Senior Customer Success Operations Manager – AI‑Powered Transformation & Process Innovation Lead for a Digital Insurance Leader at brighthush

About brighthush

At brighthush, we’re rewriting the story of insurance. For decades, claims processing has been a manual, phone‑centric, intuition‑driven activity that sits at the heart of every insurer’s operations. We’re changing that narrative by building a fully digital, data‑driven ecosystem that empowers large carriers to move from legacy workflows to intelligent, AI‑enhanced decision‑making. From intuitive self‑service claim filing to sophisticated fraud detection, brighthush is the engine that powers claims processing for some of the world’s largest insurers.

Our work is dynamic, collaborative, and deeply rewarding. We tackle challenges that range from creating comforting digital experiences for claimants during their most vulnerable moments to orchestrating large‑scale machine‑learning decision‑making on billions of dollars in claim payments. If you thrive in an environment where ambiguity is a catalyst for innovation and where you can turn strategic vision into shipped outcomes, brighthush is the place for you.

The Opportunity

We’re looking for a visionary Senior Customer Success Operations Manager to lead the transformation of our Client Engagement (CE) function into an AI‑native operating environment. This is a builder’s role for someone who sees operational friction as a problem to be solved with smarter systems, tooling, and well‑designed AI. You will sit at the center of how our CE team works—reimagining processes from the ground up, embedding AI agents and automation into daily workflows, and raising the bar on both efficiency and quality across everything the team does.

Why This Role Matters

Client Engagement is the frontline of our relationship with customers. By making this team AI‑native, more efficient, and higher‑quality, you will directly shape the experience clients have with brighthush and set the standard for how modern operations teams should run. If you want to build the future of a function rather than just maintain it, this is your role.

Key Responsibilities

• Lead AI‑Native Transformation: Define and drive the vision for a CE organization where AI is woven into the core of how work gets done—from client interactions to internal operations. Champion adoption across the team.
• Proactively Drive Efficiency & Quality: Continuously identify opportunities to streamline workflows, eliminate manual toil, and improve the quality of the team’s output. You won’t wait to be handed problems; you’ll find them and fix them.
• Build AI Agents & Internal Tools: Design, prototype, and deploy AI agents and internal tooling that connect across many different systems, giving the team leverage and freeing up time for higher‑value work.
• Own the Strategic Roadmap: Develop and execute a quarterly strategic plan for CE Operations, translating high‑level goals into concrete initiatives with clear owners, milestones, and measurable outcomes.
• Own Knowledge Assets: Take ownership of knowledge assets such as the Client Engagement Knowledge Base, keeping them accurate and useful, and proactively suggest new layers of knowledge and documentation that would benefit the CE team.
• Cross‑Functional Collaboration: Partner across Client Engagement, Sales, Engineering Operations, Product Operations, and other teams to align on priorities, remove blockers, and deliver outcomes that no single team could achieve alone.
• Measure & Iterate: Define the metrics that matter for CE operational health, track progress against them, and use data to continuously refine how the team operates.

Essential Qualifications

• Proven experience in an operations, strategy, or program management role, ideally within a client‑facing or go‑to‑market organization.
• Hands‑on familiarity with building AI agents and internal tools that integrate across multiple systems and platforms. Comfortable getting into the details of how automations and integrations actually work.
• Self‑starter who can independently develop a quarterly strategic plan and work across multiple stakeholders to drive it to completion.
• Demonstrated success working cross‑functionally across teams such as CE, Sales, Engineering Operations, and Product Operations. Able to build trust, align competing priorities, and get things done through influence.
• Proactive mindset: spot inefficiencies and quality gaps before they become problems and take ownership of solving them.
• Strong analytical skills and comfort using data to inform decisions and measure impact.
• Excellent communication skills, with the ability to translate between technical and non‑technical stakeholders.

Preferred Qualifications

• Experience in the insurance technology space or a deep understanding of claims processing workflows.
• Background in AI/ML product development or experience leading AI/automation initiatives.
• Knowledge of industry regulations and compliance requirements related to data privacy and claims handling.
• Track record of building high‑performing, cross‑functional teams in a fast‑paced environment.

Skills & Competencies

• Strategic Thinking & Execution
• Process Design & Optimization
• AI & Automation Architecture
• Data‑Driven Decision Making
• Stakeholder Management & Influence
• Project & Program Management
• Excellent Written & Verbal Communication
• Adaptability & Resilience in Ambiguous Settings
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career progression. As the lead of our AI‑native transformation, you will:

• Own a high‑impact, cross‑functional initiative that directly influences the company’s strategic direction.
• Collaborate with senior leaders across product, engineering, and sales, gaining exposure to the full spectrum of our business.
• Develop expertise in AI/ML product development, process automation, and data analytics—skills that are in high demand across the tech industry.
• Participate in leadership development programs and mentorship opportunities that prepare you for future executive roles.
• Contribute to thought leadership by speaking at industry conferences, publishing white papers, and shaping best practices in AI‑driven operations.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on impact. We value:

• Innovation: We encourage experimentation and reward bold ideas that push the boundaries of what’s possible.
• Ownership: Every team member is empowered to take initiative and drive results.
• Inclusivity: We celebrate diverse perspectives and foster an environment where everyone feels heard.
• Work‑Life Balance: With unlimited PTO and flexible work arrangements, you can manage your personal and professional commitments.
• Community: Regular virtual team events, offsites, and community service projects keep us connected and engaged.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary and equity package that reflects the value you bring. Our comprehensive benefits include:

• Platinum medical, dental, and vision coverage
• Free life insurance, long‑term and short‑term disability
• Unlimited paid time off (unlimited vacation days & paid holidays)
• Family leave (maternity & paternity)
• 401(k) with a 3% company match, even if you don’t contribute
• Work‑from‑home perks: lunch stipend twice a week, monthly phone stipend, and other home‑office essentials
• Health FSAs & HSAs for pre‑tax medical expenses
• Regular team events & offsites (remote but frequent)

How to Apply

Ready to shape the future of customer success operations at brighthush? Click the link below to submit your application and join a team that’s redefining insurance for the digital age.

Apply to This Job

Important Notice

We have been made aware of individuals falsely posing as recruiters from brighthush. Please note that we only contact candidates from official brighthush.claims email addresses and all interviews are conducted through verified company channels. If you are unsure whether a message is legitimate, please contact us directly at [email protected] before sharing any personal information.

Diversity & Inclusion

brighthush is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will provide reasonable accommodation for individuals with disabilities to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.