Senior Customer Service Compliance & Order Lifecycle Management Lead – Remote, Global Regulatory Excellence, Seamless Order Execution, and Premium Customer Experience for Construction Materials & Building Solutions at brighthush

About brighthush

brighthush stands at the forefront of the construction materials industry, merging a legacy of more than a century of craftsmanship with a relentless drive toward digital transformation. Our portfolio includes high‑performance insulation, innovative roofing systems, and state‑of‑the‑art façade solutions that enable architects, developers, and builders to create structures that are safer, more sustainable, and energy‑efficient. By embedding IoT sensors, AI‑powered analytics, and cloud‑based supply‑chain platforms into every product line, we empower our partners to deliver projects on schedule, within budget, and with a dramatically reduced environmental footprint.

Our mission is simple yet profound: to build a better world, one project at a time. We achieve this by fostering a culture of innovation, integrity, and inclusivity, where every employee is encouraged to challenge the status quo, collaborate across disciplines, and drive continuous improvement.

Why Join brighthush?

• Impactful Work – Your contributions will directly influence the success of projects that shape skylines, communities, and the built environment worldwide.
• Remote Flexibility – Work from anywhere while staying connected with a high‑performing, globally distributed team.
• Career Growth & Development – Structured learning programs, mentorship, and clear career pathways across the organization.
• Competitive Compensation – Base salary range of $52,000–$56,000, complemented by performance‑based bonuses and equity opportunities.
• Comprehensive Benefits – Health, dental, vision, paid time off, 401(k) with company match, pension plan, and continuing‑education allowances.
• Community & Sustainability – Volunteer drives, donation matching, and initiatives that reduce our environmental footprint.
• Innovation Culture – Collaborate on next‑generation product development and digital transformation projects.
• Recognition & Rewards – Peer‑to‑peer awards, company‑wide shout‑outs, and performance recognitions celebrate milestones.

Position Overview

The Senior Customer Service Compliance & Order Lifecycle Management Lead is a pivotal bridge between our customers and internal operations, ensuring that every order moves through the lifecycle with precision, regulatory compliance, and an unwavering focus on customer satisfaction. This remote role primarily supports the Mountain and Pacific time zones, requiring flexibility to align with business hours in those regions.

In this capacity you will act as the trusted voice for inbound inquiries, validate purchasing documentation, coordinate cross‑functional approvals, maintain data integrity across enterprise platforms, and provide actionable insights that drive continuous improvement across the order‑to‑cash process.

Key Responsibilities

• Order Management – Enter all orders into SAP on the same day they are received, ensuring completeness, accuracy, and adherence to internal SLAs.
• Compliance Oversight – Review customer purchasing documents, submit them to Legal via OnBase, and proactively follow up on contract approvals.
• Documentation Tracking – Collect, verify, and monitor pre‑award documents such as bonds, insurance certificates, and W‑9 forms.
• Project Setup Validation – Conduct thorough compliance reviews for new project setups to confirm that contractual obligations and regulatory requirements are satisfied.
• Reporting & Analytics – Generate and deliver accurate General Contracting reports to senior leadership, regulatory bodies, and external auditors.
• Process Improvement – Identify bottlenecks in the order lifecycle, propose automation solutions, and collaborate with IT to implement enhancements.
• Stakeholder Communication – Provide clear, timely updates to customers, sales teams, and internal partners regarding order status and compliance milestones.
• Audit Preparation – Assist in internal and external audits by ensuring all documentation is complete, properly filed, and readily accessible.
• Continuous Learning – Stay current on evolving regulations, industry best practices, and emerging technologies that impact compliance.
• Team Collaboration & Mentorship – Mentor junior team members, share knowledge across departments, and champion a culture of excellence.

Day‑to‑Day Activities

Each day begins with a quick review of the order queue in SAP, followed by a triage of any urgent compliance issues flagged by the Legal or Credit teams. You will then conduct virtual “order huddles” with Sales, Project Administration, and Logistics to align on upcoming deliveries, resolve any documentation gaps, and confirm that all regulatory checkpoints are met. Mid‑day is often dedicated to data‑quality audits, updating OnBase repositories, and preparing status reports for senior leadership. The afternoon may include a deep‑dive analysis of order‑to‑cash metrics using Power BI, as well as a mentorship session with a junior analyst.

Essential Qualifications

• Minimum of 5 years of experience in customer service, order management, or compliance within a manufacturing or distribution environment.
• Proven track record of managing complex order lifecycles with a high degree of accuracy and regulatory compliance.
• Strong familiarity with SAP, OnBase, and other enterprise resource planning (ERP) systems.
• Excellent written and verbal communication skills, with the ability to translate technical requirements into clear, actionable guidance.
• Demonstrated ability to work independently in a remote setting while maintaining strong collaboration with distributed teams.
• High level of attention to detail, analytical thinking, and problem‑solving aptitude.
• Knowledge of industry regulations (e.g., OSHA, EPA, local building codes) and experience ensuring compliance with these standards.
• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field is preferred.

Preferred Qualifications

• Experience in the construction materials or building products sector.
• Certification in Project Management (PMP) or Six Sigma Green Belt.
• Proficiency in data visualization tools (e.g., Power BI, Tableau) for reporting and analytics.
• Background in contract negotiation and vendor management.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.
• Experience leading cross‑functional projects or initiatives.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Regulatory Expertise – Deep understanding of compliance frameworks and the ability to stay current with evolving regulations.
• Process Orientation – Ability to map, analyze, and optimize end‑to‑end processes for efficiency and accuracy.
• Technology Savvy – Comfortable navigating multiple software platforms and quickly learning new tools.
• Collaboration & Influence – Skilled at working cross‑functionally and influencing stakeholders to achieve shared goals.
• Adaptability – Thrives in a fast‑changing environment and can pivot priorities as business needs evolve.
• Data‑Driven Decision Making – Uses metrics and analytics to drive continuous improvement.
• Leadership Potential – Demonstrates initiative, accountability, and a willingness to mentor others.

Technology Stack & Tools

At brighthush we rely on a modern, integrated technology ecosystem that supports rapid decision‑making and flawless execution. The primary tools you will use include:

• SAP S/4HANA – Core ERP for order entry, inventory management, and financial integration.
• OnBase Document Management – Central repository for contracts, compliance documents, and audit trails.
• Power BI / Tableau – Visualization platforms for creating dashboards that track order health, compliance status, and performance KPIs.
• Microsoft Teams & Slack – Collaboration hubs for real‑time communication with cross‑functional partners.
• Confluence & Jira – Knowledge‑base and project‑tracking tools used by the IT and Process‑Improvement teams.

Performance Metrics & Success Indicators

Success in this role is measured by a blend of quantitative and qualitative metrics that reflect both operational excellence and customer satisfaction:

• Order Accuracy Rate – Target > 99% error‑free entries in SAP.
• Compliance Turn‑around Time – Average time from document receipt to legal approval under 48 hours.
• Customer Satisfaction (CSAT) Score – Maintain a score of 4.5 / 5 or higher on post‑interaction surveys.
• Audit Readiness Index – Zero critical findings in internal and external audits.
• Process Improvement Impact – Documented reduction in order‑processing cycle time by at least 10% year‑over‑year.

Career Growth & Learning Opportunities

At brighthush, we view every employee as a future leader. As a Senior Customer Service Compliance & Order Lifecycle Management Lead, you will have access to a robust development ecosystem designed to accelerate your career:

• Clear pathways to roles such as Compliance Manager, Order Management Lead, or Director of Customer Experience.
• Participation in the Leadership Development Program, featuring mentorship, executive coaching, and rotational assignments across business units.
• Unlimited access to a learning platform offering courses on regulatory compliance, advanced SAP modules, data analytics, and emerging digital tools.
• Funding for professional certifications (e.g., PMP, Six Sigma, Certified Supply Chain Professional) and conference attendance.
• Opportunities to lead high‑visibility, cross‑functional transformation projects that shape the future of our order‑to‑cash ecosystem.
• Recognition programs that celebrate innovative ideas, cost‑saving initiatives, and exemplary customer service.

Work Environment & Culture at brighthush

Our culture is built on the pillars of integrity, innovation, and inclusivity. You’ll find a supportive, collaborative environment where:

• Remote work is fully supported with the right tools, clear communication protocols, and a strong sense of community.
• Employees are encouraged to share ideas, challenge the status quo, and drive positive change.
• Diversity and inclusion are not just buzzwords—they’re embedded in our hiring, development, and recognition practices.
• We celebrate successes, learn from setbacks, and continuously strive to improve both our products and our people.
• Our leadership team is approachable, transparent, and committed to fostering a culture of trust.
• Regular virtual town halls, hackathons, wellness sessions, and social gatherings keep the team connected and energized.

Compensation & Benefits

While the base salary for this role ranges from $52,000 to $56,000, we offer a comprehensive package that includes:

• Performance‑based bonuses tied to individual and company metrics.
• Health, dental, and vision insurance plans with generous coverage options.
• Paid time off (vacation, sick leave, personal days) plus holidays.
• 401(k) retirement plan with company match and a pension plan for long‑term security.
• Continuing education stipend to support professional development and certifications.
• Employee assistance programs, wellness initiatives, and mental‑health resources.
• Volunteer time off and donation matching to support community and sustainability projects.
• Access to a corporate wellness program that includes gym memberships, mindfulness apps, and ergonomic support.

Employee Testimonials

Maria L., Compliance Analyst – “Working at brighthush has given me the freedom to innovate while still having a clear roadmap for growth. The mentorship I receive is unparalleled, and the remote‑first culture truly respects work‑life balance.”

James K., Senior Project Engineer – “The cross‑functional collaboration here is next level. I’ve been able to see how my engineering decisions impact order fulfillment and customer satisfaction, which makes every day feel purpose‑driven.”

How to Apply

Ready to take the next step in your career and help shape the future of construction materials? Submit your resume and a cover letter that highlights your experience in order management, compliance, and customer service. We look forward to learning how your expertise can contribute to the success of brighthush and the communities we serve.

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