Senior Director of Customer Operations – AI‑Driven Renewal & Revenue Optimization Leadership (Remote, USA)

About brighthush – Pioneering the AI‑Powered Future of Customer Success

At brighthush, we are redefining how the world’s most customer‑centric organizations retain, grow, and delight their users. Our flagship CustomerOS platform orchestrates every phase of the customer journey—from onboarding and adoption to outcomes and advocacy—using cutting‑edge artificial intelligence. More than 2,000 enterprises trust brighthush’s AI agents and applications to turn data into insight, automate routine tasks, and deliver measurable business outcomes.

Our mission is simple yet ambitious: empower every customer‑facing team with the intelligence they need to anticipate challenges, resolve them before they become problems, and continuously improve renewal performance. As we expand our AI‑Native Service, known internally as brighthush, we are looking for visionary leaders who can build the operational backbone that turns AI‑generated insights into concrete, repeatable processes.

Why This Role Matters

The Senior Director, Customer Operations will be a cornerstone of brighthush’s Sales organization, reporting directly to the Executive Vice President & General Manager of the AI‑Native Service. This is a fully remote, U.S.-based position that blends strategic vision with hands‑on execution. You will design, implement, and continuously refine the infrastructure that captures renewal roadblocks, ranks them by impact, and translates them into standard operating procedures (SOPs), workflow enhancements, and product roadmap items. In short, you will turn every piece of customer feedback into a catalyst for higher renewal rates and smoother quote‑to‑cash cycles.

Key Responsibilities

Strategic Infrastructure & Process Design

• Architect and launch a scalable system that records how the AI‑Native Service learns from each renewal interaction.
• Develop tooling and processes to capture roadblocks reported by Renewal Managers, Quality Assurance findings, and gaps in AI agent output.
• Define a data‑driven ranking methodology that evaluates captured items by volume, customer impact, effort to fix, and suitability for automation.
• Own the end‑to‑end cycle that converts ranked items into SOP updates, workflow redesigns, or product/engineering requirements, and close the feedback loop with the originating representatives.
• Continuously enhance automation so that bottlenecks surface from system data and AI activity, not solely from manual rep reports.

Customer System Assessment & Knowledge Management

• Conduct comprehensive assessments of each customer’s CRM, quoting tools, integrations, and data quality prior to go‑live.
• Document how these system characteristics influence renewal workflows and SOPs, creating a living repository of customer system profiles.
• Partner with Solution Architects and Implementation teams to validate system‑specific insights and embed them into customer‑specific SOPs and workflows.
• Lead the ongoing optimization of SOPs, ensuring they evolve with new data, system integrations, and AI capabilities.
• Collaborate with Commercial Analytics to monitor “Autonomy Rate” metrics across customers and identify high‑impact improvement opportunities.

Leadership, Team Development & Cross‑Functional Collaboration

• Recruit, mentor, and grow a high‑performing team of Customer Operations Managers, aligning them with pipeline, implementation, and go‑live demand.
• Champion emerging AI skill sets within the team, fostering a culture of continuous learning and experimentation.
• Partner with Product Management and Engineering to shape the roadmap for AI‑driven renewal features, providing data‑backed business cases for each request.
• Engage Sales Operations and RevOps leaders to standardize renewal processes, data sharing, and AI signal utilization across the organization.
• Proactively surface operational challenges, define clear ownership, and drive decisive action plans.

Additional Responsibilities

• Maintain up‑to‑date SOP standards for quoting steps, system hygiene, and renewal best practices.
• Represent the Customer Operations function in executive forums, presenting insights, progress, and strategic recommendations.
• Occasionally travel for team meetings, training sessions, and company‑wide events to reinforce culture and alignment.

Essential Qualifications

• 15+ years of experience in business operations, sales operations, renewals, or quote‑to‑cash functions, with a proven track record of driving measurable revenue outcomes.
• 7+ years of leadership experience, including full ownership of renewal or quoting processes and the ability to scale teams in high‑growth environments.
• Deep expertise in CRM (e.g., Salesforce) and CPQ (Configure‑Price‑Quote) platforms, with hands‑on experience designing and optimizing complex workflows.
• Demonstrated ability to translate qualitative feedback into quantitative, data‑driven process improvements.
• Strong analytical mindset, comfortable working with large data sets, building dashboards, and presenting insights to senior leadership.
• Excellent communication and influencing skills, capable of aligning cross‑functional stakeholders around a shared vision.
• Proven success in a startup‑style, “build‑from‑scratch” environment, preferably within a SaaS or AI‑focused organization.

Preferred Qualifications & Nice‑to‑Haves

• Experience with AI‑driven customer success platforms or similar intelligent automation tools.
• Background in product management or engineering collaboration, especially in shaping AI feature roadmaps.
• Familiarity with data‑integration technologies (e.g., MuleSoft, Workato) and modern API ecosystems.
• Track record of implementing enterprise‑wide SOP governance frameworks.
• Professional certifications in Salesforce, CPQ, or related systems.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing on detailed operational plans.
• Process Engineering: Expertise in mapping, analyzing, and redesigning end‑to‑end workflows.
• Data Literacy: Proficiency in SQL, Tableau, Looker, or similar analytics tools to surface insights.
• Leadership & Coaching: Talent for building high‑performing teams, fostering psychological safety, and encouraging innovation.
• Change Management: Skilled at guiding organizations through process transformations and technology adoption.
• Customer‑Centric Mindset: Deep empathy for the challenges faced by renewal managers and customers alike.

Career Growth & Learning Opportunities

At brighthush, your impact will be visible across the entire customer lifecycle. You will work side‑by‑side with product innovators, AI researchers, and senior executives, gaining exposure to cutting‑edge technology and strategic decision‑making. As the organization scales, you will have clear pathways to senior leadership roles such as Vice President of Global Customer Operations or Chief Revenue Operations Officer. In addition, brighthush invests heavily in professional development—offering tuition reimbursement, conference sponsorships, and internal AI‑skill bootcamps.

Culture & Work Environment

brighthush is built on a foundation of curiosity, collaboration, and relentless improvement. Our remote‑first philosophy empowers teams to work from anywhere in the United States while staying tightly connected through weekly virtual “All‑Hands,” quarterly in‑person retreats, and a vibrant digital community. We celebrate diversity of thought, encourage experimentation, and reward data‑driven results. Employees enjoy a supportive atmosphere where ideas are heard, failures are treated as learning opportunities, and success is shared.

Compensation, Perks & Benefits

• Competitive base salary aligned with senior leadership market benchmarks.
• Performance‑based annual bonus and equity participation in brighthush’s growth.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, parental leave, and flexible work schedules.
• 401(k) plan with company match, employee assistance program, and wellness stipend.
• Home office allowance, high‑speed internet reimbursement, and optional co‑working space credits.
• Continuous learning budget, internal mentorship programs, and access to industry conferences.

How to Apply

If you are ready to lead a transformative function at the intersection of AI, customer success, and revenue operations, we want to hear from you. Please submit your resume and a brief cover letter outlining your most relevant achievements to the following link:

Apply to This Position at brighthush

Join brighthush and Shape the Future of Customer Success

Our customers rely on brighthush to turn complex renewal challenges into predictable, profitable outcomes. As Senior Director of Customer Operations, you will be the architect of the processes that make this possible. Bring your expertise, vision, and passion for AI‑enabled transformation, and help us set a new standard for how companies retain and grow their most valuable relationships.

Take the next step in your career—apply today and become a catalyst for change at brighthush.