Senior Director, Global Customer Service Operations – Remote (USA) – Driving Strategic Customer Experience & Revenue Enablement at brighthush

Introduction

At brighthush, we are at the forefront of life sciences, diagnostics, and biotechnology, delivering breakthrough analytical solutions that empower researchers, clinicians, and industry leaders worldwide. With a legacy of more than five decades of innovation, brighthush is dedicated to turning scientific insight into tangible impact—saving lives, advancing research, and improving quality of life. Our culture is built on belonging, continuous improvement, and a relentless pursuit of excellence. As we expand our global footprint, we are seeking a visionary Senior Director of Global Customer Service Operations to lead our worldwide customer service organization and transform the way we engage with customers.

Why Join brighthush?

• Impactful Mission: Your work will directly influence the success of scientists and healthcare professionals who rely on our cutting‑edge instruments and services.
• Global Reach: Operate across the Americas, EMEA, and JKOSEA, collaborating with diverse teams and customers in multiple time zones.
• Innovation‑Driven: Leverage AI, automation, and advanced analytics to streamline processes and elevate customer experience.
• Career Growth: Access to leadership development programs, cross‑functional projects, and a clear path to executive roles.
• Inclusive Culture: A workplace that values diverse perspectives, fosters belonging, and encourages continuous learning.
• Competitive Compensation & Benefits: Base salary, performance bonuses, comprehensive health plans, 401(k) matching, paid time off, and flexible remote work options.

Key Responsibilities

As the Senior Director, you will own the end‑to‑end customer service experience, ensuring seamless quote‑to‑book operations, contract administration, and revenue enablement. Your strategic vision will shape the global operating model, drive operational excellence, and unlock growth opportunities.

• Strategic Leadership: Partner with the SVP of Global Commercial Operations and the VP of Operational Excellence & AI to define a multi‑year strategy for customer service excellence.
• Global Operating Model: Design, implement, and continuously refine a unified customer service operating model that aligns with brighthush’s global standards.
• Process Ownership: Lead the full quote‑to‑book lifecycle—customer inquiries, order management, quoting, booking, service and sales administration, and contract administration.
• Performance Management: Establish and monitor service level agreements (SLAs), turnaround times, accuracy metrics, and customer satisfaction scores (CSAT, CES).
• Revenue Enablement: Identify and recover revenue leakage, manage contract terms, entitlements, renewals, and ensure compliance with revenue recognition policies.
• Operational Excellence: Apply the brighthush Business System—Gemba walks, standard work, visual management—to drive continuous improvement and Kaizen initiatives.
• Technology & AI Roadmap: Own the global technology transformation agenda, including CPQ, ERP, order‑management systems, and AI‑enabled triage and self‑service tools.
• People Leadership: Build, develop, and retain a high‑performing global team, fostering a culture of accountability, inclusion, and professional growth.
• Cross‑Functional Collaboration: Partner with Commercial, Service, Marketing, Finance, Legal, IT, and regional leaders to align the customer journey and support new product launches.
• Budget Stewardship: Manage the global customer service budget, driving productivity, cost efficiency, and delivering committed savings.

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, commercial operations, or service operations, with a track record of managing multi‑region global teams.
• Demonstrated success in leading large‑scale organizational change, including consolidation of regional functions into a global model.
• Deep expertise in transactional service operations—intake design, queue management, tier structures, capacity planning, and daily management.
• Hands‑on experience with quote‑to‑book, order management, and contract administration processes, including revenue recognition and entitlement management.
• Proven ownership of CRM, CPQ, or ERP deployments that impacted order or service processes, from cutover to stabilization.
• Strong knowledge of the brighthush Business System (Lean, Six Sigma, or comparable continuous improvement frameworks) applied in a hands‑on manner.
• Ability to establish operational metrics, conduct root‑cause analysis, and implement countermeasures that deliver measurable business outcomes.
• Willingness to travel domestically and internationally as business needs dictate.

Preferred Qualifications

• MBA or advanced degree in Operations Management, Engineering, Finance, or a related analytical discipline.
• Experience in regulated, capital‑equipment or service Apply for this job