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

About brighthush

brighthush is not just a company; it’s a movement that is redefining the way pet parents access veterinary care. By harnessing cutting‑edge technology and a deep‑rooted passion for animal welfare, we bring licensed veterinarians directly into the homes of pet owners across the United States. For less than $100 a year, families can schedule virtual visits, receive prescriptions, and have medications shipped straight to their doorstep—all while enjoying the same level of personalized care they would expect in a traditional clinic.

Our platform is the only veterinary telemedicine service that can diagnose, prescribe, and ship medications in most states, breaking down geographic and financial barriers that have long limited access to quality care. The result? A healthier, happier pet population and a more connected, informed community of pet parents.

Backed by world‑class investors and built by founders who have led high‑growth startups, brighthush thrives on a culture of compassion, innovation, and relentless focus on the pet’s well‑being. We have been featured in leading media outlets and are celebrated for setting new standards in quality, accessibility, and empathy in pet care.

Why This Role Matters

As the Senior Director of Customer Experience & Member Journey, you will be the architect of every interaction that a pet parent has with brighthush—from the first click on our website to the ongoing relationship that spans years of pet care. Your vision will shape how we communicate, support, and delight our members, turning each touchpoint into a memorable experience that reinforces trust, loyalty, and advocacy.

In a fast‑moving industry where the stakes are high and the margin for error is low, your leadership will be pivotal in ensuring that customer experience is not just a support function but a strategic differentiator that fuels growth, retention, and brand equity.

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 You’ll Own

• NPS (Net Promoter Score)
• CSAT (Customer Satisfaction)
• Response Times across all channels
• SLA adherence on email, chat, live phone, and SMS
• Review Site Ratings (Google, Trustpilot, etc.)
• Refund Rate and Cancellation Trends
• Member Retention and Churn Analysis

Essential Qualifications

• 8+ years of customer experience or customer operations experience, including at least 3 years in a senior 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.

We also encourage lateral movement across product, engineering, and growth teams, giving you a holistic view of the business and the chance to apply your CX expertise in new contexts.

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 and paid holidays
• Mental Well‑Being Resources and Employee Assistance Program
• Retirement Savings Plan with company match
• Professional development stipend and conference travel support
• Employee stock purchase plan and equity opportunities
• Wellness perks: gym membership discounts, pet‑friendly office spaces, and more

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.