Senior Director of Customer Operations – Remote, USA – Champion Implementation Excellence & Customer Success Strategy for Next‑Generation SaaS Platforms

About brighthush

brighthush is a trailblazing SaaS company that empowers businesses to deliver unforgettable customer experiences through intelligent, cloud‑native solutions. With a portfolio that spans AI‑driven customer engagement, seamless integration platforms, and next‑generation benefits administration tools, we help organizations transform the way they interact with their clients and employees. Our mission is to create technology that is not only powerful but also intuitive, enabling teams to focus on what matters most: building lasting relationships and driving measurable impact.

Founded in 2015, brighthush has grown into a vibrant community of over 400 talented professionals across the United States. We pride ourselves on a culture that values curiosity, collaboration, and continuous improvement. Our remote‑first approach means that every team member, regardless of location, has the flexibility to thrive while contributing to a shared vision of innovation and customer success.

Why This Role Matters

As the Senior Director of Customer Operations, you will be the linchpin that connects our product vision with the real‑world experiences of our customers. You will shape the operational strategy that drives implementation excellence, scales support capabilities, and cultivates a high‑performance culture that consistently exceeds expectations. Your leadership will directly influence how brighthush delivers value to enterprises, ensuring that 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.

Team Development & Culture

• Mentorship: 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.