Senior Director of Customer Experience & Strategic Execution – Championing Innovation, Operational Excellence, and Customer Success at brighthush

About brighthush

brighthush is a trailblazer in the dental technology arena, redefining how dental practices manage patient care, operations, and growth. With a portfolio that spans practice‑management software, cloud‑based solutions, and data‑driven insights, brighthush empowers dental professionals to deliver exceptional patient experiences while driving measurable business outcomes. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. We are not just a technology provider; we are a partner that fuels innovation, challenges the status quo, and creates lasting impact for our customers worldwide.

Position Overview

The Senior Director of Customer Experience & Strategic Execution will spearhead a newly established function that unites executive escalation management, customer journey optimization, HyperCare programs, enterprise PMO, and Six Sigma‑driven root‑cause elimination. Reporting directly to the Vice President of Operations, this role will lead a high‑performing team of approximately 20 professionals and will be accountable for designing, implementing, and institutionalizing mechanisms that deliver lasting business impact across product, technology, support, onboarding, success, sales, and finance.

Why This Role Matters

In a rapidly evolving dental technology landscape, customer experience is the single most critical differentiator. By aligning cross‑functional teams around a unified customer journey, the Senior Director will directly influence customer retention, onboarding success, service quality, and the execution of strategic initiatives that shape the future of dental practice management. Your leadership will set the tone for how brighthush engages with its most valuable stakeholders – the dental professionals who rely on our solutions to deliver care.

Key Responsibilities

• Build & Lead a Multi‑Discipline Team: Recruit, coach, and develop a diverse group of leaders and specialists, including Escalations Managers, Customer Journey & Experience Managers, PMO Directors, Six Sigma Black Belts, and Business Analysts. Foster a culture of ownership, continuous learning, and high performance.
• Design Enterprise Escalation Management: Create a single, scalable intake, ownership, and closure process for executive, strategic‑account, and Tier‑3 escalations. Define severity levels, service‑level agreements, communication standards, and post‑incident review protocols that align with brighthush’s commitment to excellence.
• Executive Customer Recovery: Serve as the senior accountable leader for critical escalations involving enterprise and DSO accounts. Lead recovery planning, negotiate resolutions, and maintain direct communication with customer executives to restore trust and value.
• Root‑Cause Elimination: Establish a recurring root‑cause review framework (Concern, Cause, Countermeasure, Check, Control) to ensure every recurring escalation has a documented root cause, a countermeasure, and a named owner. Partner with Product and Engineering to embed prevention mechanisms into the development lifecycle.
• Own the Customer Journey: Own the end‑to‑end customer journey map and Voice of Customer program. Identify friction points across handoffs—from sales to onboarding, go‑live, and steady‑state use—and implement solutions that accelerate adoption and reduce churn.
• Lead HyperCare: Drive the HyperCare program for the first 120 days post‑go‑live on Dentrix Ascend and other cloud products. Reduce churn risk, accelerate time‑to‑value, and ensure a seamless transition for new customers.
• Develop CX Metrics & Early Warning Systems: Define leading indicators for customer experience, uptime, delivery quality, and customer effort. Partner with Data & Analytics to operationalize health signals that identify at‑risk customers before they reach out.
• Strategic PMO Leadership: Direct the enterprise PMO responsible for portfolio governance, cross‑functional dependency management, and delivery of strategic programs such as data conversions, migrations, auto‑provisioning, and churn‑reduction initiatives.
• Institutionalize Operating Cadence: Implement a rhythm of daily stand‑ups, weekly metric reviews, monthly business reviews, and executive scorecards that report results, direction, causes, and corrective actions.
• AI‑Enabled Productivity: Identify, standardize, and scale AI‑enabled internal processes that increase team productivity and support deflection. Collaborate with Support, IT, and Data & Analytics to embed AI across the organization.
• Strategic Planning & Budgeting: Develop the annual strategy, objectives, budget, and staffing plan for the function. Align with brighthush OKRs and report progress to executive leadership and, when required, the Board of Directors.
• Talent Development: Hire, coach, and develop managers and senior professionals. Build succession depth and foster a culture of ownership, data‑driven decisions, and continuous improvement.

Essential Qualifications

• 7–12+ years of progressive leadership experience in a related discipline, with a proven track record of building high‑performing teams and delivering measurable business results.
• Bachelor’s degree or global equivalent in a related field.
• Project management experience and/or certifications (CAPM, PMP, Project+, or equivalent).
• Demonstrated AI literacy, including experience with Large Language Models (LLMs), data structures, and AI‑enabled business applications.
• Deep experience managing executive‑level customer escalations and driving root‑cause resolution.
• Strong executive presence, business acumen, and emotional intelligence. Ability to provide constructive pushback while strengthening relationships.
• Experience with strategic planning, budgeting, forecasting, and resource management.
• Proven success building and scaling customer‑facing programs within B2B and SMB environments.
• Exceptional written, verbal, presentation, and documentation skills.
• Strong customer focus, conflict‑resolution skills, and the ability to navigate difficult conversations and high‑pressure situations.
• Advanced analytical, decision‑making, and problem‑solving skills. Ability to manage multiple priorities in a fast‑paced environment.
• Strong understanding of industry best practices, business processes, tools, systems, and operational procedures.
• Advanced experience with cloud‑based (SaaS) and client/server technologies, including enterprise software environments.
• Knowledge of regulatory compliance requirements.
• Advanced technical knowledge of enterprise infrastructure and applications, including networking, WANs, Citrix, virtual servers, SQL Server, hosted solutions, and third‑party integrations.
• Advanced proficiency with Microsoft Office, CRM platforms, SaaS applications, and related business technologies.
• Professional appearance and executive‑level communication and presentation skills.

Preferred Qualifications

• Master’s degree or global equivalent.
• Advanced level experience with project management.
• Excellent communication, storytelling, and presentation skills, with the ability to translate complex data into clear, compelling insights.
• Experience with practice management software and services, including familiarity with brighthush solutions.

Skills & Competencies

• Strategic Thinking & Tactical Execution
• Customer Obsession & Empathy
• Data‑Driven Decision Making
• Change Management & Influence
• Cross‑Functional Collaboration
• Conflict Resolution & Negotiation
• Leadership & Team Development
• Process Improvement & Six Sigma Methodologies
• AI & Automation Literacy
• Financial Acumen & Budget Management

Career Growth & Learning Opportunities

At brighthush, the Senior Director will be positioned at the forefront of our customer experience strategy, working closely with executive leadership and the Board. This role offers a unique blend of strategic influence, operational ownership, and cross‑functional collaboration. Successful leaders will:

• Advance to Vice President or Chief Customer Officer roles within brighthush.
• Lead global initiatives that shape industry standards for customer experience and operational excellence.
• Participate in executive‑level strategy sessions, board meetings, and industry conferences.
• Access continuous learning programs, including leadership development, AI & analytics workshops, and industry certifications.
• Benefit from a culture that rewards innovation, ownership, and measurable impact.

Work Environment & Culture

brighthush fosters an inclusive, supportive, and high‑energy environment where ideas are challenged, experimentation is encouraged, and results are celebrated. As a remote‑first organization, you will have the flexibility to work from anywhere in the United States, with up to 25% travel for client meetings, industry events, and strategic engagements. Our culture emphasizes:

• Collaboration across disciplines and geographies.
• Continuous improvement and data‑driven decision making.
• Recognition of individual strengths and collective wins.
• Work‑life balance, mental health support, and wellness initiatives.
• Opportunities to mentor and develop the next generation of leaders.

Compensation & Benefits

Base Salary: $172,000 – $215,000 (depending on experience, skills, and market). The role also offers a target bonus, equity options, and a comprehensive benefits package that includes:

• Health, dental, and vision coverage.
• 401(k) plan with company match.
• Paid time off, parental leave, and flexible work arrangements.
• Wellness resources, mental health support, and employee assistance programs.
• Professional development stipend and tuition reimbursement.
• Access to cutting‑edge technology and tools.

How to Apply

Ready to lead the next wave of customer experience innovation at brighthush? Submit your resume and a cover letter that highlights your experience in customer‑centric leadership, strategic execution, and data‑driven decision making. We look forward to exploring how your expertise can help us shape the future of dental technology.

Closing Statement

At brighthush, we believe that exceptional customer experience is the cornerstone of lasting success. If you are a visionary leader with a passion for driving operational excellence, building high‑performing teams, and delivering measurable impact, we invite you to join our mission. Together, we will shape the next chapter of dental technology and create meaningful value for our customers worldwide.

Apply today and become a pivotal part of brighthush’s journey to redefine dental practice management.