Senior Customer Operations Manager – Post‑Sales Excellence, Supply Chain Leadership & Tactical Communications Innovation Lead for brighthush

About brighthush

brighthush is a global pioneer in mission‑critical communications, turning cutting‑edge research into real‑world solutions that keep people safe on land, air, and sea. Our culture is built around a single, powerful belief: the safety of communities depends on the reliability of the people who protect them. From secure, high‑bandwidth mesh networks to resilient, low‑latency radios, we engineer technology that empowers law enforcement, defense, and public‑safety agencies to stay connected when it matters most.

Why brighthush?

We’re not just a technology company; we’re a movement. Our flagship StreamCaster family of MANET radios and proprietary MN‑MIMO waveforms have earned the trust of military units, first‑responders, and critical infrastructure operators worldwide. Every product we deliver is battle‑tested, field‑ready, and designed to operate in the harshest environments—whether that’s a desert convoy, a coastal patrol, or a disaster‑response command center.

At brighthush, you’ll join a tight‑knit community of engineers, supply‑chain specialists, and customer‑success leaders who share a relentless drive to innovate, a commitment to integrity, and a passion for making a tangible impact on the world.

Position Overview

We are seeking a highly motivated Senior Customer Operations Manager to become the linchpin between our manufacturing operations and our most critical North American customers. In this role, you will orchestrate the entire post‑sales journey—from purchase order receipt to final delivery—ensuring that every component arrives on schedule, meets quality standards, and integrates seamlessly into the customer’s production roadmap.

While the role is primarily remote, you will travel up to 30% of the time to brighthush Headquarters in Los Angeles and key customer sites across the continental U.S. to build relationships, conduct on‑site reviews, and represent brighthush at industry events.

Key Responsibilities

• Serve as the primary point of contact for high‑profile North American customers, managing day‑to‑day operational needs and resolving escalations with speed and professionalism.
• Lead Quarterly Business Reviews (QBRs) to present delivery performance, quality metrics, and production roadmap alignment, turning data into actionable insights.
• Collaborate directly with customer demand planners to ingest and track production forecasts, translating them into actionable data for internal manufacturing and supply‑chain teams.
• Track and manage open purchase orders, ensuring on‑time delivery commitments are met and partnering with manufacturing and logistics to resolve any delays.
• Identify and elevate technical integration challenges, managing the formal escalation process for hardware defects, shipping issues, or field failures.
• Oversee the Return Merchandise Authorization (RMA) process, ensuring timely replacement of failed components and recovery of units for failure analysis.
• Provide continuous improvement recommendations to enhance post‑sales processes, customer satisfaction, and operational efficiency.
• Collaborate with cross‑functional teams—including Engineering, Quality Assurance, and Supply Chain—to resolve customer issues and drive product improvements.
• Maintain accurate and up‑to‑date customer and order data in our ERP system, ensuring data integrity and compliance with federal contract requirements.
• Travel up to 30% of the time to brighthush HQ in Los Angeles and throughout the continental U.S. to visit key customers and attend industry events.
• Act as a subject‑matter expert on post‑sales operations, sharing best practices and lessons learned across the organization.
• Develop and maintain dashboards and reporting tools that provide real‑time visibility into order status, inventory levels, and delivery performance.
• Partner with Sales and Marketing to translate customer feedback into product roadmap enhancements and service offerings.

Essential Qualifications

• Bachelor’s degree in Operations, Supply Chain Management, Business, or a related field.
• 3+ years of experience in a post‑sales operations, account management, or technical project coordination role, preferably within a defense hardware or manufacturing environment.
• Strong analytical skills to interpret production schedules, purchase orders, and demand forecasts, identifying and resolving discrepancies.
• Excellent communication skills with the ability to translate between customer business needs and internal manufacturing constraints.
• Proficiency in Microsoft Office, especially Excel, and experience creating dashboards and KPI reports.
• 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.
• Demonstrated ability to manage multiple projects simultaneously in a fast‑paced environment.

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 with OEM or government contract environments.
• Strong project management skills and the ability to handle multiple priorities in a fast‑paced environment.
• Knowledge of MIMO and MANET technologies is a plus.
• Proven track record of implementing process improvements that reduce cycle time and increase customer satisfaction.
• Comfortable presenting to senior leadership and technical audiences.

Working Conditions & Physical Requirements

• Lift equipment up to 20 lbs.
• Travel up to 30% of the time to brighthush HQ and key customer sites.
• Occasional on‑site troubleshooting may require working in non‑controlled environments.

Compensation & Benefits

Competitive salary range: $85,000 – $95,000 annually, commensurate with experience. In addition to a robust benefits package, brighthush offers:

• Incentive bonus plans aligned with company and individual performance.
• Comprehensive medical, dental, and vision coverage.
• 401(k) with company match.
• 10 paid holidays and generous paid time off (PTO) packages.
• Employee Stock Purchase Plan.
• Paid parental and family leave.
• Remote work flexibility and relocation support where applicable.
• Continuous learning and development opportunities, including certifications and training in supply chain, project management, and advanced communications.
• Access to cutting‑edge technology labs and field‑testing environments.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Operations Manager, you will:

• Gain exposure to high‑impact projects that shape the future of tactical communications.
• Develop expertise in federal contracting, supply‑chain optimization, and customer success.
• Lead cross‑functional initiatives that drive operational excellence and product innovation.
• Progress into leadership roles such as Director of Customer Operations, Global Supply Chain Lead, or Program Management Officer.
• Participate in mentorship programs, industry conferences, and internal knowledge‑sharing forums.
• Earn professional certifications (e.g., APICS, PMP, Six Sigma) through sponsored training programs.
• Take advantage of rotational programs that expose you to engineering, quality assurance, and field operations.

Company Culture & Values

brighthush is built on a foundation of people‑first and community‑focused culture. We empower every team member to be their most authentic self and to do their best work to deliver on the promise of a safer world. Our core values include:

• Integrity: We act with honesty and transparency in all our interactions.
• Innovation: We continuously push the boundaries of technology to solve complex challenges.
• Collaboration: We work together across disciplines to achieve shared goals.
• Excellence: We strive for the highest standards in product quality and customer service.
• Impact: We measure success by the difference we make in the lives of our customers and communities.

Equal Opportunity Employer

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 physical or mental health conditions. To request an accommodation, please complete our Reasonable Accommodations Form.

How to Apply

If you are passionate about ensuring that critical communications systems reach the hands of those who need them most, we encourage you to apply. Submit your resume and a cover letter detailing how your experience aligns with the responsibilities and qualifications outlined above. Join brighthush and help us keep our heroes connected.