Senior Director of Omni‑Channel Customer Experience – Leading Global Phone, Email, and Chat Operations for brighthush’s FinTech Innovation Platform

About brighthush

brighthush is a trailblazer in the financial technology arena, redefining how modern enterprises manage every dollar they spend. By embedding intelligent automation directly into the transaction flow, we empower organizations to streamline payments, mitigate risk, categorize spend, and close their books with unprecedented speed and accuracy. Our platform powers over $200 B in annualized spend across more than 70,000 companies worldwide, delivering measurable savings and revenue growth that far outpace traditional finance solutions.

We believe that every ambitious company deserves the same level of financial clarity and control. Our culture is built on high agency, rapid execution, and a relentless focus on building systems that scale with our customers’ growth. If you’re passionate about shaping the future of finance and want to build solutions that directly influence how businesses move and manage billions of dollars, brighthush is the place for you.

Why This Role Matters

Our customer base is expanding at a record pace, and with that growth comes a broader product portfolio—from corporate cards and expense management to bill payments, procurement, vendor management, accounting automation, and emerging AI‑powered tools. As the volume and complexity of customer interactions grow, so does the need for a world‑class omni‑channel experience that delivers consistent, high‑quality support across Phone, Email, and Chat.

In this role, you will be the linchpin that ensures our 24/7 customer operations run smoothly, our teams are empowered, and our customers receive the right answer—fast. You will shape the future of CX at brighthush, turning frontline insights into product improvements, automation opportunities, and a culture of continuous learning.

Key Responsibilities

Channel Execution & Performance

• Own day‑to‑day execution for Phone, Email, and Chat teams, ensuring service levels, quality, and productivity meet or exceed company standards.
• Analyze performance metrics, identify bottlenecks, and implement data‑driven improvements that elevate customer satisfaction scores.
• Serve as the escalation point for high‑priority customer and internal issues, applying sound judgment and urgency to resolve complex problems.
• Develop and maintain a robust forecasting model that aligns staffing, technology, and budget with projected customer demand.
• Champion a culture of continuous improvement by instituting regular post‑mortem reviews and knowledge‑sharing sessions.

Leadership & Talent Development

• Coach and mentor channel managers, setting clear expectations, building accountability, and fostering a culture of ownership and continuous improvement.
• Develop high‑performing frontline teams by providing targeted training, career pathing, and recognition programs that align with brighthush’s values.
• Champion a feedback loop that captures insights from agents, customers, and product teams to inform future hiring and skill‑gap initiatives.
• Implement a mentorship program that pairs senior agents with new hires to accelerate onboarding and knowledge transfer.
• Lead diversity and inclusion initiatives within the CX organization, ensuring equitable opportunities for growth and advancement.

Process & Tooling Innovation

• Collaborate with CX Operations, CX Specialized teams, AI Ops, Product Operations, Engineering, and Risk to refine workflows, automate repetitive tasks, and eliminate cross‑channel friction.
• Lead the design and rollout of AI‑enabled routing, knowledge base enhancements, and self‑service tools that empower agents and customers alike.
• Challenge existing operating models, testing new approaches, and driving change management to keep our CX organization agile and future‑ready.
• Oversee the integration of emerging technologies such as conversational AI, sentiment analysis, and predictive analytics into the customer journey.
• Ensure all tooling and process changes comply with regulatory standards and internal security protocols.

Strategic Vision & Execution

• Translate departmental priorities and new business initiatives into actionable channel plans, ensuring alignment with brighthush’s growth strategy.
• Define the AI‑powered future of CX, outlining how managers lead, how frontline teams use automation, and where human judgment remains essential.
• Measure success through a balanced scorecard of customer satisfaction, agent productivity, cost efficiency, and innovation adoption.
• Present quarterly CX performance reports to executive leadership, highlighting key insights, risks, and opportunities.
• Drive cross‑functional projects that influence product development, AI strategy, and global expansion.

Essential Qualifications

• Minimum 5 years of experience leading large, complex operational teams in a fast‑paced environment.
• Proven track record of improving customer‑facing operations through rigorous analysis, strategic problem solving, and disciplined execution.
• Exceptional learning agility—able to absorb new domains quickly, navigate ambiguity, and build structure without waiting for perfect information.
• Strong written and verbal communication skills, with the ability to align cross‑functional stakeholders around difficult decisions.
• Hands‑on experience with AI, automation, or workflow tooling that transforms customer and team experiences.
• Empathetic, direct leadership style that develops people while holding a high bar for performance, quality, and ownership.
• Experience managing 24/7 global customer support operations, including shift planning, workforce management, and SLA compliance.
• Proficiency in CRM platforms (e.g., brighthush), ticketing systems, and analytics tools (e.g., brighthush).

Preferred (Nice to Have) Experience

• Leadership across multiple customer‑facing channels (Phone, Email, Chat, or other real‑time and asynchronous support).
• Background in FinTech, financial services, or another highly regulated environment.
• Experience partnering with product, engineering, or tooling teams to improve customer workflows across multiple functions.
• Track record of scaling customer operations at a high‑growth startup.
• Knowledge of regulatory compliance frameworks such as PCI‑DSS, SOX, or GDPR.

Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Operational excellence—expertise in designing scalable processes and metrics.
• Change management—ability to lead teams through transformation with minimal disruption.
• Customer empathy—deep understanding of the customer journey and pain points.
• Technology fluency—comfort with CRM, ticketing systems, AI platforms, and analytics tools.
• Collaboration—proven ability to work cross‑functionally with product, engineering, risk, and finance.
• Leadership presence—confidence in influencing senior stakeholders and driving consensus.
• Project management—skill in prioritizing initiatives, managing timelines, and delivering results.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by impact, not tenure. As a senior leader, you will:

• Shape the strategic direction of CX across the entire organization.
• Mentor the next generation of CX leaders, creating a legacy of high‑performance teams.
• Lead cross‑functional initiatives that influence product development, AI strategy, and global expansion.
• Participate in executive‑level discussions, ensuring the voice of the customer is heard at the highest levels.
• Own a portfolio of high‑impact projects that directly contribute to brighthush’s growth and profitability.

We invest heavily in professional development, offering access to industry conferences, leadership training, and a generous learning stipend. Whether you’re looking to deepen your expertise in AI, expand your product knowledge, or develop new managerial skills, brighthush provides the resources and support to help you grow.

Work Environment & Culture

brighthush is a vibrant, inclusive, and collaborative workplace where ideas are valued over titles. Our culture is built on:

• Ownership: Every team member is empowered to make decisions that impact the customer experience.
• Speed: We move fast, iterate quickly, and celebrate wins—both big and small.
• Transparency: Open communication channels keep everyone aligned and informed.
• Diversity & Inclusion: We celebrate diverse perspectives and foster an environment where everyone can thrive.
• Work‑Life Balance: Flexible PTO, remote work options, and wellness programs help you recharge.
• Innovation Hub: A culture that encourages experimentation, learning from failure, and rapid prototyping.
• Community Impact: Opportunities to contribute to open‑source projects and industry standards.

Compensation & Benefits

We offer a competitive total rewards package that reflects the value you bring to brighthush:

• Base salary range: $190,000–$260,000 (or $220,000–$290,000 for NYC and SF locations).
• Performance‑based bonuses tied to channel metrics and company growth.
• Equity options that give you a stake in brighthush’s future.
• Comprehensive health, dental, and vision coverage, including a 100% medical plan for U.S. employees.
• 401(k) plan with employer match.
• Paid parental leave, fertility HRA, pet insurance, and a generous wellness stipend.
• Flexible PTO, weekly coffee stipend, and a fully stocked office for in‑office employees.
• Relocation assistance for NYC and SF hires.
• Access to a global network of learning resources, mentorship programs, and career development plans.

How to Apply

If you’re ready to lead a high‑impact, omni‑channel customer experience team at a fast‑growing fintech, we want to hear from you. Bring your passion for customer success, your data‑driven mindset, and your ability to build and scale world‑class operations. Join brighthush and help us shape the future of finance, one dollar at a time.

Apply today and become part of a team that’s redefining how businesses manage their money.