Manager will be the linchpin that connects technology, people, and strategy to deliver world‑class service. By championing AI‑driven automation, data‑centric decision making, and cross‑functional alignment, you will shape the experience that keeps our partners coming back.

Key Impact Areas

• Elevate customer satisfaction and loyalty through process excellence.
• Lead the integration of AI and automation into our support stack, setting industry standards for self‑service and proactive assistance.
• Create a culture of continuous improvement that reverberates across product, engineering, and marketing.

Key Responsibilities

1. CX Operational Strategy & Process Design

• Define and own CX OKRs: Translate strategic goals into measurable objectives and key results that guide the entire CX organization.
• Architect end‑to‑end processes: Design scalable workflows that reduce friction for both customers and agents, prioritizing simplicity, speed, and reliability.
• Balance short‑term and long‑term initiatives: Manage day‑to‑day operational needs while steering transformative projects that shape the future of CX at brighthush.
• Forecast staffing and resources: Collaborate with HR and Finance to model team capacity, ensuring optimal coverage during peak periods and growth phases.
• Deliver the CX Operations & Education roadmap: Own the timeline, milestones, and cross‑functional coordination required to bring new processes and training programs to life.

2. Systems & CX Technology Leadership

• Own the CX technology stack strategy: Oversee tools such as Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and proprietary solutions.
• Ensure seamless integration: Work with Engineering to connect systems, eliminate data silos, and provide a 360‑degree view of every customer.
• Design automated workflows: Leverage AI‑enabled solutions to streamline agent support, reduce manual tasks, and accelerate issue resolution.
• Maintain data integrity: Partner with Data Science to validate data quality, enforce governance, and enable advanced analytics.
• Manage vendor relationships: Negotiate renewals, assess platform capabilities, and keep brighthush at the cutting edge of CX technology.

3. Reporting, Insights & Voice of the Customer

• Develop CX dashboards: Track retention, CSAT, NPS, CES, and service levels across customer segments and product lines.
• Translate data into insights: Provide actionable recommendations to leadership, supporting quarterly board reporting and strategic planning.
• Partner with Product, Marketing, Engineering, and Data Science: Surface product friction points, prioritize fixes, and drive continuous improvement.
• Champion the Voice of the Customer: Design surveys, focus groups, and feedback loops that inform product development and service enhancements.

4. Team Leadership & Development

• Build and mentor a high‑performing CX Operations & Education team: Recruit top talent, set clear expectations, and foster a culture of growth and accountability.
• Implement coaching and career development plans: Provide regular feedback, skill‑building workshops, and clear pathways to advancement.
• Encourage cross‑functional collaboration: Facilitate knowledge sharing between CX, Product, Engineering, and Marketing to align on customer priorities.

5. Continuous Improvement & Innovation

• Drive process improvement initiatives: Use Lean, Six Sigma, and design thinking methodologies to identify bottlenecks and implement solutions.
• Explore emerging CX technologies: Evaluate new AI, chatbot, and analytics tools that can enhance the customer journey.
• Champion a culture of experimentation: Run A/B tests, pilot programs, and rapid prototyping to validate ideas before full deployment.

Essential Qualifications

• 10+ years of experience in customer experience, operations, or support leadership roles.
• Proven track record of designing and scaling CX processes in a SaaS or technology environment.
• Deep familiarity with CX platforms (Zendesk, HubSpot, Pendo, etc.) and integration tools (Zapier, API management).
• Strong analytical mindset with experience building dashboards, interpreting metrics, and driving data‑driven decisions.
• Excellent communication skills – able to translate complex data into clear, actionable insights for executives and cross‑functional teams.
• Leadership experience managing a distributed team of 10+ CX professionals.
• Experience with AI or automation initiatives in customer support (chatbots, predictive routing, etc.).
• Bachelor’s degree in Business, Computer Science, or related field; MBA or advanced certifications (Lean, Six Sigma, etc.) preferred.

Preferred Qualifications

• Experience working with faith‑based or community‑centric organizations.
• Hands‑on knowledge of data science concepts and tools (SQL, Python, Tableau).
• Background in product management or product marketing.
• Experience leading cross‑functional initiatives that span product, engineering, and marketing.
• Fluency in multiple languages or experience serving a diverse customer base.

Skills & Competencies

• Strategic thinking and execution.
• Process design and continuous improvement.
• Data analysis and visualization.
• Technology integration and vendor management.
• Team building, coaching, and performance management.
• Excellent stakeholder management and communication.
• Adaptability in a fast‑paced, remote environment.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior CX Operations Manager, you will:

• Lead high‑impact projects that shape the future of our platform.
• Collaborate with senior executives and product leaders, gaining exposure to strategic decision making.
• Participate in leadership development programs, including mentorship, executive coaching, and cross‑functional rotations.
• Access a robust learning library – from industry conferences to internal workshops on AI, data science, and customer success.
• Earn a clear promotion path to Director of Customer Experience or VP of Customer Success within 3–5 years.

Work Environment & Company Culture

Our distributed workforce thrives on:

• Purpose‑driven mission: Every feature we build supports churches and ministries worldwide.
• Transparency: Open communication, shared OKRs, and real‑time dashboards keep everyone aligned.
• Collaboration: Cross‑functional teams work together in asynchronous and synchronous ways, leveraging modern collaboration tools.
• Flexibility: Remote work across time zones, flexible hours, and a results‑oriented culture.
• Community: Regular virtual town halls, hackathons, and volunteer opportunities keep us connected and engaged.

Compensation, Perks & Benefits

While specific numbers vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior CX leaders.
• Performance‑based bonuses tied to company and individual goals.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and conference reimbursement.
• Wellness programs, mental health resources, and flexible work arrangements.
• Annual company retreats and team‑building events.

How to Apply

If you are a visionary CX leader ready to shape the future of customer experience for faith‑based communities, we want to hear from you. Submit your resume, a cover letter detailing your most impactful CX initiative, and any relevant portfolio or case studies.

Join brighthush and help us empower churches worldwide to thrive in the digital era. Your expertise will directly influence the satisfaction, retention, and growth of our partners, while you grow your career in a purpose‑driven, innovative environment.