Senior Customer Onboarding Operations Manager – Architect of Scalable Activation, Capacity Planning, and Customer Success Excellence at brighthush

About brighthush

brighthush is at the forefront of a dental technology revolution that is reshaping an industry worth more than $400 billion worldwide. By marrying cutting‑edge software, data‑driven insights, and an unwavering commitment to customer success, we are building the operating system that powers modern dental practices across North America, Europe, and Asia. Our integrated platform unifies scheduling, billing, clinical workflows, and patient engagement, freeing clinicians to focus on what they do best: delivering exceptional care.

Backed by leading venture capital partners, brighthush is expanding at a rapid pace. We pride ourselves on a culture of innovation, collaboration, and continuous learning. Every team member is empowered to challenge the status quo, experiment boldly, and drive measurable impact for our clients and their patients.

Why This Role Matters

Customer activation is the linchpin of our growth strategy. The Senior Customer Onboarding Operations Manager will own the end‑to‑end engine that transforms new sign‑ups into active, revenue‑generating customers. This is not a training delivery role; it is a strategic, data‑driven leadership position that ensures every practice is fully prepared, every training session is optimally scheduled, and every onboarding milestone is met on time. By turning onboarding into a predictable, scalable activation engine, you will directly influence brighthush’s ability to scale, retain, and delight our global customer base.

Key Responsibilities

Own Onboarding Readiness

• Design a Readiness Framework: Define the criteria that determine when a practice is truly ready for training, covering equipment setup, scheduling, workflow alignment, and expectation management.
• Monitor Milestones: Track readiness metrics in real time, flagging any gaps that could delay training or impact customer satisfaction.
• Continuous Improvement: Refine the readiness model based on feedback, data, and evolving product features.

Drive Capacity & Throughput

• Forecast Demand: Analyze historical data and market trends to predict training demand for the upcoming quarter.
• Resource Alignment: Coordinate staffing, scheduling, and logistics to meet forecasted demand while maintaining high quality.
• Optimize Sequencing: Use data to determine the most efficient order of training sessions, minimizing downtime and maximizing throughput.

Lead the Coordinator Function

• Build a High‑Performing Team: Recruit, mentor, and scale a team of Training Coordinators and Leads.
• Define Ownership: Establish clear roles for readiness, scheduling, and workflow processes.
• Performance Metrics: Develop KPIs that tie logistics to customer outcomes, such as activation time and early order conversion.

Build Systems & Playbooks

• Standardize Workflows: Create repeatable, scalable processes that connect onboarding, readiness, training, and activation.
• Develop Playbooks: Document best practices for large‑scale, multi‑location onboarding, ensuring coordinated execution across enterprise groups.
• Automation: Identify opportunities for automation to reduce manual effort and increase consistency.

Cross‑Functional Collaboration

• Partner with Product, Sales, Customer Success, and Engineering: Eliminate bottlenecks, share insights, and align on customer expectations.
• Voice of the Customer: Advocate for continuous improvement based on customer feedback and data.
• Stakeholder Management: Communicate progress, risks, and opportunities to senior leadership.

Data‑Driven Decision Making

• Own Metrics: Define, track, and report on readiness scores, training throughput, activation time, and early order conversion.
• Analytics: Use dashboards and data visualizations to identify gaps, prioritize initiatives, and demonstrate impact.
• Reporting: Present findings to executive leadership in a clear, actionable manner.

Continuous Improvement

• Process Refinement: Lead initiatives to reduce cycle time and improve the overall customer experience.
• Experimentation: Champion a culture of rapid iteration, testing new ideas and scaling what works.
• Knowledge Sharing: Capture lessons learned and disseminate best practices across the organization.

Essential Qualifications

• 5+ years of operational leadership in a high‑growth, scaling environment.
• Proven experience managing coordination‑heavy or logistics‑driven teams.
• Track record of building scalable systems, playbooks, and process frameworks.
• Strong capacity planning and throughput management skills.
• Experience coordinating complex, multi‑stakeholder projects, especially in enterprise settings.
• Data‑oriented mindset: ability to define performance metrics, analyze trends, and drive outcomes.
• Excellent cross‑functional communication and stakeholder management.
• Builder mindset with a passion for turning ambiguity into structured, repeatable processes.

Preferred Qualifications

• Background in SaaS or technology‑enabled service delivery.
• Experience in the healthcare or dental industry.
• Familiarity with project management tools (e.g., Asana, Monday.com, Jira) and data visualization platforms (e.g., Tableau, Looker).
• Leadership experience in a remote or distributed team environment.
• Knowledge of compliance and regulatory considerations in healthcare settings.

Skills & Competencies

• Strategic thinking with a focus on execution.
• Exceptional organizational and time‑management skills.
• Strong analytical and problem‑solving abilities.
• High emotional intelligence and coaching aptitude.
• Adaptability to fast‑changing priorities and ambiguous situations.
• Proficiency in data analysis, forecasting, and reporting.
• Commitment to fostering an inclusive, collaborative culture.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As the Senior Customer Onboarding Operations Manager, you will:

• Lead cross‑functional initiatives that shape the future of our platform.
• Mentor and develop a high‑impact team, building leadership skills that prepare you for senior operations or product roles.
• Participate in strategic planning sessions with executive leadership, gaining exposure to company‑wide decision making.
• Access a robust learning ecosystem, including internal workshops, external conferences, and a generous budget for certifications.
• Benefit from a culture that rewards innovation, experimentation, and continuous improvement.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, autonomy, and purpose. We operate fully remote, giving you the flexibility to work from anywhere while staying connected through regular virtual huddles, town‑halls, and informal coffee chats. Our values—customer obsession, data‑driven decision making, and relentless improvement—guide every decision and every interaction.

We celebrate diversity and inclusion, fostering an environment where every voice is heard and every perspective is valued. Our teams collaborate across geographies, disciplines, and expertise, creating a vibrant, dynamic workplace that feels like a global family.

Compensation, Perks & Benefits

While the exact compensation package will be tailored to your experience and location, brighthush offers a competitive salary, performance‑based bonuses, and equity opportunities that align your success with the company’s growth.

Our benefits portfolio is designed to support your well‑being and work‑life balance:

• Comprehensive health, dental, and vision coverage.
• Mental health and wellness resources, including counseling and mindfulness programs.
• Parental leave and family planning support.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and remote‑first policy.
• Annual learning stipend and access to industry conferences.
• Team‑building events, virtual happy hours, and community service opportunities.

How to Apply

If you are passionate about building scalable, customer‑centric operations and thrive in a fast‑paced, remote environment, we want to hear from you. Submit your application through brighthush Careers, and let’s explore how you can help shape the future of dental practice technology.

Join brighthush Today

At brighthush, we believe that the best solutions are built by diverse, empowered teams. Your expertise in operations, your love for data, and your drive to create seamless customer journeys will be the catalyst for our next wave of growth. Apply now and become a key player in redefining how dental practices operate worldwide.