Senior Customer Service Operations Director – Call Center Leadership, Workforce Forecasting, Process Optimization, and Strategic Operations Expert – Remote, Full‑Time at brighthush

About brighthush

brighthush is more than a tech company; it’s a movement dedicated to redefining the customer experience in the digital era. With a portfolio that spans cutting‑edge SaaS products and enterprise‑grade solutions, we fuse advanced technology, data‑driven insights, and authentic human connection to deliver world‑class service. Our culture is built on three pillars: relentless innovation, collaborative empowerment, and a commitment to continuous improvement. Whether you’re a seasoned leader or an ambitious professional eager to scale new heights, brighthush offers a dynamic environment where your expertise can shape the future of customer service excellence.

Why brighthush is the Right Place for You

At brighthush, we believe exceptional customer service is born from exceptional people. That’s why we invest heavily in our talent, providing a comprehensive package that rewards impact, nurtures growth, and supports well‑being:

• Competitive base salary and performance‑based bonuses that reward measurable impact.
• Comprehensive health, dental, vision, and mental‑health coverage for you and your family.
• Generous paid time off, flexible work arrangements, and a fully remote model across the United States.
• Professional development budgets, mentorship programs, and access to industry conferences to keep your skills sharp.
• Equity options and a culture that rewards innovation and ownership so you can share in the company’s success.

Position Overview

We’re seeking a seasoned, results‑driven Senior Customer Service Operations Director to steer our high‑volume call center, champion workforce management initiatives, and drive continuous process optimization. In this role you will partner closely with cross‑functional teams—including Sales, Product, Engineering, and Marketing—to ensure seamless customer journeys, maintain service‑level excellence, and cultivate a high‑performing, engaged team. This is a remote, full‑time position that offers the flexibility to work from anywhere in the United States while being part of a high‑impact, data‑driven organization.

Key Responsibilities

• Operational Leadership: Oversee day‑to‑day call center operations, ensuring adherence to SLAs, quality standards, and customer satisfaction metrics. Lead continuous improvement initiatives that drive operational efficiency and elevate the customer experience.
• Team Management: Recruit, coach, and retain top talent; conduct performance reviews, set clear goals, and foster a culture of accountability and continuous improvement. Champion diversity, equity, and inclusion in all hiring and development practices.
• Workforce Forecasting & Scheduling: Develop and maintain accurate forecasting models, leveraging historical data, trend analysis, and business insights to optimize staffing levels. Collaborate with the WFM team to implement dynamic scheduling that balances agent workload and customer demand.
• Process Optimization: Identify bottlenecks, implement best practices, and streamline workflows to increase efficiency and reduce operational costs. Lead Lean Six Sigma projects that deliver measurable improvements in cycle time, first‑contact resolution, and agent utilization.
• Technology Stewardship: Manage and enhance the suite of customer‑service tools—including brighthush CRM, brighthush WFM, brighthush Analytics, brighthush Billing, and brighthush Knowledge Base—ensuring seamless integration and data integrity. Evaluate emerging technologies and recommend solutions that align with business goals.
• Stakeholder Collaboration: Partner with Product, Engineering, and Marketing to align service strategies with product roadmaps and customer feedback. Translate customer insights into actionable operational changes that improve satisfaction and retention.
• Reporting & Analytics: Build dashboards, generate actionable insights, and present findings to senior leadership to inform strategic decisions. Own the reporting cadence for key metrics such as AHT, CSAT, NPS, and OEE.
• Compliance & Risk Management: Ensure all operations comply with regulatory requirements and internal policies, including data privacy and security standards. Conduct regular audits and implement corrective actions as needed.

Essential Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Minimum of 10 years of progressive experience in call center management, with at least 5 years in a senior leadership role.
• Proven expertise in workforce management, including forecasting, scheduling, and capacity planning.
• Hands‑on experience with brighthush CRM, brighthush WFM, brighthush Analytics, brighthush Billing, and brighthush Knowledge Base (or equivalent platforms).
• Strong analytical mindset with the ability to translate data into actionable strategies.
• Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Demonstrated ability to lead high‑performing teams in a fast‑paced, remote environment.
• Background check clearance and a minimum age of 18.

Preferred Qualifications

• Experience in a SaaS or technology‑driven customer‑service environment.
• Certifications in Workforce Management (e.g., WFM Professional, Call Center Management).
• Knowledge of AI‑driven customer service tools and chatbot integration.
• Fluency in additional languages (Spanish, French, Mandarin, etc.) is a plus.
• Track record of implementing cost‑saving initiatives without compromising service quality.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain talent.
• Strategic Thinking: Visionary mindset to align operations with business goals.
• Data‑Driven Decision Making: Proficiency in analytics tools and KPI development.
• Process Improvement: Lean Six Sigma or similar methodology experience.
• Technology Fluency: Deep understanding of CRM, WFM, and billing platforms.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Comfortable navigating change in a rapidly evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust framework of growth and learning:

• Structured leadership development programs that prepare you for executive roles.
• Cross‑functional projects that broaden your skill set and business acumen.
• Mentorship from senior leaders who champion your growth.
• Access to industry conferences, webinars, and certifications at no cost.
• Clear promotion pathways from Manager to Director and beyond.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings and real‑time collaboration tools.
• Virtual team‑building events and quarterly in‑person retreats.
• A culture of transparency, psychological safety, and open feedback.
• Commitment to work‑life balance, with flexible scheduling and generous PTO.

Compensation & Perks

While specific figures vary by experience and location, you can expect:

• Competitive base salary commensurate with market rates for senior call center leaders.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, vision, and life insurance plans.
• 401(k) with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Equity options as part of the overall compensation package.

How to Apply

If you’re ready to lead a high‑impact customer service organization, drive operational excellence, and shape the future of customer experience at brighthush, we’d love to hear from you. Submit your application through our careers portal or click the link below to get started.

Apply to this role now

Join brighthush – Where Exceptional Service Meets Exceptional Talent

At brighthush, we’re not just building a customer service team; we’re building a community of innovators who are passionate about delivering world‑class experiences. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact on millions of customers, this is the place for you. Apply today and be part of a company that values your expertise, rewards your achievements, and invests in your future.