Senior Executive Relations Specialist – Strategic Customer & Regulatory Interaction Management, Root Cause Analysis, Litigation Support, Continuous Improvement, and Stakeholder Advocacy – Championing Member Experience and Brand Integrity at brighthush

About brighthush

brighthush is not just a telecom provider; it is a bold movement redefining how people connect in the digital age. As the first fully digital wireless carrier in the United States, we eliminated physical stores, call centers, and paper bills, passing real savings directly to our members. Our mission is simple yet ambitious: to make wireless accessible, affordable, and inclusive for everyone. By blending the agility of a startup with the resources of a global enterprise, we create an environment where innovation thrives and every team member’s voice matters.

Why brighthush is a Game‑Changer

At brighthush, you’ll join a community of forward‑thinkers who challenge the status quo. Our culture is built on authenticity, collaboration, and a relentless focus on delivering the best member experience. Recognized as a “Best Telecom Brand” and a finalist in the “Most Innovative Companies” list, brighthush offers a platform where your ideas can shape the future of wireless. If you thrive in an entrepreneurial setting, love solving complex problems, and want to make a tangible impact on millions of lives, you’ll find a home here.

Position Overview

The Senior Executive Relations Specialist is the frontline advocate for brighthush’s most sensitive and high‑profile customer and regulatory interactions. You will represent brighthush in consumer litigation, regulatory inquiries, and executive‑level escalations, ensuring that every member’s voice is heard and every business objective is met. Your role blends legal acumen, data‑driven insight, and cross‑functional collaboration to protect our brand, employees, and operations while driving continuous improvement.

Key Responsibilities

• Executive & Regulatory Liaison: Act as the primary point of contact for senior leadership, government agencies, and external stakeholders on complex matters, translating technical details into clear, actionable communication.
• Litigation & Compliance Support: Represent brighthush in consumer litigation and other court proceedings, working closely with our legal team to develop strategies, craft responses, and manage case documentation.
• Root Cause & Trend Analysis: Analyze complaint data, promotional feedback, and network trends to identify systemic issues, develop root‑cause reports, and recommend actionable improvements that reduce recurrence.
• Escalation Management: Resolve inbound cases from phone, email, executive channels, and government agencies, de‑escalating conflicts, negotiating solutions, and ensuring timely resolution.
• Cross‑Functional Collaboration: Partner with PR, Legal, Engineering, Product, and Vendor teams to resolve high‑impact complaints, implement process enhancements, and align on risk mitigation strategies.
• Knowledge Management: Maintain deep product knowledge, contribute to internal knowledge bases, and share insights globally to reduce future escalations and empower frontline teams.
• Project & Case Management: Use case and project management tools to self‑manage workload, set milestones, and meet all pre‑established timelines while maintaining high quality under pressure.
• Media & Public Relations: Handle high‑visibility complaints from media outlets and social influencers, ensuring swift resolution and minimal brand impact, and coordinate with the PR team on messaging.
• Small Claims & Arbitration: Manage all small claims court cases from initiation to resolution, negotiating settlements to protect brighthush’s financial interests and ensuring compliance with regulatory requirements.
• Continuous Improvement: Identify workflow gaps, propose coaching opportunities, and drive operational changes that elevate the member experience and reduce escalation frequency.

Essential Qualifications

• Bachelor’s degree or equivalent work experience (minimum 4 years). A strong academic foundation or proven experience in a related field demonstrates your ability to handle complex responsibilities.
• At least 3 years of experience in a customer service or executive relations role. You have a track record of managing high‑stakes interactions and delivering results.
• Proven track record of resolving complex complaints and minimizing conflict. Your past successes illustrate your problem‑solving and negotiation skills.
• Strong written and verbal communication skills. You can craft clear, concise business correspondence and present findings to senior stakeholders.
• Excellent problem‑solving and decision‑making abilities. You view challenges holistically, balancing member needs with business objectives.
• Proficiency in multiple CRM and collaboration platforms (e.g., Salesforce, Zendesk, Slack). You can navigate and leverage technology to streamline processes.
• Ability to multi‑task across projects, meet deadlines, and maintain high quality under pressure. You thrive in a fast‑moving environment and keep your focus on outcomes.

Preferred Qualifications

• Experience handling BBB, FCC, or Attorney General complaints. You understand the regulatory landscape and can navigate complex compliance issues.
• Background in business letter writing and formal communication. You can draft professional correspondence that meets legal and regulatory standards.
• Project collaboration experience across cross‑channel teams. You have led initiatives that required coordination between multiple departments.
• Knowledge of root‑cause analysis techniques and account‑level issue resolution. You can apply structured methodologies to uncover underlying problems.
• Prior exposure to media relations or social media crisis management. You can manage brand reputation during high‑visibility incidents.
• Experience with small claims court processes and arbitration negotiations. You understand the nuances of low‑value litigation and can negotiate settlements effectively.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for members and a passion for delivering exceptional service.
• Analytical Thinking: Ability to interpret data, spot trends, and translate findings into actionable strategies.
• Stakeholder Management: Skilled at building relationships with internal teams, vendors, and external partners.
• Adaptability: Comfortable navigating a fast‑moving environment with evolving business priorities.
• Leadership Presence: Confidence to represent brighthush at the highest levels, including senior leadership and regulatory bodies.
• Collaboration: Proven ability to work effectively across departments and influence change.
• Attention to Detail: Meticulous record‑keeping and documentation to ensure compliance and consistency.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day tasks.
• Resilience: Capacity to handle high‑pressure situations with composure and professionalism.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our business. You’ll have access to:

• Structured mentorship programs with senior executives, offering guidance and career coaching.
• Regular training on product updates, regulatory changes, and industry best practices to keep you at the forefront of the telecom landscape.
• Cross‑functional projects that broaden your skill set and expose you to new business areas, such as product development, data analytics, and regulatory strategy.
• Leadership development tracks for high‑potential talent, including workshops, coaching, and stretch assignments.
• Opportunities to contribute to company‑wide initiatives such as diversity & inclusion, sustainability, and community outreach, amplifying your impact beyond your immediate role.
• Access to an unlimited learning budget for courses, certifications, and conferences, ensuring you can pursue professional growth on your own terms.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of in‑person collaboration. You’ll work from your home office, with occasional on‑site training and team meetings. At brighthush, we celebrate diversity, foster belonging, and empower every employee to bring their authentic self to work. Our culture is built on:

• Innovation: Encouraging experimentation and rewarding bold ideas that drive the industry forward.
• Collaboration: Breaking down silos to solve problems together and share knowledge across teams.
• Transparency: Open communication from the top down, ensuring everyone understands the company’s vision and goals.
• Well‑being: Comprehensive health benefits, mental health resources, and flexible schedules to support work‑life balance.
• Community: Volunteer programs, member‑focused initiatives, and global impact projects that give back to the communities we serve.

Compensation & Perks

While specific figures vary by location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity options to share in the company’s success.
• Health, dental, and vision insurance for you and your family.
• 401(k) plan with company match to help you plan for the future.
• Generous paid time off, including vacation, sick leave, and personal days.
• Unlimited learning budget for courses, certifications, and conferences to support continuous growth.
• Employee wellness programs, including gym memberships, mindfulness sessions, and health coaching.
• Flexible work arrangements and remote‑friendly policies that respect your personal and professional commitments.

How to Apply

If you’re ready to take on a role that blends customer advocacy, regulatory compliance, and strategic impact, we’d love to hear from you. Bring your passion for service, your analytical mindset, and your drive to innovate. Apply today and help shape the future of wireless at brighthush.