Senior Customer Service Operations Leader – Championing Global Team Excellence, Process Innovation, and Data‑Driven Customer Experience at brighthush

About brighthush – Where Pet Care Meets Innovation

brighthush is more than a pet‑care brand; it’s a global movement that reimagines how pet lovers discover, purchase, and nurture their companions. From North America to Europe and Asia, brighthush fuses cutting‑edge e‑commerce technology with a deep‑rooted passion for animal welfare. Our mission is simple yet ambitious: to create seamless, joyful experiences for every pet owner, from the first click on our website to the last wag of a dog’s tail. By combining data‑driven insights, innovative product design, and a culture of empathy, we have become the most trusted partner for pet care worldwide.

Why This Role Is a Game‑Changer

Customer satisfaction is the lifeblood of brighthush. Every interaction—whether a phone call, chat, or email—shapes the perception of our brand and directly influences loyalty, repeat purchase, and word‑of‑mouth advocacy. As the Senior Customer Service Operations Leader, you will be the steward of that perception, ensuring that thousands of frontline agents deliver consistent, compassionate, and efficient service. Your leadership will directly influence:

• Agent performance and engagement – fostering a culture of continuous improvement and high morale.
• Process efficiency and cost‑effectiveness – driving lean operations that scale with growth.
• Customer loyalty and advocacy – turning satisfied owners into brand ambassadors.
• Cross‑functional alignment and innovation – bridging gaps between product, merchandising, analytics, and more.

By championing operational excellence, you will help brighthush maintain its reputation as the pet care industry’s most trusted partner.

Key Responsibilities

1. Team Leadership & Development

• Lead a dynamic team of 45–85 frontline agents and 3–5 salaried managers, fostering a high‑performance culture that values empathy, curiosity, and accountability.
• Facilitate daily huddles, weekly performance reviews, and quarterly coaching sessions to align on goals, celebrate wins, and address challenges.
• Own the talent review process for all leaders, ensuring high‑potential individuals receive clear career pathways and development opportunities.
• Design and implement onboarding programs that accelerate new manager effectiveness and embed brighthush values from day one.
• Develop bench strength through structured coaching, feedback, and individualized development plans, ensuring a robust succession pipeline.
• Champion a data‑driven performance management system that tracks key metrics such as CSAT, NPS, first‑contact resolution, and agent utilization.
• Encourage a culture of peer learning by establishing mentorship circles and knowledge‑sharing forums.
• Implement recognition programs that celebrate high performers and reinforce desired behaviors.

2. Strategic Planning & Change Management

• Collaborate with cross‑functional partners—Product, Merchandising, Business Intelligence, Quality, Workforce Management, Learning & Development—to shape and execute strategic initiatives.
• Lead change management efforts, including user acceptance testing (UAT) for new processes such as Open Methods refinement, Clinic Performance Initiatives, and CHIRP feedback implementation.
• Facilitate weekly call‑listening sessions to monitor the customer journey and identify improvement opportunities.
• Translate data insights into actionable plans that enhance both customer and employee experience.
• Drive the adoption of new technologies (e.g., AI‑powered chatbots, advanced CRM integrations) that streamline workflows and elevate service quality.
• Develop and maintain a roadmap for continuous improvement projects, ensuring alignment with corporate strategy.
• Act as the primary liaison for external vendors and partners, ensuring seamless integration of third‑party solutions.

3. Operational Excellence

• Drive workforce planning activities in partnership with the WFM team—real‑time queue management, overtime & VTO optimization, staffing file maintenance, and team assignment accuracy.
• Ensure compliance with legal, regulatory, and internal policy requirements across all operations.
• Own B2B communications on escalations with clinic partners, legal, compliance, and merchandising stakeholders.
• Champion continuous improvement initiatives that enhance customer experience, employee experience, and operational efficiencies.
• Implement and monitor service level agreements (SLAs) and key performance indicators (KPIs) to guarantee consistent delivery of high‑quality support.
• Conduct root‑cause analysis on recurring issues and collaborate with relevant teams to implement corrective actions.
• Maintain a robust knowledge base and ensure its regular updates to reduce first‑contact resolution time.

4. Stakeholder Engagement & Collaboration

• Build and nurture relationships with key stakeholders across the organization to foster trust and collaboration.
• Represent the customer service perspective in cross‑functional meetings and strategy sessions.
• Act as the voice of the customer, ensuring that frontline insights inform product development and business strategy.
• Collaborate with marketing to translate customer feedback into targeted campaigns and loyalty programs.
• Partner with finance to develop cost‑effective operational models and budget forecasts.
• Engage with legal and compliance teams to mitigate risk and ensure adherence to industry standards.

5. Additional Duties

• Perform any other responsibilities as assigned to support brighthush’s mission and objectives.
• Represent brighthush at industry events, conferences, and community outreach programs.

Essential Qualifications

• 5+ years of multi‑channel contact center management experience, or equivalent industry experience.
• Proven track record of coaching and developing both frontline agents and leaders.
• BS/BA degree or equivalent professional experience (e.g., 5+ years in the industry in lieu of a degree).
• Strong computer literacy and proficiency in a technology‑driven environment.
• Advanced skills in MS Office, especially Excel.
• Exceptional oral and written communication skills, with comfort presenting to diverse audiences.
• Flexibility to work evenings, weekends, and occasional holidays as required.
• Willingness to travel when necessary.

Preferred Qualifications & Desired Competencies

• Experience managing large, geographically dispersed teams.
• Knowledge of workforce management tools and real‑time queue analytics.
• Background in healthcare or B2B service environments.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Demonstrated ability to navigate ambiguity and drive results in a fast‑paced setting.
• Commitment to fostering an inclusive, respectful, and high‑energy workplace culture.

Skills & Competencies for Success

• Leadership & Coaching: Ability to inspire, mentor, and develop high‑potential talent across multiple levels.
• Strategic Thinking: Translate business goals into actionable operational plans and measurable outcomes.
• Data‑Driven Decision Making: Proficiency in analyzing metrics, identifying trends, and recommending improvements.
• Change Management: Lead initiatives that transform processes, culture, and technology adoption.
• Customer‑Centric Mindset: Deep empathy for pet owners and a passion for delivering exceptional service.
• Collaboration & Influence: Build strong relationships across departments and influence stakeholders at all levels.
• Adaptability: Thrive in a fast‑moving, evolving environment with shifting priorities.
• Project Management: Plan, execute, and deliver cross‑functional projects on time and within budget.
• Technology Fluency: Comfortable with CRM systems, workforce management tools, and emerging customer service technologies.

Career Growth & Learning Opportunities

As brighthush continues to scale, you’ll have the chance to:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Operations.
• Lead cross‑functional projects that shape the future of pet care and e‑commerce.
• Participate in executive‑level strategy sessions and influence company‑wide initiatives.
• Expand your skill set through targeted training in data analytics, change management, and advanced coaching techniques.
• Earn recognition through our internal award programs and public speaking opportunities at industry conferences.
• Mentor emerging leaders and contribute to the development of the next generation of customer service professionals.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, empathy, and relentless improvement. We celebrate diversity, encourage open dialogue, and empower every team member to contribute ideas that drive real impact. Our collaborative environment ensures that your voice is heard, your growth is supported, and your work makes a difference.

Key cultural pillars include:

• Innovation Hub: Regular hackathons and idea‑sharing sessions to prototype new customer service solutions.
• Well‑Being Focus: Flexible work arrangements, mental health resources, and pet‑friendly office spaces.
• Community Impact: Volunteer days, pet‑sponsorship programs, and partnerships with animal shelters.
• Continuous Learning: Access to online learning platforms, mentorship programs, and leadership workshops.
• Recognition & Celebration: Monthly shout‑outs, peer‑to‑peer awards, and annual company retreats.

Compensation & Benefits

At brighthush, we believe that our people are our greatest asset. As the Senior Customer Service Operations Leader, you’ll enjoy:

• Competitive base salary and performance‑based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including holidays, personal days, and volunteer time.
• Employee stock purchase plan and equity options.
• Professional development budget and access to industry conferences.
• Mentorship and leadership training programs.
• Flexible work arrangements and a supportive remote‑friendly culture.
• Pet‑friendly office spaces and discounts on pet products.
• Annual wellness stipend and on‑site fitness facilities.
• Retirement savings plan with company match.

How to Apply

Ready to lead the next wave of customer service excellence at brighthush? Submit your application through our careers portal and join a team that values innovation, compassion, and results. We look forward to exploring how your expertise can help us continue to delight pet lovers worldwide.

For any questions about accommodations or the application process, please contact [email protected].