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

Welcome to brighthush – Where Dental Practice Meets Digital Brilliance

At brighthush, we’re not just building software; we’re engineering the future of dental care. Our mission is to empower every dental practice—whether a solo clinic or a multi‑location enterprise—to deliver world‑class patient experiences through a unified platform that seamlessly integrates scheduling, billing, clinical workflows, and patient engagement. With a market footprint spanning North America, Europe, and Asia, we’re reshaping an industry worth more than $400 billion and driving a new era of data‑driven, patient‑centric care.

Our culture is built on three pillars: relentless innovation, data‑driven decision making, and an unwavering commitment to customer success. Every team member is encouraged to challenge the status quo, experiment boldly, and turn insights into measurable impact. If you thrive in a fast‑paced, remote environment where your ideas shape the next wave of growth, brighthush is the place for you.

Why This Role is a Game‑Changer

The Senior Customer Onboarding Operations Manager is the linchpin of our growth engine. Onboarding is more than a training program—it’s the gateway that transforms a new sign‑up into a revenue‑generating, fully engaged customer. In this role, you will architect a scalable, data‑driven activation system that guarantees every practice is ready, every training session is optimally scheduled, and every milestone is met on time. Your strategic leadership will directly influence brighthush’s ability to scale, retain, and delight our global customer base.

Key Responsibilities

1. Design & Own the Readiness Framework

• Define Readiness Criteria: Establish a comprehensive set of metrics that determine when a practice is truly ready for training—covering equipment setup, scheduling alignment, workflow integration, and expectation management.
• Real‑Time Monitoring: Implement dashboards that track readiness scores, flag gaps, and trigger proactive interventions to keep onboarding on schedule.
• Continuous Improvement: Iterate the readiness model based on customer feedback, product updates, and operational data to ensure it remains relevant and effective.

2. Drive Capacity & Throughput Optimization

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

3. Lead and Scale the Coordinator Function

• Team Building: Recruit, mentor, and scale a high‑performing team of Training Coordinators and Leads.
• Role Definition: Establish clear ownership for readiness, scheduling, and workflow processes.
• Performance Metrics: Develop KPIs that tie logistics to customer outcomes—activation time, early order conversion, and satisfaction scores.

4. Build Systems, Playbooks, and Automation

• Standardize Workflows: Create repeatable, scalable processes that connect onboarding, readiness, training, and activation.
• Playbook Development: Document best practices for large‑scale, multi‑location onboarding, ensuring coordinated execution across enterprise groups.
• Automation Opportunities: Identify and implement automation to reduce manual effort, increase consistency, and free up human talent for high‑value tasks.

5. Foster 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.

6. Champion Data‑Driven Decision Making

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

7. Lead Continuous Improvement Initiatives

• Process Refinement: Lead initiatives to reduce cycle time and improve the overall customer experience.
• Experimentation Culture: Champion 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.