Senior Director, Global Customer Service & Experience – USA Remote – Championing Customer Success & Operational Excellence at brighthush

About brighthush

At brighthush, we are redefining the future of life sciences, diagnostics, and biotechnology. Our mission is simple yet powerful: to empower scientists, clinicians, and researchers worldwide with the most reliable, innovative analytical solutions that save lives and accelerate discovery. With a legacy spanning more than five decades, brighthush has become a trusted partner for life‑science experts, delivering groundbreaking technology, unparalleled support, and a culture of continuous improvement that drives tangible impact.

Why brighthush?

When you join brighthush, you become part of a global community that values curiosity, collaboration, and the relentless pursuit of excellence. Our brighthush Business System empowers teams to innovate at the speed of science, turning ideas into measurable outcomes. We champion diversity, inclusion, and belonging—ensuring every voice is heard and every perspective shapes our future.

Position Overview

The Senior Director, Global Customer Service & Experience will lead brighthush’s worldwide customer service organization, turning service into a strategic advantage. 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.

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

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 Apply for this job