Senior Customer Experience Operations Manager – Strategic Leadership, Process Optimization, and AI‑Driven CX Innovation at brighthush

About brighthush

brighthush is a mission‑driven technology company that empowers faith‑based communities to thrive. By providing a cloud‑native platform that streamlines donations, membership management, and community engagement, we help churches and ministries focus on their core purpose: serving people. Our culture is built on purpose, transparency, and a relentless commitment to customer success. We’re a fully distributed team of passionate professionals who collaborate across time zones, industries, and disciplines to create solutions that make a real difference.

Role Overview

As the Senior Customer Experience Operations Manager, you will be the linchpin that connects technology, people, and strategy to deliver world‑class service to our church partners. You will lead a high‑performing team of CX Operations & Education Specialists, design scalable processes, champion data‑driven decision making, and ensure that every interaction with brighthush is seamless, efficient, and impactful. Your work will directly influence customer retention, expansion, and the long‑term financial health of the churches we serve.

Why This Role Matters

• Brighthush’s growth is fueled by customer satisfaction; your initiatives will shape the experience that keeps churches coming back.
• You’ll be at the forefront of integrating AI and automation into our support stack, setting industry standards for self‑service and proactive assistance.
• By aligning cross‑functional teams around a unified CX vision, you’ll 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, translating them into actionable project plans that align with brighthush’s strategic goals.
• Architect and iterate end‑to‑end processes that reduce friction for both customers and agents, prioritizing simplicity and scalability.
• Balance long‑term process improvements with day‑to‑day operational needs, adjusting priorities without losing sight of the bigger picture.
• Forecast staffing and resource requirements, collaborating with HR and Finance to ensure optimal team capacity.
• Lead the delivery of the CX Operations & Education roadmap, ensuring cross‑functional alignment and timely execution.

2. Systems & CX Technology Leadership

• Own the strategy for the CX technology stack, including Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and proprietary tools.
• Ensure seamless integration across systems, evaluating and implementing new tools that enhance efficiency and customer experience.
• Design automated workflows and leverage AI‑enabled solutions to streamline agent support and eliminate manual tasks.
• Maintain data integrity and a 360‑degree customer view, collaborating with Data Science and Engineering on data initiatives.
• Manage vendor relationships, negotiate renewals, and assess platform capabilities to keep brighthush at the cutting edge.

3. Reporting, Insights & Voice of the Customer

• Develop and own CX dashboards that track retention, CSAT, NPS, CES, and service levels across segments.
• Translate raw data into actionable insights for leadership, supporting quarterly board reporting and strategic planning.
• Partner with Product, Marketing, Engineering, and Data Science to surface product friction points and drive continuous improvement.
• Collaborate with finance leaders Apply for this job