Senior Director of Customer Experience & Service Operations – Leading Omnichannel Innovation, Scalability, and Advocacy for a Global Health‑Tech Pioneer at brighthush

About brighthush – A Global Health‑Tech Trailblazer Empowering Wellness Everywhere

brighthush is more than a brand; it’s a worldwide movement that empowers individuals to take charge of their health and well‑being. With a vibrant team of over 750 passionate professionals, we blend data science, product innovation, and an unwavering customer obsession to deliver science‑backed, personalized solutions that are both effective and delightfully human. From cutting‑edge nutrition plans and advanced diagnostics to intuitive wellness tools, we’re redefining what it means to live a healthier, happier life.

Why Customer Experience is the Heartbeat of brighthush

In today’s hyper‑connected health‑tech landscape, the customer journey is the single most powerful lever for growth, retention, and brand advocacy. Every touchpoint—from the first click on our website to the post‑purchase support conversation—shapes how people perceive our mission and trust our products. As we scale, we need a visionary leader who can transform our Customer Service Department into a world‑class operation that not only meets but exceeds the expectations of millions of customers worldwide.

Exceptional customer experience is the foundation of sustainable success. It drives repeat business, fuels word‑of‑mouth referrals, and creates a moat that protects us from competitors. Your role will be pivotal in turning every interaction into a moment of delight, turning customers into lifelong advocates.

Position Overview

As the Senior Director of Customer Experience & Service Operations, you will be the strategic and operational steward of all customer‑facing touchpoints. You will lead a high‑performing team across phone, email, chat, social media, and self‑service channels, ensuring that every interaction reflects brighthush’s commitment to quality, empathy, and innovation. Your influence will extend beyond the department, partnering with Sales, Marketing, Supply Chain, Product, and Engineering to embed customer insights into every business decision.

In this role, you will set the vision, drive execution, and cultivate a culture of continuous improvement that keeps brighthush at the forefront of customer experience excellence.

Key Responsibilities

Strategic Leadership

• Vision & Roadmap – Craft a forward‑looking customer experience strategy that aligns with brighthush’s growth objectives and brand promise.
• Goal Translation – Convert high‑level objectives into actionable plans, KPIs, and cross‑functional initiatives that deliver measurable impact.
• Thought Leadership – Represent brighthush at industry conferences, webinars, and panels, positioning the company as a leader in customer experience innovation.
• Stakeholder Advocacy – Act as the voice of the customer in executive discussions and strategic planning sessions, ensuring that customer insights shape company direction.

Operational Excellence

• Channel Management – Oversee day‑to‑day operations across all channels, ensuring consistent service levels, efficient workflows, and scalable processes.
• Process Optimization – Implement best practices in workforce planning, capacity management, and quality assurance to keep pace with rapid growth.
• Technology Enablement – Champion the adoption of advanced tools such as Salesforce, AWS, FlipCX, Medallia, and EDI to drive data‑driven decision making.
• Performance Monitoring – Establish robust reporting frameworks that provide real‑time visibility into key metrics and enable proactive issue resolution.

Team Building & Development

• Talent Acquisition – Recruit, mentor, and retain top talent, building a diverse team that reflects the communities we serve.
• Culture & Engagement – Foster a culture of accountability, collaboration, and continuous improvement, with clear career development pathways.
• Performance Management – Provide coaching, performance reviews, and recognition programs that keep the team motivated and engaged.
• Learning & Growth – Design and deliver training programs that upskill team members in emerging customer experience trends and technologies.

Process & Technology Optimization

• Automation & AI – Lead initiatives to automate routine tasks, enhance self‑service options, and integrate AI‑powered chatbots and recommendation engines.
• Analytics & Insights – Drive the development of dashboards and reporting frameworks that translate customer data into actionable insights.
• Continuous Improvement – Champion a culture of experimentation, learning, and rapid iteration that keeps brighthush ahead of industry trends.
• Innovation Pipeline – Identify opportunities for process enhancements, cost reductions, and service innovation that elevate the customer experience.

Customer Advocacy

• Escalation Management – Own escalated issues, working closely with cross‑functional partners to resolve complex problems and prevent recurrence.
• Voice of the Customer – Translate customer feedback into actionable insights that inform product development, marketing, and operational strategies.
• Community Building – Foster a sense of community among our customers through forums, social media engagement, and loyalty programs.
• Customer Journey Mapping – Lead the creation and refinement of customer journey maps that highlight pain points and opportunities for delight.

Reporting & Analytics

• Performance Dashboards – Deliver regular performance reports, trend analyses, and strategic recommendations to senior leadership.
• Metric Leadership – Use metrics such as CSAT, NPS, first‑contact resolution, and average handle time to measure impact and identify improvement opportunities.
• Data Governance – Ensure data integrity, privacy compliance, and ethical use of customer data across all channels.
• Insight Sharing – Present findings to cross‑functional teams, translating data into clear, actionable business recommendations.

Stakeholder Collaboration

• Cross‑Functional Alignment – Partner with Supply Chain, Sales, Marketing, and Product teams to align on customer needs, promotional activities, and operational readiness.
• Executive Advocacy – Act as the voice of the customer in executive discussions and strategic planning sessions.
• Vendor Management – Manage relationships with third‑party service providers, ensuring they meet brighthush’s quality and service standards.
• Change Management – Lead change initiatives that improve service delivery while maintaining employee engagement and morale.

Innovation & Future Vision

At brighthush, we believe that the future of customer experience is built on continuous innovation. As Senior Director, you will spearhead the exploration and implementation of emerging technologies such as predictive analytics, conversational AI, and omnichannel orchestration platforms. You will collaborate with our data science and product teams to prototype new service models, test them in real‑world scenarios, and scale successful pilots across the organization. Your forward‑thinking mindset will ensure that brighthush remains a pioneer in delivering seamless, personalized interactions that anticipate customer needs before they arise.

Diversity, Equity, and Inclusion

We are committed to building a workforce that reflects the diverse communities we serve. As a leader, you will champion inclusive hiring practices, create safe spaces for open dialogue, and ensure that every team member feels valued and empowered to contribute. Your initiatives will foster a culture where diverse perspectives drive innovation and where every voice is heard.

Essential Qualifications

• College degree (Bachelor’s or higher) in Business, Operations, or a related field.
• 10+ years of progressive customer service experience, with at least 5 years in a senior leadership role within a fast‑growing, high‑volume organization.
• Demonstrated success managing multi‑channel support teams (phone, email, chat, social, self‑service).
• Proven ability to design and implement scalable processes, workforce plans, and performance management frameworks.
• Strong analytical mindset with experience using CRM and analytics platforms (Salesforce, AWS, FlipCX, Medallia, EDI).
• Excellent communication skills – able to articulate complex ideas to both technical and non‑technical audiences.
• Track record of building high‑performing teams, fostering a culture of accountability, and driving employee engagement.
• Experience in the DTC or consumables space is highly preferred, but not mandatory.

Preferred Qualifications

• Experience in B2B/Retail and Returns operations.
• Background in the health‑tech or wellness industry.
• Knowledge of regulatory compliance and quality assurance processes.
• Experience leading cross‑functional projects that span multiple business units.
• Advanced proficiency in data visualization tools (Tableau, Power BI).

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Agility & Process Optimization
• Data‑Driven Decision Making
• Team Building & Talent Development
• Customer‑Centric Mindset
• Stakeholder Management & Influence
• Change Management & Adaptability
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Leadership training workshops covering strategic planning, change management, and advanced analytics.
• Cross‑functional project assignments that broaden your skill set and expand your network.
• Annual conference sponsorships and industry event participation.
• Clear career pathways that can lead to executive roles in Customer Experience, Operations, or Product Management.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer value. You will thrive in an environment that:

• Encourages open dialogue and diverse perspectives.
• Values work‑life balance with flexible remote work options.
• Celebrates achievements through recognition programs and team celebrations.
• Promotes continuous learning through internal knowledge bases and external learning platforms.
• Supports wellness initiatives, including gym reimbursements and health‑tech product allowances.

Compensation & Benefits

While specific figures are tailored to experience and location, we offer a competitive total rewards package that includes:

• Base salary range: $120,000 – $140,000 per year.
• Performance‑based bonus structure aligned with departmental and company goals.
• Comprehensive health, dental, and vision insurance fully paid by brighthush.
• Short‑ and long‑term disability coverage.
• Life insurance and 401(k) plan with up to 4% employer match.
• Unlimited paid time off (PTO) for director level and above, plus paid holidays.
• Monthly allowance of brighthush wellness products.
• Gym membership reimbursement and wellness stipend.
• Professional development budget and tuition reimbursement.
• Regular team‑building retreats and virtual social events.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that is reshaping the health‑tech landscape. Your leadership will directly influence how millions of customers experience our brand, ensuring that every interaction is meaningful, efficient, and memorable. You will work alongside passionate innovators, data scientists, and product experts, all united by a shared commitment to science, quality, and customer empowerment.

If you are a strategic thinker with a proven track record of building high‑performing customer service teams, and you thrive in a fast‑paced, data‑driven environment, we want to hear from you. Join us in creating a healthier future—one customer at a time.

Apply Today

Ready to make a lasting impact? Submit your application through our careers portal and become a key driver of customer excellence at brighthush.