Senior Director of Customer Experience & CX Strategy – Operations, Growth Leadership, and Client Success for a Fast‑Growing Beauty & Wellness Partner at brighthush

About brighthush

brighthush is a trailblazing operations, supply chain, and customer service partner that empowers emerging and scaling beauty and wellness brands to thrive. Acting as an invisible extension of our clients’ internal teams, we deliver hands‑on execution and strategic oversight that keeps their businesses running smoothly as they grow. Our Customer Experience (CX) division sits at the heart of this mission, building scalable, thoughtful CX foundations from pre‑launch to established programs. We blend execution with strategy, helping brands create memorable, data‑driven customer journeys that drive loyalty, retention, and revenue.

With a focus on innovation, agility, and a culture of continuous improvement, brighthush is rapidly expanding its client portfolio and building a best‑in‑class CX offering. We’re looking for a visionary leader who can grow our CX function, shape client relationships, and drive new business while staying deeply involved in day‑to‑day execution.

Role Overview

As the Senior Director of Customer Experience, you will be the chief architect of brighthush’s CX strategy and operations. You will lead a high‑performing team, manage a diverse portfolio of beauty and wellness clients, and partner with senior leadership to grow the CX business. This hybrid role balances strategic leadership with hands‑on execution—expect to pitch new clients, design CX workflows, coach team members, and jump into the ticket queue when volume spikes.

Key Responsibilities

• CX Leadership & Strategy – Own the overall performance, quality, and development of brighthush’s CX department. Serve as the senior CX advisor across the client portfolio, providing strategic recommendations based on customer feedback, ticket trends, industry best practices, and brand needs.
• Client CX Operations – Assess each client’s CX operations and develop recommendations around policies, workflows, systems, staffing, and customer experience strategy. Translate CX data and customer feedback into actionable insights that drive measurable improvements.
• Policy & Process Development – Design, implement, and refine CX policies, SOPs, macros, workflows, automations, escalation paths, and service standards. Ensure consistency and scalability across all brands.
• Pre‑Launch CX Setup – Lead pre‑launch CX strategy for new brands, including CRM configuration, policy drafting, workflow design, macro creation, reporting setup, and escalation procedures.
• Technology & Innovation – Stay current on CX technology, tools, platforms, and industry best practices. Identify opportunities to strengthen brighthush’s CX offering and recommend new solutions.
• Performance Monitoring – Track department and client KPIs such as ticket volume, response and resolution times, CSAT, contact drivers, and other relevant metrics. Use data to inform continuous improvement initiatives.
• Client Management – Own senior‑level relationships across the CX client portfolio. Serve as the escalation point, ensuring consistent service quality, communication, and performance. Lead strategy conversations and proactively identify opportunities to enhance the customer experience.
• Cross‑Functional Collaboration – Partner closely with brighthush’s Operations team to resolve fulfillment, shipping, inventory, and other operational issues that impact customers. Support client onboarding and ensure new accounts are set up for successful execution.
• Team Leadership & Execution – Manage, develop, and mentor CX Managers, Associates, and fractional team members. Own capacity planning, workload allocation, coverage, and hiring recommendations. Establish QA standards and ensure consistent execution across brands and team members.
• Scalable Team Structure – Build a scalable team structure that creates appropriate coverage and reduces dependency on any single team member. Maintain a “no task is too big or too small” mindset and remain hands‑on with day‑to‑day responsibilities, including ticket management, escalations, and client execution.
• Business Development & Growth – Partner with senior leadership to develop and execute the growth strategy for the CX business. Own and support new CX business development, including prospect conversations, discovery calls, pitches, proposals, and follow‑up.

Essential Qualifications

• 6+ years of progressive experience in customer experience or customer support, preferably within DTC, e‑commerce, beauty, wellness, or high‑growth startups.
• 2+ years of people‑management experience with a proven track record of developing and leading CX teams.
• Hands‑on experience with leading customer support platforms and a deep working knowledge of e‑commerce ecosystems.
• Proficiency with payment processing platforms such as online payment gateways, installment plans, and digital wallets.
• Experience with customer review and feedback platforms that capture sentiment and enable actionable insights.
• Strong understanding of CX policies and best practices; demonstrated experience developing CX strategies.
• Solid grasp of e‑commerce fulfillment, third‑party logistics, shipping workflows, and carrier issues.
• Ability to analyze CX data and translate trends into clear, actionable recommendations.
• Excellent written and verbal communication skills, with a strong client‑facing presence.
• Commercial judgment and the ability to identify opportunities for client retention, expansion, and new business.
• Experience managing multiple brands, clients, or workstreams simultaneously.
• Proficiency in Excel and Google Sheets; comfort using data to inform decisions.
• Highly organized, proactive, resourceful, and comfortable operating with significant autonomy.
• Comfortable working in a fast‑moving environment where priorities and responsibilities evolve as the business grows.

Preferred Qualifications

• Experience independently leading CX for a brand, agency, business unit, or portfolio of clients.
• Background in the beauty or wellness industry, with a deep understanding of consumer expectations and brand positioning.
• Experience with advanced CX analytics platforms and the ability to build dashboards that drive decision‑making.
• Knowledge of emerging CX technologies such as AI‑powered chatbots, omnichannel routing, and predictive analytics.
• Track record of scaling CX teams from small to mid‑size while maintaining high service quality.

Skills & Competencies

• Strategic Vision – Ability to translate business goals into CX strategies that deliver measurable impact.
• Operational Excellence – Proven track record of designing and optimizing processes, workflows, and systems.
• Leadership & Coaching – Strong people‑management skills with a focus on mentorship, development, and high‑performance culture.
• Data‑Driven Decision Making – Comfortable turning data into insights and actionable plans.
• Client Relationship Management – Skilled at building trust, managing expectations, and driving client success.
• Adaptability & Resilience – Thrive in a dynamic environment with shifting priorities.
• Communication & Influence – Excellent written and verbal communication; able to influence stakeholders at all levels.
• Entrepreneurial Mindset – Passion for growth, innovation, and taking ownership of outcomes.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Director of Customer Experience, you will:

• Lead the expansion of a high‑growth CX division, shaping the future of our service offerings.
• Collaborate with senior leadership on strategic initiatives that influence the entire organization.
• Mentor and develop a diverse team of CX professionals, building a culture of continuous learning.
• Participate in industry conferences, workshops, and training programs to stay ahead of CX trends.
• Own a portfolio of high‑profile beauty and wellness brands, gaining exposure to diverse market segments.
• Drive innovation projects that can lead to new product or service launches within brighthush.

Work Environment & Culture

brighthush is a fully remote, high‑energy organization that values flexibility, collaboration, and transparency. Our culture is built on:

• Remote‑First Flexibility – Work from anywhere while staying connected through daily stand‑ups, weekly syncs, and virtual team events.
• Data‑Driven Decision Making – We rely on metrics, dashboards, and evidence to guide our strategies.
• Continuous Improvement – Every team member is encouraged to propose ideas, experiment, and iterate.
• Inclusive & Diverse – We celebrate diverse perspectives and foster an environment where everyone feels heard.
• Work‑Life Balance – While we expect dedication during core hours, we respect personal time and encourage healthy boundaries.
• Community & Impact – Our clients are shaping the future of beauty and wellness; you’ll be part of a mission that matters.

Compensation, Perks & Benefits

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

• Base salary commensurate with experience and industry benchmarks.
• Performance‑based bonuses tied to team and client success metrics.
• Equity or profit‑sharing options to align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Annual team retreats and virtual social events to strengthen camaraderie.
• Modern, fully‑equipped home office stipend to support remote work.

How to Apply

Ready to lead the next chapter of CX excellence at brighthush? Send your application to [email protected] with the subject line “Job Application – Senior Director of Customer Experience.” In the body of the email, include a brief introduction that highlights why you’re excited about this role and attach your resume. We review applications on a rolling basis and will reach out to qualified candidates for next steps.

Closing Statement

As Senior Director of Customer Experience, you will be the catalyst that transforms how beauty and wellness brands connect with their customers. If you are a strategic thinker, a hands‑on leader, and a CX enthusiast ready to make a tangible impact, we want to hear from you. Join brighthush and help us build the future of customer experience—one brand, one conversation, and one delighted customer at a time.