Senior Director, Customer Experience & Service Operations – Remote (US) – Championing Customer Success, Operational Excellence, and Innovation at brighthush

Welcome to brighthush – Where Customer Delight Meets Innovation

At brighthush, we’re more than a technology provider; we’re a movement that empowers businesses worldwide to deliver seamless, data‑driven customer experiences. Our portfolio spans cloud‑based SaaS solutions, AI‑enhanced analytics, and industry‑specific professional services, all designed to help partners transform the way they engage, support, and delight their customers. Our mission is simple yet powerful: to make every customer interaction brighter, smarter, and more meaningful.

Operating in a fast‑paced, ever‑evolving market, brighthush thrives on innovation, collaboration, and a relentless focus on customer success. As a remote‑first organization, we value diversity, creativity, and continuous learning. If you’re passionate about building high‑performing teams, driving operational excellence, and shaping the future of customer service, you’ll find a home here.

Why This Role Matters

As the Senior Director of Customer Experience & Service Operations, you will be the strategic leader who turns customer insights into action. You will shape the voice of the customer across the organization, ensuring that every touchpoint delivers delight, efficiency, and measurable impact. Your leadership will directly influence revenue growth, brand loyalty, and the overall success of our customers.

Key Responsibilities

• Strategic Leadership: Design and execute a comprehensive customer experience strategy that aligns with brighthush’s business objectives and growth plans. Translate market research and customer feedback into actionable roadmaps that guide product, marketing, and support initiatives.
• Operational Excellence: Oversee day‑to‑day service operations, ensuring that all customer inquiries are handled with speed, accuracy, and professionalism. Implement scalable processes that support rapid growth while maintaining high service standards.
• Performance Management: Define, track, and report on critical KPIs such as response time, first‑contact resolution, CSAT, NPS, and ticket volume trends. Use data to identify improvement opportunities and to benchmark against industry leaders.
• Escalation & Issue Resolution: Lead the resolution of high‑impact escalations, turning challenges into opportunities for improvement. Develop a structured escalation framework that empowers frontline teams while protecting the brand.
• Process & System Optimization: Identify bottlenecks, automate workflows, and implement best‑practice processes that elevate service quality and reduce costs. Champion the adoption of new technologies such as AI‑driven chatbots, predictive routing, and self‑service portals.
• Team Development: Recruit, coach, and mentor a distributed team of customer service managers and agents, fostering a culture of continuous learning and high performance. Design career ladders, succession plans, and recognition programs that retain top talent.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Marketing to embed customer insights into product roadmaps, go‑to‑market strategies, and support initiatives. Serve as the customer advocate in executive meetings and strategy sessions.
• Budget Stewardship: Manage the service operations budget, ensuring optimal allocation of resources while driving ROI. Negotiate vendor contracts, evaluate cost‑saving opportunities, and forecast future spend.
• Reporting & Analytics: Build dashboards and reporting frameworks that provide actionable insights to executive leadership. Translate complex data into clear narratives that inform decision‑making.
• Continuous Improvement: Champion a culture of experimentation, data‑driven decision making, and relentless pursuit of service excellence. Lead initiatives such as Kaizen events, Six Sigma projects, and customer journey mapping workshops.

Essential Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field (or equivalent professional experience).
• Minimum of 8 years of progressive experience in customer service, support, or operations roles.
• At least 3 years of proven leadership experience managing customer‑facing teams.
• Deep understanding of service quality frameworks, performance metrics, and customer relationship management.
• Exceptional communication, problem‑solving, and organizational skills.
• Hands‑on experience with CRM platforms, ticketing systems, and service reporting tools.
• Demonstrated ability to manage multiple priorities in a remote, distributed environment.

Preferred Qualifications

• Experience in technology, SaaS, professional services, or a customer‑centric industry.
• Proficiency with brighthush platforms or similar customer experience ecosystems.
• Track record of improving customer satisfaction, service efficiency, and resolution processes.
• Experience leading remote or geographically distributed teams.
• Knowledge of AI/ML tools for customer service automation and predictive analytics.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Process Design & Continuous Improvement
• Change Management & Agile Methodologies
• Stakeholder Management & Cross‑Functional Collaboration
• Talent Acquisition, Coaching, and Succession Planning
• Financial Acumen & Budget Management
• Customer‑Centric Mindset & Empathy
• Technology Savvy & Digital Fluency
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our industry. As Senior Director, you will:

• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Mentor the next generation of customer experience leaders.
• Participate in executive‑level strategy sessions and board presentations.
• Access a robust learning ecosystem, including leadership development programs, industry conferences, and certifications.
• Benefit from a culture that rewards innovation, experimentation, and bold ideas.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and collaboration. You will enjoy:

• Flexible work hours that respect work‑life balance.
• A fully equipped home office stipend.
• Regular virtual team gatherings, hackathons, and wellness sessions.
• A culture that celebrates diversity, inclusion, and belonging.
• Access to cutting‑edge tools and technologies that empower you to do your best work.

Compensation & Benefits

We offer a competitive total rewards package that reflects your experience, expertise, and the value you bring to brighthush. While specific figures vary by role and location, you can expect:

• Base salary commensurate with market rates.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision coverage.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Wellness stipend, mental health resources, and employee assistance program.
• Annual company retreats and team‑building events.

How to Apply

If you are a visionary leader who thrives on turning customer insights into measurable business outcomes, we want to hear from you. Please submit a resume that highlights:

• Your leadership experience in customer service or operations.
• Specific initiatives that improved service quality, efficiency, or customer satisfaction.
• Quantifiable results—such as CSAT score increases, resolution time reductions, or cost savings.
• Examples of cross‑functional collaboration and strategic impact.

Send your application to [email protected] with the subject line “Senior Director of Customer Experience – Remote.” We look forward to exploring how you can help us illuminate the path to exceptional customer success.