Senior Director of Global Customer Experience & Revenue Enablement – Championing Service Excellence, Operational Transformation, and AI‑Powered Growth in Life Sciences & Diagnostics (Remote, USA)

About brighthush

brighthush stands at the forefront of the life sciences and diagnostics arena, turning pioneering research into tangible, real‑world solutions that elevate patient care and accelerate scientific discovery. From cutting‑edge analytical instruments to next‑generation diagnostic platforms, our portfolio empowers researchers, clinicians, and industry partners to confront the most complex challenges in healthcare. Our culture is built on relentless innovation, cross‑functional collaboration, and an unwavering focus on customer success. Every interaction with our customers is an opportunity to create value, and we are committed to continuous improvement through the brighthush Business System, a disciplined framework that blends Gemba, standard work, daily management, and visual management to drive operational excellence.

Why This Role Matters

As the Senior Director of Global Customer Experience & Revenue Enablement, you will be the strategic architect who redefines how brighthush engages with its customers worldwide. Your vision and execution will directly influence customer satisfaction, revenue growth, and operational excellence. You will own the entire quote‑to‑book lifecycle, ensuring that every customer touchpoint—from initial inquiry to contract renewal—delivers a seamless, high‑quality experience that fuels loyalty and commercial success. In a market where customer experience is a key differentiator, your leadership will position brighthush as the partner of choice for life‑science innovators and healthcare providers alike.

Key Responsibilities

Build and Lead a World‑Class Global Customer Service Organization

• Collaborate with the SVP of Global Commercial Operations to design, launch, and continuously refine a global customer service operating model that aligns with brighthush’s strategic objectives.
• Codify standard work, best practices, and reusable playbooks that elevate performance across all regions, ensuring consistency and scalability.
• Establish governance, cadence, and reporting rhythms that sustain high performance and alignment across the Americas, EMEA, and JKOSEA.
• Foster a culture of ownership, accountability, and continuous improvement among service teams, encouraging innovation and proactive problem‑solving.
• Drive talent acquisition, development, and retention strategies that build a diverse, high‑performing global workforce.

Drive Quote‑to‑Book, Contract Administration, and Revenue Enablement

• Lead end‑to‑end customer service operations, including inquiries, order management, quoting, booking support, service and sales administration, and contract administration.
• Hold the organization accountable for service levels and turnaround times that enable Sales and Service to close and fulfill business without friction.
• Ensure rigorous tracking of contract terms, entitlements, renewal dates, and obligations, escalating to Legal when necessary.
• Identify revenue leakage opportunities—missed price escalations, unbilled entitlements, non‑compliant terms—and convert insights into corrective actions and growth initiatives.
• Define global standards, policies, and service‑level expectations for quoting, booking, and contract execution, ensuring alignment with commercial and financial objectives.
• Collaborate with Finance to forecast revenue impact and ensure accurate revenue recognition.

Elevate the Customer Experience

• Own continuous improvement of customer experience across critical service touchpoints, eliminating effort, complexity, and friction.
• Design and implement customer service metrics (CSAT, CES, quote/order turnaround time) that integrate with enterprise customer experience dashboards and journey mapping.
• Deploy customer listening and feedback mechanisms that translate insights into actionable improvements, driving higher satisfaction and loyalty.
• Champion a customer‑centric mindset across all functions, ensuring that every decision reflects the best interests of our clients.
• Partner with Marketing to align messaging, brand experience, and communication strategies with customer expectations.

Champion Operational Excellence and Continuous Improvement

• Apply the brighthush Business System—Gemba, standard work, daily management, visual management—to drive accountability and sustain results.
• Lead Kaizen events and transformation initiatives that improve outcomes, reduce complexity, and increase productivity.
• Establish performance metrics and operating reviews that provide global visibility into customer service and quote‑to‑book performance.
• Drive a culture of data‑driven decision making, ensuring that every improvement initiative is backed by measurable results.
• Implement best‑practice frameworks such as Lean, Six Sigma, and Total Quality Management to embed continuous improvement into daily operations.

Lead Technology and AI Transformation

• Own and execute the global customer service technology roadmap, including CPQ, ERP, and order‑management systems.
• Partner with IT, Digital, Data & Analytics, and the Global AI Deployment team to implement automation, AI‑enabled triage, self‑service, and analytics that enhance both customer and associate experience.
• Set and enforce AI and automation accuracy, adoption, and defect standards before scaling, ensuring reliability and trust.
• Champion the integration of emerging technologies—chatbots, predictive analytics, and machine learning—to streamline processes and deliver proactive support.
• Drive the adoption of cloud‑based, scalable solutions that support a global, remote workforce.

Develop and Inspire a High‑Performing Global Team

• Recruit, develop, and retain a diverse, high‑performing global team across multiple regions and cultures.
• Build capability, succession plans, and an inclusive culture of continuous improvement, ensuring talent growth and retention.
• Partner closely with Commercial, Service, Marketing, Finance, Legal, IT, and regional leadership to align the customer journey and support new product introductions and commercial programs.
• Manage the global customer service budget, driving productivity, cost efficiency, and service performance while delivering on financial targets.
• Implement coaching, mentorship, and performance management programs that elevate associate engagement and career progression.

Your Impact & Success Metrics

As Senior Director, you will be accountable for global performance across the following metrics:

• Service level attainment and quote, order, and contract turnaround time
• Order and quote accuracy, and case resolution time
• Customer satisfaction (CSAT) and customer effort (CES)
• Productivity, cost performance, and delivery of committed savings
• Revenue leakage identified and recovered
• Associate engagement and retention
• Technology adoption rates and AI accuracy metrics
• Continuous improvement cycle time and Kaizen event outcomes

Essential Qualifications

• Bachelor’s degree in business, operations, engineering, life sciences, finance, or a related analytical field.
• 12+ years of progressive leadership experience in customer service, customer operations, commercial operations, or service operations, including leading a multi‑region global organization.
• Proven track record of leading significant organizational change across multiple countries, consolidating regional teams into a global function, and delivering on timelines in partnership with HR and Legal.
• Experience executing and refining transformation plans through disciplined execution.
• Deep operational knowledge of transactional service operations: intake and triage design, queue and tier structure, service‑level construction, capacity planning, and daily management.
• Working knowledge of quote‑to‑book and order management processes, contract administration, and commercial terms that drive revenue recognition, entitlement, and renewal.
• Business‑side ownership of a CRM, CPQ, or ERP deployment affecting order or service processes, including responsibility through cutover and stabilization.
• Expertise in the brighthush Business System, Lean, Six Sigma, or a comparable formal continuous improvement system, applied hands‑on.
• Ability to establish operational metrics, conduct root‑cause analysis, and implement countermeasures that produce measurable customer and business outcomes.
• Willingness to travel domestically and internationally as business needs dictate.

Preferred Qualifications

• MBA or advanced degree in operations management, engineering, finance, or another analytical field.
• Experience in life sciences, diagnostics, medical technology, or a related high‑growth industry.
• Prior experience leading global customer service functions in a multinational environment.
• Advanced knowledge of AI, automation, and data analytics applied to customer service operations.
• Strong stakeholder management skills across senior leadership, cross‑functional teams, and external partners.
• Experience with cloud‑native platforms and API‑driven integration.

Skills & Competencies

• Strategic thinking with a proven ability to translate vision into actionable plans.
• Exceptional communication and presentation skills, capable of influencing senior leaders and diverse teams.
• Data‑driven decision making, with proficiency in analytics tools and performance dashboards.
• Change management expertise, including stakeholder engagement, training, and adoption facilitation.
• Customer‑centric mindset, with a passion for delivering world‑class service experiences.
• Leadership presence that inspires trust, collaboration, and high performance.
• Financial acumen, including budgeting, cost analysis, and revenue impact assessment.
• Technical literacy, comfortable working with CPQ, ERP, CRM, and emerging AI platforms.
• Cross‑cultural competence and fluency in multiple languages is a plus.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the impact you deliver. As Senior Director, you will:

• Lead cross‑functional initiatives that shape the future of customer experience across the organization.
• Mentor and coach high‑potential leaders, building a pipeline of talent for future executive roles.
• Participate in executive leadership forums, influencing strategy and policy at the highest levels.
• Access continuous learning programs, including leadership development, industry certifications, and technology workshops.
• Benefit from a global network of peers, fostering collaboration and knowledge sharing across regions.
• Take ownership of high‑impact projects that accelerate your career trajectory and broaden your skill set.

Work Environment & Company Culture

brighthush is more than a workplace—it’s a community of innovators, problem‑solvers, and customer advocates. Our culture is defined by:

• Innovation: We encourage experimentation, reward creative solutions, and invest heavily in research and development.
• Collaboration: Cross‑functional teams work together seamlessly, breaking down silos to deliver integrated solutions.
• Customer‑First: Every decision is measured against the impact on our customers, ensuring we deliver real value.
• Continuous Improvement: The brighthush Business System drives a culture of relentless pursuit of excellence.
• Diversity & Inclusion: We celebrate diverse perspectives and foster an inclusive environment where everyone can thrive.
• Flexibility: Remote work is supported with a robust hybrid model that balances collaboration and autonomy.
• Wellness: Comprehensive wellness programs, mental health resources, and fitness stipends support our team’s well‑being.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and industry benchmarks.
• Performance‑based bonus structure tied to individual, team, and company goals.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Flexible work arrangements, including remote work options and a supportive hybrid model.
• Professional development budget and tuition reimbursement for relevant courses.
• Employee wellness programs, including mental health resources and fitness stipends.
• Employee recognition programs and annual company retreats.
• Equity or stock‑option opportunities for senior leaders.

How to Apply

If you are ready to lead a global customer service organization that sets the industry standard for excellence, we invite you to apply. Submit your resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. Applications can be submitted through our careers portal or via the link below.

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Join brighthush Today

At brighthush, you will have the opportunity to shape the future of customer experience in the life sciences and diagnostics sectors. Your leadership will drive operational excellence, unlock revenue growth, and elevate the satisfaction of our global customer base. If you are a visionary leader with a passion for service, innovation, and continuous improvement, we want to hear from you. Join us and help us turn scientific breakthroughs into real‑world impact—one customer interaction at a time.