Senior Customer Operations Manager – Post‑Sales Delivery & Supply Chain Lead for Mission‑Critical Communications Solutions – Driving Operational Excellence and Customer Success in Defense & Public‑Safety Technology at brighthush

About brighthush – Building Safer Futures Through Connected Technology

At brighthush, we believe that every breakthrough begins with people. As a global, close‑knit community, we are united by a relentless mission: to keep people safer everywhere. From bustling cities to remote outposts, from schools and hospitals to critical infrastructure, our advanced communication platforms empower first responders, defense forces, and public‑safety agencies to stay connected when it matters most. Joining brighthush means becoming part of a purpose‑driven organization where your work directly contributes to protecting lives, property, and nations.

About the Mesh Network Business Unit – The Cutting‑Edge Innovation Hub

Our Mesh Network Business Unit is a leading provider of advanced MANET (Mobile Ad‑Hoc Network) and MIMO (Multiple‑Input Multiple‑Output) communications systems. The unit’s battle‑proven StreamCaster family of radios and proprietary MN‑MIMO waveform deliver resilient, high‑capacity links for defense, law‑enforcement, and public‑safety agencies operating in the toughest environments. As a wholly owned subsidiary of brighthush, this team enjoys the agility of a focused operation while leveraging the scale, resources, and global reach of the parent organization.

Position Overview – Your Impact as Senior Customer Operations Manager

We are seeking a dynamic Senior Customer Operations Manager to serve as the primary post‑sales operational liaison between our manufacturing hub and our largest North‑America customers. Reporting to the Senior Director of Global Sales Operations and Enablement, you will own the end‑to‑end delivery experience—managing purchase orders, production schedules, logistics, and integration milestones to ensure that critical components arrive on time and fit seamlessly into each customer’s production roadmap. This role blends strategic relationship management, data‑driven analysis, and hands‑on problem solving, and it offers the flexibility of up to 100 % remote work (subject to travel requirements).

Key Responsibilities

• Primary Customer Contact: Act as the single point of escalation for key North‑America accounts after the sale, handling day‑to‑day operational needs and urgent issues.
• Quarterly Business Reviews (QBRs): Lead QBRs with customers, presenting delivery performance, quality metrics, and alignment with their production roadmaps.
• Demand Planning Collaboration: Partner with customer demand planners to ingest forecast data, translate it into actionable internal work orders, and keep supply‑chain teams informed.
• Purchase Order Management: Track, monitor, and close open purchase orders, ensuring on‑time commitments are met and proactively addressing any delays.
• Escalation Management: Identify technical integration challenges, coordinate formal escalation processes for hardware defects, shipping issues, or field failures, and drive timely resolutions.
• RMA Oversight: Manage the Return Merchandise Authorization process, guaranteeing rapid replacement of failed components and coordinating failure analysis for continuous improvement.
• Cross‑Functional Coordination: Work closely with manufacturing, logistics, quality, and engineering teams to align production capacity with customer demand.
• Travel: Up to 30 % travel to the corporate headquarters in Los Angeles and to key customer sites across the continental United States.
• Continuous Improvement: Capture lessons learned, propose process enhancements, and contribute to the development of best‑in‑class post‑sales operational standards.

Essential Qualifications

• Bachelor’s degree in Operations, Supply Chain Management, Business Administration, or a related discipline.
• Minimum of 3 years of post‑sales operations, account management, or technical project coordination experience, preferably within a defense‑hardware or high‑tech manufacturing environment.
• Demonstrated ability to analyze production schedules, purchase orders, and demand forecasts to identify and resolve discrepancies.
• Exceptional verbal and written communication skills, with a talent for translating customer business needs into clear internal requirements.
• Advanced proficiency in Microsoft Office, especially Excel (pivot tables, VLOOKUP, macros).
• Experience with ERP systems such as Oracle, SAP, or comparable platforms is a strong plus.
• U.S. Person status (U.S. citizen or permanent resident) due to federal contract requirements.
• Successful completion of a background check and drug screening.

Preferred Knowledge, Skills, and Abilities

• Military service background with experience in logistics, operations, or program coordination.
• Familiarity with defense communications hardware, tactical radios, or related MIMO/MANET technologies.
• Experience navigating OEM or government contract environments, including knowledge of FAR/DFARS regulations.
• Proven track record of managing complex, multi‑site supply‑chain projects with high visibility.
• Strong analytical mindset combined with a customer‑centric attitude.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Data Analysis: Proficiency in interpreting complex data sets to drive actionable insights.
• Project Management: Experience leading cross‑functional initiatives with clear milestones and deliverables.
• Customer Advocacy: Passion for delivering exceptional service and building long‑term trust.
• Adaptability: Comfortable working in a fast‑paced, evolving environment with shifting priorities.
• Communication: Strong written and verbal skills for internal and external stakeholders.
• Technical Acumen: Understanding of hardware integration, logistics, and supply‑chain fundamentals.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by ambition and curiosity. As a Senior Customer Operations Manager you will gain exposure to:

• Strategic decision‑making with senior leadership across sales, engineering, and supply‑chain functions.
• Advanced analytics tools and data‑visualization platforms used to drive operational excellence.
• Cross‑functional project leadership experience that can pave the way to senior program‑management or director‑level roles.
• Mentorship programs linking you with seasoned veterans from defense, aerospace, and high‑tech sectors.
• Opportunities to contribute to product‑roadmap discussions, influencing the next generation of mission‑critical communications solutions.

Work Environment & Company Culture Highlights

At brighthush, we pride ourselves on a people‑first, community‑focused culture. We celebrate diversity, champion inclusion, and empower every employee to bring their authentic self to work. Core values that define our everyday experience include:

• Integrity: Doing the right thing for customers, teammates, and the communities we serve.
• Innovation: Encouraging bold ideas and rapid experimentation to stay ahead of emerging threats.
• Collaboration: Breaking down silos so that engineering, sales, and operations work as one cohesive unit.
• Accountability: Owning outcomes, learning from setbacks, and continuously improving.
• Service: Keeping our heroes—first responders, soldiers, and public‑safety professionals—connected and protected.

Our flexible remote‑work policy, combined with a supportive leadership team, ensures you have the autonomy to manage your schedule while staying closely aligned with the mission.

Compensation & Benefits Overview

The role offers a competitive salary range of $85,000 – $95,000 annually, commensurate with experience and qualifications. In addition to base pay, brighthush provides a comprehensive benefits package designed to support the whole person:

• Performance‑based incentive bonus plans.
• Medical, dental, and vision coverage with multiple plan options.
• 401(k) retirement plan with company match.
• Generous paid time off, including 10 paid holidays and flexible vacation accrual.
• Employee Stock Purchase Plan (ESPP) allowing you to buy company shares at a discount.
• Paid parental and family leave.
• Professional development stipend for certifications, conferences, and continuing education.
• Wellness programs, employee assistance resources, and mental‑health support.

Application Process & Next Steps

We value clarity and efficiency in our hiring journey. If you are passionate about delivering world‑class post‑sales support, thrive in fast‑paced, mission‑critical environments, and want to make a tangible impact on public safety, we want to hear from you. To apply, click the link below, submit your resume and a concise cover letter outlining how your experience aligns with the responsibilities and values described above.

Apply Now – Join brighthush and Keep Our Heroes Connected

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We are committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other health considerations. If you require accommodation, please let us know, and we will work with you to ensure a smooth process.

Join Us – Make a Difference Every Day

At brighthush, your work matters. You will be part of a team that literally keeps the lines of communication open for those who protect us. Whether you are coordinating a critical shipment to a field unit, troubleshooting a hardware issue that could affect mission success, or presenting performance metrics that drive strategic decisions, you will see the direct impact of your contributions. Take the next step in your career and help us build a safer future for everyone.