Senior Director of Customer Experience & Service Operations – Remote, United States – brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven organization that thrives on delivering exceptional value to its customers. With a global footprint and a culture rooted in innovation, collaboration, and continuous improvement, we empower our teams to create meaningful experiences that keep customers coming back. As a remote‑first company, we celebrate flexibility, diversity, and the power of a distributed workforce to bring the best ideas to life.

Why This Role Matters

Customer experience is the heartbeat of any successful business. The Senior Director of Customer Experience & Service Operations will shape the way brighthush interacts with its customers, turning every touchpoint into an opportunity for delight. By leading a high‑performing service organization, you will directly influence customer satisfaction scores, retention rates, and ultimately, the company’s growth trajectory.

Key Responsibilities

• Strategic Leadership: Define and execute a customer‑centric strategy that aligns with brighthush’s vision and business objectives.
• Operational Excellence: Oversee day‑to‑day service operations, ensuring efficient workflows, consistent quality, and rapid issue resolution.
• Team Development: Mentor, coach, and inspire a distributed team of managers, supervisors, and frontline agents to exceed performance goals.
• Performance Management: Establish, monitor, and refine KPIs such as CSAT, NPS, first‑contact resolution, average handle time, and churn.
• Process Innovation: Identify bottlenecks, streamline processes, and implement best practices that reduce response times and improve service quality.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, Product, and Operations to address recurring issues, launch new initiatives, and align service standards.
• Technology Stewardship: Lead the adoption and optimization of CRM platforms, knowledge bases, and workforce management tools to enhance agent productivity.
• Quality Assurance: Design and enforce QA programs that maintain professionalism, compliance, and brand consistency across all channels.
• Budget & Resource Planning: Manage departmental budgets, forecast staffing needs, and allocate resources to meet service level agreements.
• Reporting & Insights: Deliver actionable reports to senior leadership, translating data into strategic recommendations.

Essential Qualifications

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Minimum 5 years of progressive experience in customer service leadership, with a proven track record of improving service metrics.
• Deep understanding of customer service metrics, quality assurance frameworks, and retention strategies.
• Hands‑on experience with CRM systems (e.g., Salesforce, Zendesk), reporting tools, and workforce management solutions.
• Exceptional communication, interpersonal, and problem‑solving skills.
• Strong analytical mindset with the ability to interpret data and drive actionable improvements.
• Demonstrated ability to coach and develop remote, geographically dispersed teams.
• Experience collaborating with cross‑functional stakeholders to elevate the customer journey.

Preferred Qualifications

• Master’s degree or MBA.
• Experience in a high‑growth SaaS or tech company.
• Knowledge of AI‑powered customer support tools and automation.
• Certified in Six Sigma or similar process‑improvement methodologies.
• Fluency in multiple languages.

Core Competencies & Skills

• Leadership & Vision: Inspire teams to adopt a customer‑first mindset.
• Strategic Thinking: Translate business goals into actionable service plans.
• Data‑Driven Decision Making: Leverage analytics to uncover trends and opportunities.
• Change Management: Guide teams through process and technology transitions.
• Customer Advocacy: Champion the voice of the customer in every decision.
• Collaboration: Build strong relationships across departments.
• Adaptability: Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Director, you will:

• Lead a high‑visibility program that shapes the future of customer experience.
• Mentor emerging leaders and build a pipeline of talent for senior roles.
• Participate in executive strategy sessions and influence company direction.
• Access continuous learning resources, including leadership workshops, industry conferences, and advanced analytics courses.
• Benefit from a culture that rewards innovation, experimentation, and results.

Work Environment & Culture

brighthush is proud of its inclusive, remote‑first culture. We value:

• Flexibility: Work from anywhere in the United States with a flexible schedule.
• Collaboration: Regular virtual town halls, cross‑functional hackathons, and informal “coffee chats.”
• Transparency: Open communication channels and real‑time dashboards that keep everyone informed.
• Well‑being: Comprehensive health benefits, mental‑health resources, and a generous paid‑time‑off policy.
• Recognition: Quarterly awards, peer‑to‑peer shout‑outs, and a culture of celebrating wins.

Compensation & Perks

While specific figures vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity options. Additional perks include:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited vacation and flexible PTO.
• Home‑office stipend and tech allowance.
• Professional development budget.
• Annual company retreats and team‑building events.

How to Apply

If you are a visionary leader ready to elevate customer experience to new heights, we invite you to join brighthush. Submit your resume and a cover letter outlining your most impactful customer‑service initiatives. Let’s build a future where every customer interaction is a memorable experience.

Ready to make an impact? .