Senior Director of eCommerce & Customer Fulfillment Technologies – Leading Digital Sales, Customer Experience, and Fulfillment Innovation for brighthush’s Next‑Gen Automotive Marketplace

About brighthush

brighthush is redefining the automotive experience by marrying cutting‑edge technology with a passion for personalization. Our mission is simple: deliver safe, reliable vehicles that customers can afford, customize, and love—all while championing a new era of American manufacturing. From the first click on our website to the final installation of a custom wrap, every touchpoint is engineered to delight and empower our customers.

As a fast‑growing, customer‑centric organization, brighthush is looking for a visionary leader to steer our eCommerce and fulfillment strategy. This role is pivotal in shaping the entire customer journey—from discovery and configuration to post‑purchase engagement and support—ensuring that every interaction reflects the quality and innovation that define the brighthush brand.

About the Role

As Senior Director of eCommerce & Customer Fulfillment Technologies, you will own the entire digital buying experience for brighthush vehicles and accessories. You will be the champion of product taste, customer engagement, and data‑driven decision making. Your leadership will span product management, analytics, engineering, and cross‑functional collaboration, driving measurable growth and operational excellence.

Key Responsibilities

• Steward the brighthush Buying Experience – Define and enforce standards for product content, merchandising, pricing, availability, and checkout. Continuously identify friction points and lead rapid resolution to keep the site fast, reliable, and intuitive.
• Own the Top‑of‑Funnel Conversion – Guide customers from first visit through configurator, starter pack, pre‑order, and payment estimate. Measure drop‑off at each stage, optimize the journey, and collaborate with commercial, supply chain, and logistics to ensure a seamless handoff to delivery teams.
• Lead Product Management for the Storefront – Own the roadmap for vehicle discovery, configuration, marketplace, cart, checkout, and owner accounts. Write clear, outcome‑driven requirements, prioritize with digital engineering and design, and validate releases against defined KPIs.
• Drive Owner Engagement Across the Product Lifecycle – Build programs that keep owners excited about new product drops, collaborations, wrap changes, and conversion kits. Track engagement metrics, repeat purchase rates, and lifetime value to inform future initiatives.
• Build Customer Service & Reverse Logistics Products – Design self‑service workflows that resolve issues with minimal friction. Provide agent tools for direct customer interaction and partner tools for service providers, installation partners, and other stakeholders.
• Run End‑to‑End Order Experience – Coordinate with accessories, supply chain, logistics, and installation partners to ensure launch readiness, inventory accuracy, delivery promises, and quality. Own the customer communication when handoffs break.
• Drive Marketplace Success – Optimize the purchase funnel for accessories and wraps, focusing on conversion, merchandising, product presentation, and repeat purchase. Manage P&L, track revenue, margin, and cost to sell, and share demand signals with the marketplace product team.
• Build and Scale the Team – Hire, mentor, and lead product managers and analysts. Partner with engineering to adopt modern GenAI practices, scaling technology rather than headcount.
• Develop GenAI Products for Corporate Functions – Work with a small group of engineers to create tools that empower finance, legal, HR, and commercial teams, driving significant reductions in SG&A costs.

What Matters Most

• Product Taste – You can distinguish a great buying experience from a mediocre one and articulate why. You obsess over product page details, checkout steps, and agent screens, raising the bar for every release.
• Customer Engagement – You spend time with customers and support teams, building programs that bring them back. You treat the customer perspective as a core input to every decision.
• Highly Analytical – You work directly with data: SQL, funnel and cohort analysis, experiment design, LTV modeling. You make evidence‑based decisions and explain them to stakeholders who may not read dashboards.

Required Qualifications

• 12+ years of senior management experience, with deep expertise in eCommerce, digital product, or consumer retail.
• Proven ownership of top‑of‑funnel conversion for a consumer site, delivering measurable gains.
• Leadership of product management across customer‑facing and internal products (e.g., customer service, partner service, warranty, returns, order and finance systems).
• Track record of lifecycle, CRM, or loyalty programs that increased repeat purchase.
• Strong quantitative skills: SQL, funnel and cohort analysis, experiment design.
• Experience with physical goods where inventory, fulfillment, and logistics shape the customer experience.
• Demonstrated ability to lead multi‑disciplinary teams, including managing managers.

Preferred Qualifications

• Direct‑to‑consumer vehicle sales, online vehicle retail, or pre‑order programs.
• Experience in automotive, aftermarket, powersports, or outdoor and recreation categories.
• Product configurators, fitment data, or installation and service networks.
• Warranty, returns, or dealer and service network systems.
• MBA or other advanced degree.

First‑Year Outcomes

• Deliver a delightful customer experience at the launch of the brighthush site.
• Map and instrument the top‑of‑funnel conversion from first visit through pre‑order, with an improvement roadmap in place.
• Establish a defined standard for the brighthush buying experience, covering product content, delivery messaging, and checkout.
• Produce a product roadmap for customer and partner service, warranty, returns, and GenAI tools for corporate functions, agreed with customer care, service operations, and corporate leaders.
• Launch a lifecycle program for delivered owners, measuring repeat purchase by cohort.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the impact you will have at brighthush. While the exact figure will be determined based on experience and qualifications, the base salary range for this role is $222,431 – $370,719 USD annually.

In addition to base pay, you will be eligible for:

• Annual discretionary incentive program.
• Equity participation, subject to company policy.
• Comprehensive health, dental, vision, life, and disability insurance.
• Paid vacation, sick leave, and a 401(k) plan with company match.
• Professional development stipend and access to industry conferences.
• Flexible work arrangements and a supportive, inclusive culture.

Why Join brighthush?

At brighthush, we thrive on grit, determination, and a relentless pursuit of excellence. Our culture is built on:

• Safety First – We prioritize the well‑being of our customers and employees.
• Delight Customers – Every decision is customer‑centric.
• One Team – Collaboration across functions is the norm.
• Relentless Improvement – We constantly iterate to get better.
• Fast, Frugal, and Scrappy – We innovate with agility and efficiency.
• Respectful Collaboration – Diverse perspectives are valued.
• Positive Legacy – We aim to leave a lasting impact on communities and industry.

We are committed to building a workforce that reflects the communities we serve. brighthush is an Equal Employment Opportunity and affirmative action employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

We also provide reasonable accommodations for qualified individuals with disabilities throughout the application process. If you need assistance, please contact us at [email protected].

How to Apply

Ready to lead the future of automotive eCommerce? Submit your resume and a cover letter detailing why you’re the perfect fit for this role. We look forward to hearing how you will help brighthush continue to innovate and delight our customers.