Senior Director of Customer Experience & Member Journey – Veterinary Telehealth Innovation at brighthush

About brighthush

brighthush is redefining veterinary care by bringing expert treatment to pet parents wherever they are. Our mission is simple yet powerful: help every pet live its happiest, healthiest life by connecting families with licensed veterinarians through seamless virtual visits. For less than $100 per year, brighthush offers real relief and convenience for pets and their families, making high‑quality veterinary care accessible to everyone.

We’re the only veterinary telemedicine service that can diagnose, prescribe, and ship medications directly to customers in most states. Our platform is built on a foundation of compassion, technology, and a relentless focus on the pet’s well‑being. As one customer put it: “brighthush was the only site that would diagnose and prescribe meds as well as ship the meds.”

brighthush is backed by world‑class investors and built by a team of seasoned founders from high‑growth startups. Our culture is shaped by the same principles that drove the success of companies like brighthush, brighthush, and brighthush, and we’ve been featured in leading media outlets such as brighthush, brighthush, brighthush, and brighthush. We’re setting the standard for quality, accessibility, and compassion in pet care.

The Role

We’re looking for a Senior Director of Customer Experience & Member Journey to own the full member journey—from the moment someone signs up to the ongoing relationship we build with them over years of pet care. This senior leadership role sits at the intersection of operations, product, and brand: you’ll shape how brighthush members feel at every touchpoint, build and scale the team that makes it happen, and advocate relentlessly for the customer inside the organization.

You will report directly to the VP of Operations and work closely with Clinical, Product, Engineering, Marketing, and Finance to ensure our customer experience is not just a support function—it’s a competitive advantage.

Key Responsibilities

• Member Experience Strategy – Define what a world‑class brighthush experience looks like across every channel: messaging, email, live support, prescription delivery, and everything in between. Set the vision, build the roadmap, and hold the bar.
• Support Operations Leadership – Lead and grow the CX team, including team leads, support specialists, and CX ops. Own hiring, onboarding, performance management, and team culture. Build systems that scale without sacrificing the warmth and responsiveness that make brighthush different.
• Voice of the Customer – Own NPS, CSAT, and member retention metrics. Build the listening infrastructure—surveys, tagging, trend analysis—that turns member feedback into actionable product and operational insights. Ensure leadership hears what members are actually experiencing.
• Cross‑Functional Advocacy – Partner with Product and Engineering to surface and prioritize member pain points. Partner with Clinical to ensure the handoff between vet care and member support is seamless. Partner with Growth to understand what brings members in and what keeps them.
• Tooling & Process Optimization – Evaluate, own, and improve the tech stack that powers CX—help desk software, CRM, automation, AI‑assisted workflows. Build for efficiency without losing the human touch that pet parents need when they’re worried about their animals.
• Quality & Compliance – Ensure support interactions meet brighthush’s quality standards, and that the team operates within relevant regulatory guidelines for a telehealth environment.

Core Metrics

• NPS
• CSAT
• Response Times
• SLA adherence on all channels (email, chat, live phones, SMS)
• Review Site Ratings
• Refund Rate
• Cancellations & Retention

Essential Qualifications

• 8+ years of customer experience or customer operations experience, including at least 3 years in a leadership role.
• Proven track record of building and scaling CX teams at a DTC, health, or subscription company—ideally in an environment where the stakes were high and the margin for error was low.
• Strong analytical mindset: use data to diagnose problems, prioritize work, and make the case for investment.
• Excellent communication skills—able to present to executives and dive into the weeds with your team on a thorny support issue.
• Deep empathy for pet parents and a genuine passion for animals.
• Experience owning CSAT, NPS, and related metrics as a business driver—not just a reporting exercise.
• Strong people leadership: hire well, develop your team, and build a culture people want to be part of.
• Experience working in a cross‑functional environment where CX influences everything.
• Familiarity with modern CX tooling (Zendesk, Intercom, Kustomer, Gorgias, Gladly) and a strong opinion about how AI and automation should (and shouldn’t) be used in member support.
• Comfort in a fast‑moving, high‑accountability startup environment.

Preferred Qualifications

• Experience in the veterinary or broader health telemedicine space.
• Background in building customer‑centric cultures in high‑growth companies.
• Knowledge of regulatory compliance in telehealth and prescription delivery.
• Experience with AI‑driven support solutions and workflow automation.

Skills & Competencies

• Strategic thinking with a data‑driven approach.
• Exceptional stakeholder management and cross‑functional collaboration.
• Leadership that inspires, mentors, and drives high performance.
• Customer‑first mindset that turns pain points into opportunities.
• Adaptability to thrive in a dynamic, fast‑paced environment.
• Strong project management and execution skills.

Career Growth & Learning Opportunities

At brighthush, you’ll have the chance to shape the future of veterinary telehealth. We invest heavily in professional development—whether that’s leadership training, industry conferences, or internal knowledge‑sharing sessions. As we scale, you’ll move into broader strategic roles, potentially overseeing global CX or leading cross‑functional initiatives that impact the entire organization.

Work Environment & Culture

Our culture is built on four guiding principles:

• Pets First – Every decision is guided by the pet’s best interest. We never compromise on pet health.
• Agile Like a Cat – We act swiftly while maintaining quality and accuracy. We’re comfortable turning on a dime and executing without perfection getting in the way.
• Creativity is Our Catnip – We encourage creative problem‑solving to push boundaries and simplify complex challenges.
• Be the Human Your Dog Thinks You Are – Kindness, care for colleagues, and empowering others are core to our interactions.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or any other protected status. Accommodations are available on request for candidates participating in all aspects of the selection process.

Compensation & Benefits

• Competitive salary range: $150,000 – $180,000
• Health, Dental, and Vision Insurance
• Life and Disability Insurance
• Flexible PTO
• Mental Well‑Being Options
• Robust Holiday Schedule
• Retirement Savings Plan
• Growth Opportunities

How to Apply

Ready to make a difference in the lives of pets and their families? Click the link below to apply and join the brighthush team. We look forward to hearing how you can help us elevate the customer experience to new heights.