Senior Director of Global Customer Service Operations – Remote (USA) – Championing Strategic Customer Experience, Revenue Enablement, and Operational Excellence at brighthush

About brighthush

brighthush is a trailblazer in the life sciences, diagnostics, and biotechnology arena, delivering cutting‑edge analytical solutions that empower researchers, clinicians, and industry leaders worldwide. With a legacy spanning more than five decades, we translate scientific insight into tangible impact—saving lives, advancing research, and improving quality of life. Our culture is built on belonging, continuous improvement, and a relentless pursuit of excellence. As we expand our global footprint, we are looking for a visionary Senior Director of Global Customer Service Operations to lead our worldwide customer service organization and redefine the way we engage with customers.

Why Join brighthush?

• Impactful Mission: Your work will directly influence the success of scientists and healthcare professionals who rely on our cutting‑edge instruments and services.
• Global Reach: Operate across the Americas, EMEA, and JKOSEA, collaborating with diverse teams and customers in multiple time zones.
• Innovation‑Driven: Leverage AI, automation, and advanced analytics to streamline processes and elevate customer experience.
• Career Growth: Access to leadership development programs, cross‑functional projects, and a clear path to executive roles.
• Inclusive Culture: A workplace that values diverse perspectives, fosters belonging, and encourages continuous learning.
• Competitive Compensation & Benefits: Base salary, performance bonuses, comprehensive health plans, 401(k) matching, paid time off, and flexible remote work options.

Role Overview

As the Senior Director, you will own the end‑to‑end customer service experience, ensuring seamless quote‑to‑book operations, contract administration, and revenue enablement. Your strategic vision will shape the global operating model, drive operational excellence, and unlock growth opportunities. You will partner with senior leaders across commercial, finance, legal, and technology to align the customer journey and support new product launches.

Key Responsibilities

• Strategic Leadership: Partner with the SVP of Global Commercial Operations and the VP of Operational Excellence & AI to define a multi‑year strategy for customer service excellence.
• Global Operating Model: Design, implement, and continuously refine a unified customer service operating model that aligns with brighthush’s global standards.
• Process Ownership: Lead the full quote‑to‑book lifecycle—customer inquiries, order management, quoting, booking, service and sales administration, and contract administration.
• Performance Management: Establish and monitor service level agreements (SLAs), turnaround times, accuracy metrics, and customer satisfaction scores (CSAT, CES).
• Revenue Enablement: Identify and recover revenue leakage, manage contract terms, entitlements, renewals, and ensure compliance with revenue recognition policies.
• Operational Excellence: Apply the brighthush Business System—Gemba walks, standard work, visual management—to drive continuous improvement and Kaizen initiatives.
• Technology & AI Roadmap: Own the global technology transformation agenda, including CPQ, ERP, order‑management systems, and AI‑enabled triage and self‑service tools.
• People Leadership: Build, develop, and retain a high‑performing global team, fostering a culture of accountability, inclusion, and professional growth.
• Cross‑Functional Collaboration: Partner with Commercial, Service, Marketing, Finance, Legal, IT, and regional leaders to align the customer journey and support new product launches.
• Budget Stewardship: Manage the global customer service budget, driving productivity, cost efficiency, and delivering committed savings.

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, commercial operations, or service operations, with a track record of managing multi‑region global teams.
• Demonstrated success in leading large‑scale organizational change, including consolidation of regional functions into a global model.
• Deep expertise in transactional service operations—intake design, queue management, tier structures, capacity planning, and daily management.
• Hands‑on experience with quote‑to‑book, order management, and contract administration processes, including revenue recognition and entitlement management.
• Proven ownership of CRM, CPQ, or ERP deployments that impacted order or service processes, from cutover to stabilization.
• Strong knowledge of the brighthush Business System (Lean, Six Sigma, or comparable continuous improvement frameworks) applied in a hands‑on manner.
• Ability to establish operational metrics, conduct root‑cause analysis, and implement countermeasures that deliver measurable business outcomes.
• Willingness to travel domestically and internationally as business needs dictate.

Preferred Qualifications

• MBA or advanced degree in Operations Management, Engineering, Finance, or a related analytical discipline.
• Experience in regulated, capital‑equipment or service environments where compliance and quality are paramount.
• Proficiency in advanced analytics tools (e.g., Tableau, Power BI) and data‑driven decision making.
• Experience managing global teams across multiple time zones and cultures.
• Strong stakeholder management skills with the ability to influence senior executives and cross‑functional partners.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Excellence & Continuous Improvement
• Financial Acumen & Budget Management
• Change Management & Transformation Leadership
• Data‑Driven Decision Making & Analytics
• Customer‑Centric Mindset & Relationship Building
• Cross‑Functional Collaboration & Influence
• Talent Development & Team Building
• Communication & Presentation Skills
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Director, you will:

• Participate in executive‑level leadership development programs that sharpen strategic, financial, and operational skills.
• Lead cross‑functional initiatives that span commercial, finance, legal, and technology, providing exposure to the full spectrum of business operations.
• Mentor and coach high‑potential leaders, fostering a culture of continuous learning and professional advancement.
• Engage in global conferences, industry forums, and thought‑leadership events to stay at the forefront of customer service innovation.
• Contribute to brighthush’s strategic roadmap, positioning yourself for future executive roles within the organization.

Work Environment & Culture

brighthush thrives on a culture that celebrates diversity, inclusion, and belonging. Our remote‑first approach empowers you to work from anywhere in the United States while staying connected to a global team. We value:

• Open communication and transparency across all levels.
• Collaborative problem‑solving and knowledge sharing.
• Recognition of individual and team achievements.
• Work‑life balance, supported by flexible schedules and generous paid time off.
• Continuous learning through internal workshops, external courses, and certifications.

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 industry standards.
• Performance‑based bonuses tied to individual, team, and company objectives.
• Comprehensive health, dental, and vision plans.
• 401(k) plan with company matching.
• Paid time off, holidays, and flexible remote work options.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness stipends.
• Employee stock purchase plan and equity opportunities for senior leaders.

How to Apply

Ready to lead the next chapter of customer service excellence at brighthush? Submit your resume and a cover letter detailing your experience in global customer service operations, revenue enablement, and transformational leadership. Highlight specific achievements that demonstrate your ability to drive operational excellence and deliver measurable business outcomes.

Closing

As Senior Director of Global Customer Service Operations, you will be at the forefront of shaping how brighthush delivers unparalleled value to our customers worldwide. If you are a strategic thinker, a data‑driven leader, and a passionate advocate for customer success, we invite you to join our mission‑driven team. Together, we will transform scientific discovery and healthcare delivery, one customer interaction at a time.