Senior Customer Operations Manager – Post‑Sales Excellence, Supply Chain Integration, Tactical Communications Leadership at brighthush
About brighthush
brighthush is not just a technology firm; it is a global network of innovators dedicated to safeguarding lives in the most demanding environments. From the front lines of defense to classrooms, hospitals, and corporate headquarters, our cutting‑edge MANET and MIMO communication systems weave invisible threads of connectivity that protect people, property, and critical infrastructure. We build and connect technologies that foster collaboration, enabling safer communities, safer schools, safer hospitals, safer businesses, and ultimately safer nations. Join a career that matters and help us build a safer future for everyone.
Position Overview
We are seeking a seasoned Senior Customer Operations Manager to become the primary post‑sales operational liaison between our manufacturing hub and our largest North American customers. Reporting to the Senior Director of Global Sales Operations and Enablement, you will orchestrate purchase orders, production schedules, and delivery coordination to guarantee that components arrive on time and integrate seamlessly into the customer’s production roadmap. This role blends operational mastery, customer‑centric communication, and a passion for mission‑critical technology.
Key Responsibilities
- Customer Relationship Leadership – Serve as the single point of contact for key North American customers post‑sale, managing day‑to‑day operational needs and escalations with professionalism and agility.
- Quarterly Business Reviews (QBRs) – Lead QBRs to present delivery performance, quality metrics, and production roadmap alignment, turning data into actionable insights for both customers and internal stakeholders.
- Demand Planning Collaboration – Work directly with customer demand planners to ingest and track production forecasts, translating them into actionable data for manufacturing and supply‑chain teams.
- Purchase Order Management – Track and manage open purchase orders, ensuring on‑time delivery commitments are met and partnering with manufacturing and logistics to resolve any delays.
- Technical Escalation Management – Identify and elevate technical integration challenges, managing the formal escalation process for hardware defects, shipping issues, or field failures.
- Return Merchandise Authorization (RMA) Oversight – Oversee the RMA process to ensure timely replacement of failed components and recovery of units for failure analysis.
- Process Improvement – Continuously evaluate and refine post‑sales processes, leveraging data analytics to drive efficiency and customer satisfaction.
- Travel & On‑Site Support – Travel up to 30% of the time to brighthush headquarters in Los Angeles and throughout the continental U.S. to visit key customers and support field operations.
Essential Qualifications
- Bachelor’s degree in Operations, Supply Chain Management, Business, or a related field.
- 3+ years of experience in post‑sales operations, account management, or technical project coordination, preferably within a defense hardware or manufacturing environment.
- Proven ability to analyze production schedules, purchase orders, and demand forecasts to identify and resolve discrepancies.
- Excellent communication skills with the ability to translate between customer business needs and internal manufacturing constraints.
- Proficiency in Microsoft Office, especially Excel; experience with Oracle or similar ERP systems is a plus.
- Must be a U.S. Person (U.S. Citizen or U.S. Permanent Resident) due to clients under U.S. federal contracts.
- Successful clearance of a background check and drug test.
Preferred Knowledge, Skills, and Abilities
- Military background with experience in logistics, operations, or program coordination.
- Familiarity with defense hardware, communications systems, or tactical equipment.
- Experience working with OEM or government contract environments.
- Strong analytical mindset with a passion for continuous improvement.
- Ability to thrive in a fast‑paced, mission‑critical environment.
Skills & Competencies
- Demand Forecasting & Planning
- Production Control & Scheduling
- Supply Chain & Logistics Coordination
- Customer Relationship Management
- Escalation & Issue Resolution
- Data Analysis & Reporting
- Project & Program Management
- Cross‑Functional Collaboration
- Adaptability & Problem‑Solving
- Strong Written & Verbal Communication
Career Growth & Learning Opportunities
At brighthush, your career is a journey of continuous learning and impact. As a Senior Customer Operations Manager, you will:
- Lead cross‑functional initiatives that shape the future of tactical communications.
- Mentor junior team members and share best practices across the organization.
- Participate in strategic planning sessions with senior leadership.
- Access professional development programs, certifications, and industry conferences.
- Opportunity to transition into broader supply‑chain, product management, or global operations roles.
Work Environment & Company Culture
brighthush thrives on a culture that values authenticity, collaboration, and innovation. Our people‑first approach means:
- Inclusive and diverse teams that celebrate different perspectives.
- Flexible work arrangements, including 100% remote options where applicable.
- Open communication channels and transparent decision‑making.
- Recognition programs that celebrate achievements and milestones.
- Commitment to mental and physical well‑being through wellness initiatives.
Compensation & Benefits
Competitive base salary ranging from $85,000 to $95,000 annually, commensurate with experience. In addition, brighthush offers:
- Performance‑based incentive bonus plans.
- Comprehensive medical, dental, and vision coverage.
- 401(k) plan with company match.
- 10 paid holidays plus generous paid time off.
- Employee Stock Purchase Plan.
- Paid parental and family leave.
- Professional development stipend.
- Wellness programs and resources.
- And more.
Why Join brighthush?
When you join brighthush, you become part of a mission‑driven organization that is redefining how people stay connected in the most challenging environments. You’ll work alongside some of the brightest minds in the industry, tackle real‑world problems, and see the tangible impact of your work on the safety and security of communities worldwide.
We are committed to an inclusive and accessible recruiting experience for all candidates. If you require accommodations, please let us know, and we will do everything we can to support you.
Ready to Make a Difference?
Apply today and help us keep our heroes connected. Your expertise, passion, and dedication will shape the future of tactical communications at brighthush.