Senior Customer Service & Scheduling Operations Manager – Remote Leadership of Veteran Care Contact Center and Workforce Planning

About brighthush

brighthush is a leading mission‑integrator dedicated to harnessing the power of technology and innovation to serve and protect our nation. With a portfolio that spans defense, space, intelligence, and civilian markets, brighthush delivers secure, high‑impact solutions in mission‑critical IT, engineering, and professional services. Our workforce of more than 23,000 passionate professionals is united by purpose, driven by mission, and inspired by the opportunity to make a tangible difference every day.

As a remote‑first organization, brighthush empowers talent across the United States to collaborate, innovate, and lead from anywhere. We are committed to fostering an inclusive environment where diverse perspectives thrive, and where every employee has a clear path for growth, learning, and impact.

Position Overview

brighthush is seeking a seasoned Senior Customer Service & Scheduling Operations Manager to own the end‑to‑end delivery of veteran and service‑member contact‑center services, appointment scheduling, and case‑processing across assigned regions. This role is fully remote (U.S. based) with the potential to transition to a hybrid model that includes on‑site collaboration as business needs evolve. The ideal candidate will bring deep expertise in managing high‑volume, multi‑channel contact‑center environments, a proven track record of driving operational excellence, and a passion for serving those who have served our country.

Key Responsibilities

Strategic Leadership & Team Management

• Direct and mentor a virtual team of supervisors, agents, and workforce planners responsible for inbound veteran/service‑member calls, outbound outreach, appointment scheduling, and provider‑location coordination.
• Develop and execute staffing models, queue ownership structures, and cross‑training programs that ensure predictable, high‑quality service delivery.
• Conduct weekly virtual check‑ins, one‑on‑ones, and performance reviews to maintain engagement, retention, and continuous development of team members.
• Lead succession planning, career pathing, and talent development initiatives aligned with brighthush’s leadership competencies.

Operational Excellence & Metrics Management

• Own performance against all contractual and internal timeliness metrics, including inbound call answer rates, outbound contact success, scheduling accuracy, notification compliance, queue aging, and service recovery.
• Establish target benchmarks, monitoring routines, and real‑time dashboards; proactively identify gaps and drive corrective actions.
• Coordinate capacity forecasts and service disruption mitigation with Provider Relations, clinics, diagnostics, triage, and broader Operations teams.
• Ensure compliance with contract‑specific communication standards, accessibility requirements, privacy regulations, and information‑security policies.

Process Improvement & Technology Enablement

• Continuously evaluate contact‑center platforms, scheduling tools, call routing logic, automation scripts, and reporting mechanisms to reduce avoidable delays, rework, and administrative burden.
• Partner with IT, analytics, and vendor teams to design, test, and roll out system enhancements that improve service quality and operational efficiency.
• Lead root‑cause analysis, process mapping, and continuous‑improvement initiatives; sponsor measurable benefits and ensure documented follow‑through.
• Oversee sensitive escalations and government‑facing issue support, maintaining factual records and timely follow‑up through authorized contract leadership channels.

Financial Stewardship & Budget Management

• Review staffing budgets, workforce forecasts, capacity constraints, and trend reports; prioritize technology or workflow investments that deliver the highest ROI.
• Act as a financial steward, balancing cost‑control with service‑level commitments and ensuring alignment with brighthush’s fiscal policies.

Essential Qualifications

• Education: Bachelor’s degree (any discipline) required.
• Experience: Minimum 15 years of relevant experience, including at least 7 years in healthcare‑focused customer service, contact‑center, appointment scheduling, or case‑management operations.
• Leadership: At least 3 years of supervisory or management experience overseeing large, distributed teams.
• Analytical Skills: Demonstrated ability to interpret complex data, develop workforce plans, and drive performance improvements.
• Regulatory Knowledge: Familiarity with privacy, information‑security, and contractual escalation requirements within federal or healthcare environments.
• Communication: Exceptional written and verbal communication skills, with the ability to influence senior stakeholders and convey technical concepts to non‑technical audiences.

Preferred Qualifications

• Experience leading multi‑site or distributed federal healthcare or other federal program contact‑center and scheduling operations.
• Proficiency with process‑improvement methodologies (Lean, Six Sigma, Kaizen) and workforce‑management platforms.
• Track record of implementing dashboards, performance‑governance frameworks, and contract‑performance reporting.
• Prior exposure to veteran or service‑member support programs is highly valued.

Core Skills & Competencies

• Strategic Thinking: Ability to translate organizational goals into actionable operational plans.
• People Development: Passion for coaching, mentoring, and building high‑performing virtual teams.
• Problem Solving: Strong root‑cause analysis and decision‑making capabilities under pressure.
• Technology Savvy: Comfort with contact‑center software (e.g., Genesys, NICE), scheduling platforms, and data‑visualization tools.
• Customer‑Centric Mindset: Deep empathy for veterans and service members, with a commitment to delivering a seamless, respectful experience.
• Adaptability: Flexibility to navigate shifting priorities, hybrid work arrangements, and occasional travel requirements.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Service & Scheduling Operations Manager, you will:

• Gain exposure to senior leadership across defense, intelligence, and civilian sectors.
• Participate in cross‑functional initiatives that shape national‑level service delivery standards.
• Access a robust learning ecosystem, including tuition reimbursement, certification programs (e.g., ITIL, PMP, Six Sigma), and internal mentorship circles.
• Be considered for future roles such as Director of Contact‑Center Operations, Enterprise Service Delivery Lead, or Program Management Office (PMO) senior positions.

Work Environment & Culture at brighthush

brighthush champions a culture of inclusion, innovation, and impact. Our remote‑first model is supported by:

• State‑of‑the‑art collaboration tools (Microsoft Teams, Slack, Zoom) that keep virtual teams connected.
• Regular virtual town halls, wellness webinars, and employee resource groups that foster community.
• A commitment to work‑life balance, with flexible scheduling, generous paid time off, and mental‑health resources.
• Diversity, equity, and inclusion (DEI) initiatives that ensure every voice is heard and valued.

Compensation, Perks & Benefits

While specific salary ranges will be discussed during the interview process, successful candidates can expect a competitive compensation package that includes:

• Base salary aligned with market benchmarks for senior contact‑center leadership.
• Performance‑based annual bonus tied to operational metrics and business outcomes.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plan with company match.
• Generous paid parental leave, sick leave, and vacation accrual.
• Professional development stipend, certification reimbursements, and access to internal training libraries.
• Technology allowance for home‑office setup, including ergonomic furniture and high‑speed internet support.
• Employee assistance program (EAP) and confidential counseling services.

Why Join brighthush?

Joining brighthush means becoming part of a mission‑driven organization where your work directly supports veterans, service members, and the broader national security community. You will lead a team that makes a real difference in the lives of those who have protected our freedoms, while also advancing your own professional growth in a dynamic, technology‑forward environment.

Ready to Make an Impact?

If you are a visionary leader with a passion for operational excellence, a deep respect for the veteran community, and the drive to innovate within a remote‑first framework, we invite you to apply today. Bring your expertise, your empathy, and your ambition to brighthush, and help us shape the future of customer service excellence for those who have served our nation.