Senior Director of Customer Operations & Implementation Excellence – Remote, USA – Leading Customer Success, Operational Innovation, and Scalable SaaS Adoption at brighthush

Welcome to brighthush – Where Customer Success Meets Innovation

At brighthush, we’re not just building software; we’re crafting the future of customer experience. Since our founding in 2015, we have empowered thousands of enterprises worldwide to deliver seamless, intelligent, and cloud‑native solutions that transform how they engage with customers and employees. Our portfolio spans AI‑driven engagement, integration platforms, and next‑generation benefits administration tools, all designed to help organizations focus on what truly matters: building lasting relationships and driving measurable impact.

With a vibrant community of over 400 talented professionals across the United States, brighthush thrives on curiosity, collaboration, and continuous improvement. Our remote‑first culture means every team member, no matter where they are located, has the flexibility to excel while contributing to a shared vision of innovation and customer success.

Why brighthush is the Place to Grow Your Career

We believe that great products are built by great people. At brighthush, you’ll find a culture that rewards initiative, creativity, and measurable impact. We provide the resources, mentorship, and learning opportunities you need to grow into a leader who shapes the future of SaaS and HR technology. Whether you’re looking to lead cross‑functional initiatives, mentor emerging leaders, or transition into a C‑suite role, brighthush offers a dynamic career trajectory that matches the pace of the industry.

Role Overview – The Heartbeat of Customer Success

As the Senior Director of Customer Operations & Implementation Excellence, you will be the linchpin that connects our product vision with the real‑world experiences of our customers. Your strategic leadership will shape operational strategy, scale support capabilities, and cultivate a high‑performance culture that consistently exceeds expectations. Your influence will directly impact how brighthush delivers value to enterprises, ensuring every customer journey is seamless, efficient, and memorable.

Key Responsibilities

Strategic Leadership & Vision

• Operational Roadmap: Define and execute a forward‑looking operational roadmap that aligns with brighthush’s long‑term vision and quarterly objectives.
• Executive Advocacy: Bring the voice of implementation and operations into executive discussions, influencing product strategy and company direction.
• Cross‑Functional Alignment: Partner with Product, Engineering, Sales, and Marketing to ensure operational insights inform roadmap decisions and go‑to‑market strategies.
• Strategic Forecasting: Lead demand forecasting and capacity planning to anticipate growth, ensuring resources are aligned with market opportunities.
• Innovation Champion: Identify emerging industry trends and champion the adoption of new tools, methodologies, and best practices that elevate operational excellence.

Team Development & Culture

• Mentorship & Coaching: Mentor and coach a diverse group of directors and managers, fostering an environment where talent thrives and innovation is encouraged.
• High‑Performance Culture: Build and sustain a culture of psychological safety, continuous learning, and mutual respect across distributed teams.
• Talent Acquisition & Retention: Work with HR to attract, onboard, and retain top operational talent, ensuring a pipeline of future leaders.
• Leadership Development: Design and implement leadership development programs that prepare mid‑level managers for senior roles.
• Diversity & Inclusion: Champion diversity, equity, and inclusion initiatives within the operations organization.

Implementation Oversight

• End‑to‑End Staffing: Manage end‑to‑end implementation staffing—including full‑time, seasonal, and contractor talent—across multiple product lines.
• Process & System Design: Anticipate future operational needs and architect scalable systems, processes, and talent strategies that support growth and agility.
• Quality Assurance: Establish and enforce quality standards for all implementation activities, ensuring consistent delivery excellence.
• Resource Optimization: Continuously evaluate and refine resource allocation to maximize productivity and minimize cost.
• Risk Management: Identify operational risks and develop mitigation plans to safeguard project timelines and customer satisfaction.

Partner & Vendor Management

• Relationship Building: Build and sustain strong relationships with external partners, ensuring consistent delivery quality across the entire product portfolio.
• Vendor Optimization: Negotiate contracts, monitor performance, and drive continuous improvement with third‑party vendors.
• Strategic Alliances: Identify and evaluate new partnership opportunities that can enhance our service offering and accelerate customer success.
• Performance Reviews: Conduct regular vendor performance reviews and enforce SLAs to maintain high standards.
• Cost Management: Manage vendor budgets and negotiate cost‑effective agreements without compromising quality.

Customer Advocacy & Success

• Senior Point of Contact: Serve as the senior point of contact for key enterprise customers, driving trust, resolving escalations, and championing their success.
• Customer Journey Mapping: Collaborate with Product, Revenue, Engineering, and Marketing teams to align initiatives, share insights, and accelerate time‑to‑value.
• Voice of the Customer: Translate customer feedback into actionable operational improvements and product enhancements.
• Success Metrics: Define and track success metrics that reflect customer health, adoption, and renewal rates.
• Customer Education: Oversee the development of training materials, webinars, and knowledge bases that empower customers.

Performance Measurement & Continuous Improvement

• KPIs & Reporting: Develop, track, and report on KPIs that reflect operational health, customer satisfaction, and team effectiveness.
• Process Optimization: Lead high‑impact initiatives that refine delivery models, reduce cycle times, and enhance the overall customer experience.
• Data‑Driven Decision Making: Leverage analytics to uncover trends, forecast demand, and inform strategic resource allocation.
• Continuous Improvement Culture: Foster a culture of Kaizen, encouraging teams to propose and implement incremental improvements.
• Reporting to Board: Prepare executive‑level presentations and reports for the board and senior leadership.

Essential Qualifications

• 12+ years of progressive leadership experience in implementation, professional services, or project management.
• 10+ years of proven success in managing distributed teams, including offshore or nearshore resources and third‑party vendor relationships.
• Demonstrated ability to implement and onboard large enterprise customers across multiple product lines simultaneously.
• Track record of building high‑performing teams that consistently deliver on ambitious goals.
• Strong capacity planning expertise—forecasting, resource allocation, and vendor management in a fast‑paced environment.
• Exceptional executive presence and communication skills, capable of influencing stakeholders at all levels.
• Strategic thinker with a bias for action, comfortable navigating ambiguity and driving clarity.
• Experience in the SaaS or HR technology space, ideally with benefits administration platforms or related products.
• Proficiency in data analytics tools (e.g., Tableau, Power BI, SQL) to drive insights and decisions.
• Strong understanding of Agile and Lean methodologies applied to service delivery.

Preferred Qualifications

• Background in HR technology, benefits administration, or related domains.
• Experience leading operations for AI‑driven customer engagement platforms.
• Familiarity with remote‑first work cultures and distributed workforce management.
• Hands‑on experience with data‑driven decision making and advanced analytics tools.
• Prior exposure to equity‑based compensation and incentive structures.
• Certifications such as PMP, Six Sigma, or Certified ScrumMaster.

Core Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Operational Excellence & Process Improvement
• Vendor & Partner Relationship Management
• Customer Success & Advocacy
• Data Analysis & KPI Development
• Change Management & Scalability
• Communication & Executive Presence
• Adaptability & Resilience
• Technology & Product Acumen

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the industry we serve. As Senior Director, you will:

• Lead cross‑functional initiatives that shape the future of our product suite.
• Mentor emerging leaders, creating a pipeline of talent that drives the next generation of innovation.
• Participate in executive strategy sessions, influencing company‑wide decisions.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Benefit from a culture that rewards initiative, creativity, and measurable impact.
• Explore opportunities to transition into C‑suite roles or specialized operational leadership tracks.
• Engage in global projects that broaden your perspective and skill set.
• Receive structured career mapping and mentorship programs to accelerate your growth.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from any of the 25 U.S. states we support, including AZ, CA, CO, CT, FL, GA, IL, IN, KY, MA, MI, MN, NC, NY, OH, OR, PA, SC, TN, TX, UT, VA, and WI. We celebrate diversity, encourage collaboration across time zones, and provide the tools you need to succeed—whether that’s a high‑speed internet stipend, ergonomic office equipment, or a flexible schedule that respects your personal commitments.

Beyond logistics, brighthush is committed to fostering a culture of psychological safety, continuous learning, and mutual respect. We host regular virtual town halls, hackathons, and wellness initiatives that keep our community connected and energized. Our leadership team is approachable, transparent, and deeply invested in your professional growth.

Compensation & Benefits

While specific figures vary based on experience and location, the Senior Director of Customer Operations role includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonus structure tied to operational excellence and customer satisfaction metrics.
• Equity participation, allowing you to share in the long‑term success of brighthush.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Flexible work arrangements and remote‑work stipend.
• Employee assistance program and mental health resources.
• Access to cutting‑edge collaboration tools and a modern, cloud‑based tech stack.

How to Apply

If you are ready to lead the next wave of customer operations excellence, bring your strategic vision, operational rigor, and passion for customer success to brighthush. Submit your application through our careers portal and join a team that is redefining the future of SaaS and HR technology.

We look forward to exploring how your expertise can help us elevate the customer experience and drive sustainable growth.