Senior Director of Customer Support & Call Center Operations – Strategic Leadership in Healthcare, Specialty Pharmacy, and Digital Health at brighthush

About brighthush

brighthush is a trailblazer in the rapidly evolving healthcare ecosystem, redefining how patients, providers, and payers connect through innovative, data‑driven solutions. With a portfolio that spans specialty pharmacy, biologics, advanced care, and digital health, we sit at the intersection of technology and compassion, delivering personalized, accessible, and affordable care to millions of individuals worldwide. Our mission is simple yet powerful: to simplify access to medication and deliver personalized care that helps patients achieve the best‑possible outcomes—one patient, one partner, one therapy at a time.

At brighthush, we recognize that the heart of our success lies in the people who drive our operations. We cultivate a culture of innovation, collaboration, and continuous improvement, empowering every team member to bring fresh ideas to the table and shape the future of health for patients, communities, and our own people.

Industry Landscape & Our Impact

The specialty pharmacy sector is experiencing unprecedented growth, fueled by an expanding array of complex therapies, heightened patient expectations, and a decisive shift toward value‑based care. In this dynamic environment, the quality of customer support is a critical differentiator. brighthush has positioned itself as a trusted partner for patients and providers, ensuring that every interaction is seamless, compassionate, and compliant. As we expand our footprint across the United States and beyond, we need a visionary leader who can elevate our contact center to new heights of operational excellence and patient‑centric service.

Role Overview

As the Senior Director of Customer Support & Call Center Operations, you will be the strategic architect and day‑to‑day steward of brighthush’s high‑volume contact center. You will lead a diverse team of customer service representatives, develop and execute initiatives that elevate customer satisfaction, and drive operational excellence across all touchpoints. Your leadership will directly influence the experience of patients, providers, and partners who rely on brighthush for timely, accurate, and compassionate support.

Key Responsibilities

Team Leadership & Development

• Lead, mentor, and inspire a diverse team of contact‑center agents, fostering a culture of accountability, collaboration, and continuous learning.
• Conduct regular performance reviews, provide constructive feedback, and design individualized development plans that align with both business objectives and personal career goals.
• Champion a positive work environment that encourages open communication, celebrates achievements, and promotes psychological safety.
• Implement coaching programs that empower agents to handle complex queries, resolve issues efficiently, and maintain high levels of customer empathy.
• Develop succession pipelines by identifying high‑potential talent and providing stretch assignments, mentorship, and cross‑training opportunities.

Operational Oversight

• Manage day‑to‑day operations of the contact center, ensuring seamless service delivery for inbound and outbound calls, chat, email, and emerging digital channels such as SMS and social media.
• Develop, implement, and refine operational policies, procedures, and standards to optimize efficiency, reduce cycle times, and maintain high service levels.
• Monitor key performance indicators (KPIs) such as call volume, average handle time, first‑contact resolution, net promoter score, and customer satisfaction scores, translating data into actionable insights.
• Coordinate with workforce management teams to forecast staffing needs, schedule shifts, and balance agent workloads while maintaining service level agreements (SLAs).
• Leverage real‑time analytics dashboards to proactively address spikes in volume, seasonal trends, and unexpected disruptions.

Quality & Compliance

• Instill a culture of excellence that consistently exceeds patient, provider, and client expectations.
• Regularly evaluate systems, tools, and work instructions to ensure they are current, compliant, and aligned with best practices.
• Ensure staff adherence to federal and state regulatory requirements, including HIPAA, FDA, and state pharmacy laws, and maintain rigorous audit readiness.
• Lead quality assurance initiatives, including call monitoring, coaching, and feedback loops to uphold the highest standards of service.
• Partner with the compliance team to conduct quarterly audits, remediate findings, and document corrective action plans.

Customer Experience & Continuous Improvement

• Guarantee that every customer interaction is handled professionally, empathetically, and in accordance with brighthush standards.
• Analyze customer feedback, identify trends, and collaborate with cross‑functional teams to implement solutions that enhance the overall experience.
• Drive initiatives that reduce friction, improve first‑contact resolution, and increase customer loyalty.
• Champion the use of customer journey mapping to identify pain points and opportunities for process optimization.
• Introduce Voice of the Customer (VoC) programs, including surveys, focus groups, and sentiment analysis, to keep the organization attuned to evolving needs.

Strategic Planning & Innovation

• Develop and execute long‑term strategies to improve contact‑center efficiency, effectiveness, and scalability.
• Identify and champion new technologies, such as AI‑powered chatbots, workforce management tools, advanced analytics platforms, and omnichannel orchestration solutions, to elevate service quality.
• Prepare and manage budgets, forecasts, and resource allocations, ensuring optimal utilization of personnel and technology.
• Collaborate with IT and product teams to integrate emerging solutions that streamline workflows and enhance agent productivity.
• Lead pilot programs for emerging communication channels (e.g., video consults, secure messaging) and assess ROI before enterprise rollout.

Training & Development

• Oversee the design and delivery of training programs that equip agents with the knowledge and skills needed to excel.
• Collaborate with the Learning & Development team to keep the workforce updated on new products, services, and regulatory changes.
• Measure training effectiveness through performance metrics and adjust curricula accordingly.
• Establish a knowledge base and continuous learning ecosystem that supports agents in delivering consistent, high‑quality service.
• Introduce micro‑learning modules, gamified assessments, and peer‑learning circles to keep skill development engaging and relevant.

Stakeholder Collaboration

• Partner with Sales, Marketing, Clinical, and Operations to align customer‑support initiatives with broader business goals.
• Serve as the primary liaison for external partners, ensuring that service level agreements are met and exceeded.
• Represent brighthush in industry forums, conferences, and regulatory meetings to stay abreast of best practices and emerging trends.
• Facilitate cross‑departmental task forces to address systemic issues such as prescription fulfillment delays or insurance verification bottlenecks.
• Provide executive leadership with regular briefings on operational health, risk mitigation, and strategic opportunities.

Essential Qualifications

• Minimum of 12 years of progressive experience in the healthcare or pharmaceutical industry, with at least 4 years in a senior leadership role overseeing contact‑center or customer‑support functions.
• Bachelor’s degree in Business Administration, Healthcare Management, or a related field (or equivalent professional experience). A master’s degree or MBA is a strong plus.
• Proven track record of leading high‑volume contact‑center operations, driving measurable improvements in customer satisfaction, first‑contact resolution, and operational efficiency.
• Deep understanding of specialty pharmacy workflows, prescription refill processes, and the broader healthcare continuum, including payer‑provider dynamics.
• Exceptional written and verbal communication skills, with the ability to craft complex proposals and influence stakeholders at all levels.
• Strong analytical mindset, adept at interpreting operational data, formulating insights, and executing data‑driven action plans.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with contact‑center platforms such as Genesys, Five9, NICE, or similar.
• Demonstrated ability to manage cross‑functional teams and collaborate with executive leadership in a fast‑paced environment.

Preferred Qualifications

• Experience with Six Sigma, Lean, or other continuous‑improvement methodologies, and a record of delivering cost‑saving initiatives.
• Background in managing remote or hybrid teams across multiple geographic locations, with a focus on maintaining culture and performance.
• Knowledge of regulatory frameworks such as HIPAA, FDA, and state pharmacy laws, and experience leading audit‑ready operations.
• Demonstrated ability to implement technology solutions that enhance agent productivity and customer experience, including AI, RPA, or cloud‑based analytics.
• Prior experience in a startup or high‑growth environment, showcasing agility, adaptability, and a bias for action.
• Advanced certifications in customer‑experience management, contact‑center operations, or related fields (e.g., CCXP, COPC).

Skills & Competencies

• Leadership & Coaching: Inspire teams, foster growth, and drive high performance through clear vision and empathetic guidance.
• Strategic Thinking: Translate business goals into actionable operational plans that deliver measurable results.
• Customer‑Centric Mindset: Prioritize patient and provider needs in every decision, ensuring compassionate and compliant service.
• Data‑Driven Decision Making: Leverage analytics to identify opportunities, measure impact, and continuously refine processes.
• Change Management: Lead initiatives that transform processes, technology, and culture while minimizing disruption.
• Collaboration: Build strong relationships across business units, executive teams, and external partners.
• Adaptability: Thrive in a fast‑paced, evolving healthcare landscape and pivot quickly when priorities shift.
• Technology Savvy: Comfortable with emerging tools, AI, omnichannel platforms, and advanced analytics.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As Senior Director, you will:

• Lead cross‑functional projects that span specialty pharmacy, biologics, and digital health, expanding your expertise across the entire value chain.
• Participate in executive leadership forums, shaping strategic direction and influencing industry standards.
• Access a robust learning ecosystem, including leadership coaching, industry certifications, and on‑the‑job training.
• Benefit from a mentorship program that pairs you with seasoned leaders in healthcare innovation.
• Take advantage of rotational programs that expose you to new business units, fostering a holistic understanding of brighthush operations.
• Earn recognition through our internal awards program, celebrating outstanding contributions to customer experience and operational excellence.
• Explore future pathways such as Vice President of Global Support, Chief Operations Officer, or Head of Digital Patient Engagement, depending on your aspirations and performance.

Work Environment & Culture

brighthush offers a collaborative, inclusive, and forward‑thinking workplace. Our culture is built on:

• Innovation: We encourage experimentation and reward creative solutions that improve patient outcomes.
• Integrity: Transparency, accountability, and ethical conduct guide every action.
• Well‑Being: Comprehensive wellness programs, flexible work arrangements, and a supportive community promote work‑life harmony.
• Diversity & Inclusion: A vibrant workforce that reflects the communities we serve, with employee resource groups and inclusive hiring practices.
• Team Spirit: Regular team‑building events, cross‑departmental hackathons, and open‑door leadership forums keep collaboration alive.
• Community Impact: Opportunities to volunteer, partner with local health initiatives, and contribute to public‑health education.
• Technology‑First Mindset: State‑of‑the‑art tools, modern workspaces, and a commitment to continuous digital transformation.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total‑rewards package that includes:

• Base salary commensurate with market standards and individual performance.
• Annual performance bonus and long‑term incentive opportunities, including equity awards.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) with company match and early‑retirement planning resources.
• Generous paid time off, including vacation, sick leave, holidays, and paid parental leave.
• Professional development stipend and tuition reimbursement for relevant courses or certifications.
• Employee assistance programs and wellness initiatives, including mental‑health support, fitness memberships, and nutrition counseling.
• Flexible work arrangements, including hybrid and remote options where feasible.
• Employee recognition programs, such as spot bonuses, peer‑to‑peer awards, and annual celebration events.
• Relocation assistance for candidates moving to a brighthush hub, and commuter benefits for those on‑site.

How to Apply

Ready to lead the next generation of customer‑support excellence at brighthush? Submit your application through our careers portal:

Apply Now

Closing Statement

As Senior Director of Customer Support & Call Center Operations, you will play a pivotal role in shaping the patient experience, driving operational excellence, and advancing brighthush’s mission to deliver personalized, accessible care. If you are a visionary leader with a passion for healthcare, a knack for data‑driven decision making, and a commitment to empowering teams, we invite you to join our journey. Together, we will create a healthier future for patients, providers, and communities worldwide.