Senior Customer Service Manager – Call Center Operations & Scheduling Excellence – Remote, Texas

About brighthush

brighthush is a leading provider of innovative, technology‑driven solutions that empower federal agencies and healthcare organizations to deliver exceptional customer experiences. With a mission to streamline complex processes and elevate service quality, brighthush partners with government entities to transform how they engage with veterans, service members, and the public. Our culture is built on collaboration, continuous improvement, and a deep commitment to integrity and excellence.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑impact team that shapes the future of customer service in the federal healthcare space. We offer a flexible work environment that supports remote and hybrid models, a competitive compensation package, and a comprehensive benefits program designed to promote work‑life balance. Whether you’re a seasoned leader or an emerging professional, brighthush provides the resources, mentorship, and growth opportunities to help you thrive.

Position Overview

We are seeking a Senior Customer Service Manager to lead our call center and scheduling operations across multiple regions. In this role, you will own the end‑to‑end customer experience, ensuring that every interaction meets or exceeds contractual and internal performance standards. You will manage a virtual team of supervisors and frontline agents, drive continuous improvement initiatives, and collaborate with cross‑functional partners to eliminate bottlenecks and enhance service delivery.

Key Responsibilities

• Leadership & Team Management – Direct supervisors and frontline staff responsible for inbound Veteran/Service Member calls, outbound outreach, appointment scheduling, and provider‑location coordination.
• Strategic Workforce Planning – Design staffing models, coverage plans, and queue ownership structures that guarantee predictable service delivery and optimal resource utilization.
• Performance Accountability – Own all contractual and internal timeliness metrics, set targets, monitor trends, and implement corrective actions to maintain high service levels.
• Capacity & Disruption Management – Coordinate capacity forecasts and manage service disruptions in partnership with Provider Relations, clinics, diagnostics, triage, and operations teams.
• Process & System Optimization – Continuously evaluate and refine call routing, automation, reporting, scripts, and scheduling platforms to reduce delays, rework, and administrative burden.
• Escalation & Compliance Oversight – Handle sensitive escalations, ensure compliance with privacy, security, and accessibility requirements, and maintain accurate records of all interactions.
• Budget & Resource Management – Review staffing budgets, forecast constraints, and operational risks; prioritize technology or workflow enhancements and validate results with IT and partners.
• Continuous Improvement – Champion a culture of continuous improvement through process mapping, root‑cause analysis, and cross‑functional change initiatives with measurable benefits.
• Communication & Reporting – Provide regular performance updates, recovery plans, and risk assessments to program leadership and stakeholders.
• Virtual Team Leadership – Conduct weekly virtual check‑ins, one‑on‑ones, and engagement activities to maintain high productivity and retention rates.

Essential Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• 15+ years of progressive experience in customer service, contact center, or scheduling operations.
• 7+ years of experience in healthcare or federal program customer service, with at least 3 years in a supervisory or management capacity.
• Proven track record of managing service‑level results, staffing, operational reporting, and complex cross‑functional workflows.
• Strong analytical, workforce planning, financial stewardship, leadership, and communication skills.
• In-depth knowledge of privacy, information security, and contractual escalation requirements.
• Ability to obtain and maintain a Public Trust clearance.

Preferred Qualifications

• Experience leading multi‑site or distributed federal healthcare contact‑center and scheduling operations.
• Proficiency in process improvement methodologies (Lean, Six Sigma, Kaizen).
• Hands‑on experience with workforce management platforms, dashboards, and contract performance governance.
• Demonstrated success in implementing technology enhancements that drive measurable improvements.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Stakeholder Management & Influence
• Change Management & Adaptability
• Customer‑Centric Mindset
• Team Building & Coaching
• Project Management & Prioritization
• Technical Acumen – familiarity with call‑center and scheduling software.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Service Manager, you will:

• Lead high‑impact projects that shape national customer service strategies.
• Participate in leadership development programs, including executive coaching and cross‑functional rotations.
• Earn certifications in process improvement, workforce management, or healthcare operations.
• Collaborate with senior leaders on strategic initiatives, gaining exposure to executive decision‑making.
• Access a robust learning platform with courses, webinars, and industry conferences.

Work Environment & Culture

brighthush fosters a culture of transparency, innovation, and inclusion. Our remote‑first approach is complemented by periodic hybrid meetings that bring teams together for collaboration and knowledge sharing. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Employees enjoy:

• Flexible work schedules and remote work options.
• Regular virtual team building and wellness initiatives.
• A supportive environment that values work‑life balance.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

While the target salary range for this role is $120,001 – $160,000, the final offer will reflect experience, qualifications, and market conditions. In addition to competitive pay, brighthush offers:

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible vacation policy.
• Professional development budget and tuition reimbursement.
• Employee assistance program and wellness resources.
• Technology stipend for remote work setup.

Travel Requirements

This position requires approximately 25% travel to regional offices, partner sites, and conferences. Travel will be scheduled in advance and coordinated with your supervisor.

How to Apply

Ready to take the next step in your career? Join brighthush and help shape the future of federal customer service. Click the link below to submit your application and become part of a team that values innovation, integrity, and impact.

Apply to brighthush Today

Closing Statement

At brighthush, we’re committed to delivering excellence in every interaction. If you’re a seasoned leader with a passion for customer service, process improvement, and operational excellence, we invite you to apply. Your expertise will help us continue to provide outstanding support to veterans, service members, and the communities we serve.