Senior Customer Support Service Delivery Program Manager – Driving Strategic Transformation & Operational Excellence at brighthush

About brighthush

brighthush is a forward‑thinking fintech pioneer that blends cutting‑edge technology with a customer‑first mindset to deliver seamless banking experiences worldwide. Our mission is to empower people to manage their finances with confidence, using data‑driven insights, AI‑enhanced tools, and a globally distributed support network. As we scale, we’re building a culture that values curiosity, collaboration, and continuous improvement. If you thrive in a fast‑paced, high‑impact environment and want to shape the future of customer experience, brighthush is the place for you.

Why This Role Matters

Customer experience (CX) is the heartbeat of any fintech. At brighthush, we’re expanding our support ecosystem to keep pace with new products, regulatory changes, and a growing global user base. The Senior Customer Support Service Delivery Program Manager will be the catalyst that transforms how we deliver support, ensuring that every interaction is efficient, scalable, and customer‑centric. You’ll own the end‑to‑end journey of moving work between incubation, core support, specialized teams, outsourced partners, and AI‑powered solutions—without compromising the quality of service our customers expect.

Key Responsibilities

• Lead High‑Impact Transformation Programs – Design and execute programs that evolve our CX delivery model, starting with a deep dive into our BPO partnership for the first 9–12 months.
• Build Data‑Driven Business Cases – Identify opportunities to shift work to new delivery models, quantify customer, operational, and financial impacts, and craft compelling recommendations for senior leadership.
• Define Transition Criteria – Develop clear, measurable criteria for when a workflow should enter incubation, graduate to core support, or move to an outsourced partner or AI platform.
• Champion AI & Automation Opportunities – Evaluate how AI tools can augment or replace support tasks, partnering with engineering and product teams to build evidence‑based proposals.
• Own Program Execution – From scoping and business case approval to readiness, migration, ramp, stabilization, and handoff, you’ll manage the full lifecycle of each transition.
• Cross‑Functional Collaboration – Work closely with Workforce Management, Enablement, QA, Support, and other stakeholders to align capacity, training, knowledge transfer, tooling, and quality metrics.
• Measure Success & Continuous Improvement – Define success metrics before each transition, monitor outcomes, and iterate on frameworks to accelerate future decisions.
• Build Repeatable Decision Frameworks – Create templates, dashboards, and playbooks that standardize how we evaluate and execute service delivery changes.
• Drive Change Management – Communicate complex decisions clearly to diverse audiences, ensuring alignment and buy‑in across the organization.

Essential Qualifications

• 6+ years of experience in strategic program management, CX operations, service delivery, or a related field.
• Proven track record of leading large‑scale BPO transitions, including workforce planning, forecasting, training, knowledge transfer, quality management, ramp planning, and stabilization.
• Strong analytical mindset with the ability to build robust business cases using operational and financial data.
• Systems thinking: ability to see beyond individual teams and understand the broader delivery ecosystem.
• Excellent stakeholder management skills—capable of influencing without formal authority.
• Exceptional communication: translate complex data and trade‑offs into clear, actionable recommendations.
• High bar for outcomes: focus on measurable results rather than mere completion.

Preferred (Nice‑to‑Have) Experience

• Designing or evolving multi‑tier customer support models.
• Leading BPO expansions, vendor launches, or site stand‑ups.
• Moving work between internal delivery models (incubation to core, specialized to scaled).
• Evaluating AI‑assisted support economics and placement.
• Experience with incubation or pilot operating models.
• Proficiency with SQL, Google Sheets, or business intelligence tools.
• Background in fintech, financial services, or regulated environments.

What We Offer

Competitive Compensation & Benefits

At brighthush, we believe in rewarding excellence. Your total rewards package will include a competitive base salary, equity options, and a comprehensive benefits suite. While specific figures vary by location and role, we regularly benchmark against industry leaders to ensure our offers are attractive and fair.

Career Growth & Learning

We’re committed to your professional development. You’ll have access to:

• Mentorship from senior leaders across product, engineering, and operations.
• Learning pathways in AI, data analytics, and advanced program management.
• Opportunities to lead cross‑functional initiatives and shape company‑wide strategy.
• Internal mobility programs that let you explore new roles and domains.

Work Environment & Culture

brighthush thrives on collaboration, transparency, and a relentless focus on customer outcomes. Our culture is built on:

• Inclusive decision‑making: every voice matters.
• Agile mindsets: we iterate fast and learn quickly.
• Data‑driven insights: decisions are backed by evidence.
• Work‑life balance: flexible schedules, remote options, and generous time‑off.
• Community impact: we support initiatives that give back to the communities we serve.

How to Apply

If you’re ready to lead transformative change in a dynamic fintech environment, we’d love to hear from you. Submit your application through our careers portal and join a team that’s redefining customer support for the future.