Senior Director, Global Customer Service & Experience – AI‑Driven Operational Excellence, Revenue Growth, and Customer Loyalty Champion at brighthush

About brighthush

brighthush stands at the forefront of the life sciences arena, blending decades of scientific heritage with a relentless drive for innovation. For over fifty years, we have redefined how diagnostics, biotechnology, and analytical solutions are conceived, manufactured, and delivered worldwide. Our mission is simple yet profound: empower researchers, clinicians, and scientists to unlock new discoveries and improve patient outcomes through precision, reliability, and measurable impact. From cutting‑edge instruments and reagents to digital platforms that streamline laboratory workflows, every product and service we offer is engineered for excellence and designed to accelerate scientific progress.

Why brighthush?

When you join brighthush, you become part of a global community that thrives on curiosity, collaboration, and a shared commitment to excellence. Our brighthush Business System equips teams with the tools, mindset, and culture to innovate at the speed of science, turning ideas into measurable results. We champion diversity, inclusion, and belonging, ensuring that every voice is heard and every perspective shapes our future. Whether you’re a seasoned leader or an emerging talent, you’ll find a workplace that rewards creativity, nurtures growth, and celebrates success.

Position Overview

The Senior Director, Global Customer Service & Experience will spearhead brighthush’s worldwide customer service organization, transforming service into a strategic advantage that fuels revenue growth and customer loyalty. You will own the end‑to‑end quote‑to‑book journey, customer inquiry and case management, service and sales administration, and contract administration across the entire contract lifecycle. Your leadership will directly influence how every dollar of revenue flows through our organization, ensuring seamless, friction‑free interactions for both internal and external stakeholders.

Key Responsibilities

• Build a world‑class global service organization. Partner with the SVP, Global Commercial Operations to design, launch, and continuously refine the global customer service operating model. Codify standard work, best practices, and reusable playbooks that elevate performance across all regions.
• Drive quote‑to‑book excellence. Own global operations covering customer inquiries, order management, quoting, booking support, service and sales administration, and contract administration. Ensure service levels and turnaround times enable Sales and Service to close deals without friction.
• Guarantee contract integrity. Oversee end‑to‑end contract execution, tracking key terms, entitlements, renewal dates, and obligations. Escalate to Legal only when truly necessary, maintaining rigorous compliance and risk mitigation.
• Eliminate revenue leakage. Identify missed price escalations, unbilled entitlements, and non‑compliant terms. Translate insights into corrective actions and growth opportunities.
• Elevate the customer experience. Own continuous improvement of all customer service touchpoints. Design and implement metrics such as CSAT, CES, and quote/order turnaround time, integrating them with enterprise journey mapping.
• Champion operational excellence. Apply the brighthush Business System—Gemba, standard work, daily management, visual management—to create accountability and sustain results. Lead Kaizen events and transformation initiatives that reduce complexity and boost productivity.
• Drive technology and AI adoption. Own the global customer service technology roadmap, including CPQ, ERP, and order‑management systems. Partner with IT, Digital, Data & Analytics, and the Global AI Deployment team to implement automation, AI‑enabled triage, self‑service, and analytics.
• Lead a high‑performing global team. Build, develop, and retain a diverse, inclusive team across multiple regions and cultures. Foster succession planning, capability building, and a culture of continuous improvement.
• Align cross‑functional stakeholders. Partner closely with Commercial, Service, Marketing, Finance, Legal, IT, and regional leadership to ensure alignment across the customer journey and support new product launches.
• Manage the global service budget. Drive productivity, cost efficiency, and deliver on committed savings while improving service performance.
• Advocate for customer‑centric innovation. Champion new service models, such as subscription‑based support, predictive maintenance, and proactive outreach, to enhance customer value and retention.
• Represent brighthush externally. Serve as a thought leader at industry conferences, webinars, and advisory panels, showcasing our commitment to customer success and operational excellence.

Performance & Business Outcomes

Your success will be measured against the following global metrics:

• Service level attainment and quote, order, contract turnaround time
• Order and quote accuracy, case resolution time
• Customer satisfaction (CSAT) and customer effort (CES)
• Productivity, cost performance, and delivery of committed savings
• Revenue leakage identified and recovered
• Associate engagement and retention
• Innovation adoption rate and impact on customer experience
• Compliance and risk mitigation metrics

Essential Qualifications

• Bachelor’s degree in business, operations, engineering, life sciences, finance, or a related analytical field.
• 12+ years of progressive leadership experience in customer service, customer operations, commercial operations, or service operations, including leading a multi‑region global organization.
• Proven track record of leading significant organizational change across multiple countries, consolidating regional teams into a global function, and delivering on timelines in partnership with HR and Legal.
• Experience executing transformation plans and continuously improving them through disciplined execution.
• Deep knowledge of transactional service operations: intake and triage design, queue and tier structure, service‑level construction, capacity planning, and daily management.
• Working knowledge of quote‑to‑book and order management processes, contract administration, and revenue recognition.
• Strong financial acumen: budgeting, forecasting, and cost‑control expertise.
• Exceptional communication and stakeholder management skills across all levels.
• Leadership that inspires high performance, accountability, and continuous improvement.
• Data‑driven decision making with a passion for operational excellence.
• Adaptability to a fast‑paced, global environment with cross‑cultural sensitivity.

Preferred Qualifications

• Advanced degree (MBA, MS, PhD) or equivalent professional certifications (Six Sigma, Lean, PMP).
• Experience in the life sciences, diagnostics, or biotechnology sectors.
• Proficiency in CPQ, ERP, and CRM platforms (e.g., Salesforce, SAP, Oracle).
• Demonstrated success in implementing AI or automation solutions to improve service efficiency.
• Strong analytical skills with the ability to translate data into actionable insights.
• Experience managing large, distributed teams and driving cultural change.
• Background in subscription‑based or SaaS service models.

Skills & Competencies

• Strategic thinking and execution with a focus on customer value.
• Exceptional communication and stakeholder management across all levels.
• Leadership that inspires high performance, accountability, and continuous improvement.
• Data‑driven decision making and a passion for operational excellence.
• Adaptability to a fast‑paced, global environment with cross‑cultural sensitivity.
• Financial acumen to manage budgets, forecast, and deliver cost efficiencies.
• Change management expertise and ability to influence at all levels.
• Customer‑centric mindset and a deep understanding of the life sciences market.
• Proficiency in project management tools and methodologies.
• Strong analytical and problem‑solving skills.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Executive coaching and leadership development programs.
• Cross‑functional rotational opportunities to broaden your skill set.
• Mentorship from senior leaders who have shaped the company’s global footprint.
• Continuous learning resources, including online courses, industry conferences, and internal knowledge hubs.
• Clear pathways to senior executive roles, including VP and C‑suite positions.
• Opportunities to lead global initiatives that shape the future of customer service in life sciences.

Work Environment & Company Culture

brighthush fosters a culture that blends scientific rigor with entrepreneurial spirit. Our teams collaborate across borders, share best practices, and celebrate wins together. We value:

• Innovation: Encouraging bold ideas that push the boundaries of science.
• Integrity: Upholding the highest standards of ethics and compliance.
• Inclusivity: Building a workplace where diverse perspectives thrive.
• Work‑life balance: Offering flexible schedules, remote work options, and wellness programs.
• Community: Engaging in outreach, volunteering, and sustainability initiatives.
• Continuous improvement: Embedding Kaizen, Gemba, and visual management into daily operations.
• Recognition: Celebrating individual and team achievements through awards and public acknowledgment.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to individual and company goals.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness stipends.
• Technology stipend for home‑office setup and remote work tools.
• Annual company retreats and team‑building events.

How to Apply

Ready to lead the next chapter of customer service excellence at brighthush? Submit your resume and a cover letter that highlights your experience in global operations, transformation, and customer experience. We look forward to exploring how your vision and expertise can help us continue to set the standard in life sciences.

Apply for this job

Closing

At brighthush, we believe that exceptional customer service is the cornerstone of scientific progress. As Senior Director, Global Customer Service & Experience, you will have the unique opportunity to shape how scientists, clinicians, and researchers interact with our products and support ecosystem. If you are a visionary leader who thrives on driving operational excellence, fostering innovation, and delivering measurable impact, we invite you to join our mission to accelerate discovery and save lives.