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

Welcome to brighthush – Empowering Faith Communities Through Innovative Technology

At brighthush, we’re more than a technology provider; we’re a catalyst for transformation in the faith‑based sector. Our mission is to equip churches, ministries, and nonprofit organizations with the digital tools they need to connect, grow, and serve their communities more effectively. From seamless online giving platforms to intuitive church management systems, we blend deep industry insight with cutting‑edge software to create experiences that feel both human and highly efficient. With a fully remote, distributed workforce across the United States, we empower our team members to work from anywhere while staying tightly connected through a culture of collaboration, trust, and purpose.

Why Your Next Career Move Should Be at brighthush

If you thrive on turning complex challenges into elegant solutions, brighthush offers the ideal environment to make a tangible impact. We value creativity, autonomy, and continuous learning, and we reward those who bring passion and expertise to their work. As a Senior Customer Experience Operations Manager, you will shape the future of how thousands of faith‑based organizations interact with their congregants, donors, and volunteers. Your leadership will directly influence the quality of service that touches lives worldwide, while you enjoy the flexibility of a remote‑first culture that respects your personal commitments.

Key Responsibilities – What You’ll Do Every Day

• Own the CX Operations Blueprint: Design, implement, and continuously refine the end‑to‑end customer experience strategy. Ensure seamless interactions across all touchpoints—from onboarding and adoption to support and feedback loops—while aligning with brighthush’s mission and values.
• 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, custom scripts, and emerging AI‑powered workflows.
• 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. Foster 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 – What We Expect

• 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 – Bonus Points

• 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 – What Makes You a Great Fit

• 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 – Your Path at brighthush

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 – What It’s Like to Work at brighthush

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 Value Your Contribution

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 – Join the brighthush Family

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.