Senior Customer Journey Operations Manager – AI‑Powered SaaS Experience & Process Optimization Lead

About brighthush

brighthush is a trailblazing technology firm at the forefront of secure communication solutions for the defense and enterprise sectors. With a mission to empower organizations to share information safely and efficiently, we blend cutting‑edge encryption, cloud‑native architecture, and AI‑driven customer success into a single, seamless platform. Our team of passionate engineers, designers, and business leaders is dedicated to redefining how critical data moves across borders while maintaining the highest standards of privacy and compliance.

As we expand our footprint across the United States and beyond, we’re looking for a visionary Customer Journey Operations Manager to join our dynamic operations squad. If you thrive in a fast‑paced, high‑tech environment, love turning data into actionable insights, and are eager to shape the future of customer experience, brighthush is the place for you.

Why brighthush?

• Impactful Work – Your initiatives will directly influence how thousands of defense contractors and enterprise clients interact with our platform.
• Innovation‑First Culture – We invest heavily in AI, automation, and continuous improvement. Your ideas will be heard and implemented.
• Career Growth – From leadership tracks to cross‑functional projects, we provide clear pathways to senior roles.
• Competitive Compensation – Base salary, performance bonuses, equity, and a comprehensive benefits package.
• Flexibility – Fully remote with a focus on results, plus occasional in‑person sessions for team alignment.

Key Responsibilities

As the Customer Journey Operations Manager, you will be the linchpin that ensures our customers receive a frictionless, data‑driven experience from onboarding to renewal. Your day‑to‑day activities will include:

• Process Design & Optimization – Map, document, and refine end‑to‑end customer journey workflows across acquisition, activation, adoption, and retention.
• Platform Implementation & Integration – Lead the deployment of AI‑forward CS platforms such as Planhat, Gainsight, Intercom, Fin AI, and Claude Co‑work, ensuring seamless data flow into Salesforce and HubSpot.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Sales, and Marketing to embed customer‑centric metrics into every touchpoint.
• Data Governance & Analytics – Establish data quality standards, build dashboards, and provide actionable insights that drive process adoption and customer satisfaction.
• Change Management & Training – Develop training programs, knowledge bases, and adoption roadmaps to empower internal teams and customers.
• Stakeholder Reporting – Present findings, progress, and ROI to senior leadership, translating complex data into clear business narratives.
• Continuous Improvement – Champion a culture of experimentation, A/B testing, and lean methodology to iterate on journey touchpoints.
• Travel & Engagement – Attend monthly in‑person sessions across the Eastern Time Zone to facilitate workshops, gather feedback, and strengthen client relationships.

Essential Qualifications

• 7–10 years of progressive experience in customer operations, customer success, or business operations within high‑tech SaaS environments.
• Proven track record of implementing and scaling AI‑driven CS platforms (e.g., Planhat, Gainsight, Intercom, Fin AI, Claude Co‑work).
• Strong project management skills with a history of delivering complex initiatives on time and within budget.
• Expertise in CRM and marketing automation tools such as Salesforce and HubSpot.
• Excellent analytical abilities: proficiency in SQL, Excel, and data visualization tools (Tableau, Looker, Power BI).
• Exceptional communication skills—capable of translating technical concepts into business value for both technical and non‑technical audiences.
• Fluency in English; additional languages are a plus.
• Experience working in a remote, distributed team environment.

Preferred Qualifications

• Background in the defense, aerospace, or regulated industries where data security and compliance are paramount.
• Hands‑on experience with AI/ML models that enhance customer segmentation, churn prediction, or upsell opportunities.
• Certifications in project management (PMP, ScrumMaster) or data analytics (Google Data Analytics, Tableau).
• Experience leading cross‑functional teams through digital transformation initiatives.
• Knowledge of privacy regulations such as GDPR, CCPA, or DoD security standards.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing granular details.
• Process Engineering – Design scalable, repeatable processes that reduce friction and improve efficiency.
• Data‑Driven Decision Making – Leverage metrics and KPIs to guide strategy and measure success.
• Change Leadership – Inspire adoption of new tools and processes across the organization.
• Customer‑Obsessed Mindset – Prioritize the customer experience at every touchpoint.
• Collaboration & Influence – Work effectively with stakeholders across departments and levels.
• Adaptability – Thrive in a fast‑moving, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Journey Operations Manager, you will:

• Progress to senior leadership roles such as Director of Customer Success Operations or VP of Customer Experience.
• Lead cross‑functional initiatives that shape product strategy and go‑to‑market plans.
• Participate in mentorship programs, both as a mentor and mentee.
• Attend industry conferences, workshops, and training sessions—fully reimbursed.
• Access a curated library of courses on AI, data analytics, and leadership development.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer value. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Remote work is the norm, but we also value face‑to‑face interactions, which is why we schedule monthly in‑person sessions across the Eastern Time Zone. These gatherings are a chance to network, share best practices, and strengthen our community.

Compensation & Benefits

• Competitive Salary – $120,000 – $150,000 per year, commensurate with experience.
• Performance Bonuses – Quarterly bonuses tied to customer success metrics.
• Equity – Stock options that align your success with the company’s growth.
• Health & Wellness – Comprehensive medical, dental, vision, and mental health coverage.
• Retirement Plans – 401(k) with company match.
• Paid Time Off – Generous vacation, sick leave, and personal days.
• Flexible Work Hours – Results‑oriented schedule with core hours for collaboration.
• Professional Development – Annual budget for courses, certifications, and conferences.
• Wellness Programs – Gym membership stipend, meditation app subscription, and wellness challenges.

How to Apply

Ready to shape the future of customer experience at brighthush? Submit your resume and a cover letter that highlights your most impactful customer journey initiatives. Tell us how you’ve used data and AI to transform customer interactions and what you’re excited to bring to our team.

We look forward to exploring how your expertise can help us deliver secure, intuitive, and delightful experiences to our clients worldwide.