Senior Customer Experience Systems Operations Analyst – Leading CX Platform Optimization, Advanced Data Analytics, AI‑Powered Support Excellence, and Strategic Customer Success for Global Hospitality Leaders at brighthush

About brighthush

brighthush is not just a technology vendor; we are the catalyst that propels the hospitality industry into the future. Our cloud‑native SaaS platform seamlessly blends front‑of‑house and back‑of‑house operations, empowering hotels, resorts, and travel operators worldwide to create unforgettable guest experiences while driving operational excellence. By delivering real‑time data, predictive insights, and AI‑driven automation, we give hospitality leaders the agility to respond to guests instantly, anticipate their needs, and craft stays that keep guests coming back.

We are a fast‑growing, remote‑first organization that thrives on innovation, collaboration, and continuous learning. Every team member has the opportunity to shape the future of hospitality technology, and we celebrate diverse perspectives that fuel breakthrough ideas. If you are passionate about leveraging data to improve customer journeys, thrive in a dynamic environment, and want to make a tangible impact on millions of guests worldwide, brighthush is the place for you.

Position Overview

We are looking for a highly motivated Senior Customer Experience Systems Operations Analyst to join our remote team in the Philippines. In this role, you will be the linchpin between our CX platform stack and the data that drives our customer success strategy. You will own the configuration, maintenance, and optimization of our support and churn‑prediction tools, ensuring that every interaction is seamless, data‑rich, and actionable.

Key Responsibilities

• Platform Configuration & Optimization: Set up, customize, and maintain our CX platform stack to align with evolving business needs and customer workflows. Continuously refine ticket routing, automation rules, and knowledge base content to improve first‑response times.
• Churn & Support Analytics: Own the end‑to‑end churn reporting pipeline, from data ingestion to dashboard delivery. Build and maintain predictive models that surface high‑risk accounts and enable proactive retention strategies.
• Data Hygiene & Governance: Clean, validate, and enrich customer data across platforms. Implement data quality checks, deduplication processes, and compliance controls to meet GDPR, CCPA, and other privacy regulations.
• AI & Automation Enablement: Deploy AI‑driven chatbots, recommendation engines, and predictive models to enhance support efficiency and customer satisfaction. Work closely with the engineering team to integrate new AI services into the CX stack.
• Stakeholder Collaboration: Partner with Customer Success, Product, Engineering, and Marketing teams to translate business requirements into technical solutions. Lead cross‑functional workshops and sprint planning sessions.
• Continuous Improvement: Monitor platform performance, identify bottlenecks, and recommend enhancements that drive measurable improvements in CSAT, NPS, and churn rates. Conduct root‑cause analysis for recurring incidents.
• Documentation & Training: Produce clear, user‑friendly documentation and conduct training sessions for internal teams and external partners. Maintain a living knowledge base that evolves with platform updates.
• Vendor & Partner Management: Serve as the primary liaison for third‑party CX vendors. Negotiate contracts, manage SLAs, and evaluate new tools that can enhance the customer experience ecosystem.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business Analytics, or a related field.
• 3+ years of experience in customer experience operations, systems administration, or a similar role within a SaaS environment.
• Hands‑on expertise with our CX platform stack and support tools.
• Proficiency with data‑visualization tools, with a strong track record of building actionable dashboards.
• Solid data manipulation skills: SQL, Excel, and experience with ETL processes.
• Comfortable working within Australian business hours (10 am–6 pm AEST) while based in the Philippines.
• Excellent communication skills in English, both written and verbal.

Preferred Qualifications

• Experience with AI/ML tools such as our internal AI platform or similar technologies.
• Knowledge of data governance frameworks and data privacy regulations (GDPR, CCPA).
• Background in hospitality or travel technology, with an understanding of guest lifecycle and operational workflows.
• Certifications in relevant technologies (e.g., Salesforce, Tableau, AWS).
• Experience leading cross‑functional projects or managing vendor relationships.

Key Skills & Competencies

• Technical proficiency: Our internal tools, Slack, SQL, Python (basic), and cloud services.
• Analytical mindset: Ability to translate complex data into clear insights and actionable recommendations.
• Problem‑solving: Strong troubleshooting skills and a proactive approach to identifying and resolving platform issues.
• Project management: Comfortable juggling multiple priorities, setting realistic timelines, and delivering high‑quality results.
• Collaboration: Comfortable working with remote teams across time zones and cultures.
• Adaptability: Thrives in a fast‑moving environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. As a Senior Customer Experience Systems Operations Analyst, you’ll have the chance to:

• Progress to senior roles such as Senior CX Analyst, CX Platform Lead, or Head of Customer Success Operations.
• Lead cross‑functional initiatives that shape product roadmaps and customer success strategies.
• Participate in mentorship programs, where you’ll both learn from seasoned leaders and guide junior analysts.
• Access a generous learning budget for certifications, conferences, and online courses.
• Engage in hackathons and innovation sprints that allow you to experiment with new technologies and ideas.
• Earn recognition through our internal awards program for outstanding contributions to customer experience.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and empowerment. Our remote‑first culture means you can work from anywhere in the Philippines while staying connected through:

• Daily stand‑ups and weekly syncs via our internal communication tools and Zoom.
• Collaborative project management tools like our internal task board and shared documentation.
• Regular virtual coffee breaks and team‑building activities.
• A culture that celebrates wins, learns from failures, and encourages continuous improvement.
• Inclusive hiring practices that value diverse backgrounds and perspectives.
• Flexible working hours that respect work‑life balance.

Compensation, Perks & Benefits

While the exact figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for mid‑level CX operations roles.
• Performance‑based bonuses tied to key metrics such as CSAT, NPS, and churn reduction.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible working hours and a generous paid time off policy.
• Professional development stipend and access to industry conferences.
• Wellness programs such as gym memberships, meditation sessions, and mental health support.
• Annual company retreats and team‑offsite events.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining hospitality technology. Your work will directly influence how millions of guests experience their stays, and you’ll have the autonomy to innovate, experiment, and drive real change. We value your expertise, encourage your growth, and reward your contributions with a culture that feels like family.

Ready to Join Us?

If you’re a data‑savvy, customer‑centric professional who thrives in a fast‑paced, remote environment, we want to hear from you. Bring your passion for CX, your technical acumen, and your drive to make a difference, and help us shape the future of hospitality technology.