Senior Customer Support Service Delivery Program Manager – Driving BPO Optimization, AI Integration, and Strategic Transition Leadership at brighthush

About brighthush

brighthush is a forward‑thinking fintech pioneer that is redefining how consumers manage money in the digital age. With a mission to make financial services transparent, accessible, and friction‑free, we empower millions of users to take control of their finances through a seamless mobile experience. Our culture is built on curiosity, collaboration, and a relentless focus on customer delight. At brighthush, we believe that the best solutions come from listening to real people, experimenting boldly, and iterating quickly.

Why This Role Matters

Just as Harry Beck transformed London’s Underground map by focusing on connections rather than geography, we are transforming the way our customers experience support. The Customer Experience (CX) organization at brighthush is growing rapidly, and the way we deliver support must evolve to keep pace. The Senior Customer Support Service Delivery Program Manager will be the catalyst that shapes our support ecosystem, ensuring that every interaction is efficient, scalable, and customer‑centric.

Role Overview

In this strategic and execution‑oriented role, you will lead high‑impact programs that redefine how brighthush’s CX team delivers support. Your first 9–12 months will focus on expanding and optimizing our Business Process Outsourcing (BPO) partnership, while the long‑term vision is to create a flexible, data‑driven service delivery framework that can adapt to new technologies, market shifts, and evolving customer expectations.

Key Responsibilities

• Lead BPO Expansion & Optimization – Identify opportunities to scale the BPO partnership, build robust operational and financial cases, and drive approved transitions from scoping to stabilization.
• Design Service Delivery Models – Define criteria for when work should enter incubation, graduate to Core Support, move to a specialized team, or transition to an outsourced partner or AI‑powered tooling.
• Build Data‑Driven Recommendations – Gather customer impact, operational, and financial data; analyze trade‑offs; and present compelling cases to CX leadership.
• Own Transition Programs – Manage end‑to‑end transitions, including scoping, business case development, readiness assessment, migration, ramp, stabilization, and handoff to long‑term operations.
• Cross‑Functional Collaboration – Partner with Workforce Management, Enablement, QA, Support, and other stakeholders to create comprehensive transition plans that cover capacity, training, knowledge transfer, quality, tooling, and operational readiness.
• Measure Success & Continuous Improvement – Define success metrics before each transition, monitor outcomes, and iterate on frameworks to accelerate future decisions.
• Establish Governance & Frameworks – Create repeatable decision frameworks, readiness criteria, and stabilization guidelines that transform ambiguous questions into clear, actionable recommendations.
• Champion Change Management – Communicate complex decisions with clarity, align cross‑functional teams, and ensure smooth adoption of new support models.

Essential Qualifications

• 6+ years of experience in strategic program management, customer experience operations, service delivery, outsourcing, or a related field.
• Deep expertise in outsourced service delivery, with a proven track record of leading significant BPO transitions.
• Comprehensive understanding of BPO operational mechanics: workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization.
• Strong analytical and commercial mindset: comfortable working with operational and financial data, building business cases, and making data‑driven recommendations.
• Excellent judgment in ambiguous environments; ability to identify evidence, trade‑offs, and stakeholder perspectives needed to answer complex questions.
• Proven ability to influence without formal authority, aligning teams with diverse priorities around a shared outcome.
• Clear, concise communication skills, capable of translating complex decisions into actionable insights for senior leaders.
• High bar for outcomes: focus on whether transitions deliver expected results and willingness to revisit assumptions when data dictates.

Preferred Qualifications

• Experience designing or evolving multi‑tier customer support service delivery models.
• Hands‑on experience with BPO expansions, vendor launches, or team and site stand‑ups.
• Background in moving work between internal delivery models (e.g., incubation to Core Support).
• Knowledge of automation and AI‑assisted support, including evaluating economics, complexity, and placement.
• Experience with incubation or pilot operating models, determining readiness for graduation.
• Proficiency in SQL, Google Sheets, or business intelligence tools for performance evaluation and business case development.
• Experience in fintech, financial services, or regulated environments where risk and operational complexity shape delivery.

Skills & Competencies

• Strategic Thinking & Systems Perspective
• Program & Project Management Excellence
• Data Analysis & Business Case Development
• Stakeholder Management & Influence
• Change Management & Process Improvement
• Customer‑Centric Mindset
• Adaptability & Resilience in Fast‑Paced Environments
• Strong Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is as dynamic as our product roadmap. You will:

• Lead cross‑functional initiatives that shape the future of customer support across the organization.
• Collaborate with senior leaders in CX, Engineering, Product, and Finance to influence company‑wide strategy.
• Participate in leadership development programs, mentorship, and continuous learning workshops.
• Gain exposure to emerging technologies such as AI, machine learning, and advanced analytics.
• Build a portfolio of high‑impact projects that demonstrate your ability to drive transformation at scale.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and innovative environment. We value:

• Transparency: open communication and data‑driven decision making.
• Ownership: empowered teams that take responsibility for outcomes.
• Continuous Improvement: a culture of experimentation, learning, and iteration.
• Diversity & Belonging: a workplace where every voice is heard and respected.
• Work‑Life Balance: flexible schedules, remote options, and wellness initiatives.

Compensation & Benefits

Our total rewards package at brighthush includes competitive base salary, equity (stock options/RSUs), and a comprehensive benefits suite. While specific figures vary by location and experience, our ranges are regularly benchmarked against industry standards to ensure we remain highly competitive.

US Employees (Major Tech Hubs)

• Base Salary: $154,200 – $192,800 USD

US Employees (Other Locations)

• Base Salary: $138,800 – $173,500 USD

Canadian Employees (All Locations)

• Base Salary: $145,800 – $182,200 CAD

In addition to base salary, you will receive:

• Equity package aligned with company performance and individual contribution.
• Health, dental, and vision insurance.
• 401(k) matching (US) or RRSP matching (Canada).
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Wellness programs, including mental health resources and on‑site fitness options.

How to Apply

Ready to shape the future of customer support at brighthush? Submit your application through our careers portal or click the link below. We look forward to learning how your expertise can help us deliver world‑class support experiences.

Apply to this role at brighthush

Closing Statement

At brighthush, we are not just building a fintech platform; we are crafting the next generation of customer support that is intuitive, efficient, and deeply human. If you thrive on turning complex challenges into clear, actionable strategies and enjoy driving change from concept to execution, we invite you to join our team. Together, we will map out a support ecosystem that is as elegant and reliable as the best transit maps.