Senior German‑Speaking Customer Operations Manager – AI‑Powered Travel Technology Champion, Global Impact Leader, Expert in Customer Success, Integration Excellence, and Innovation at brighthush

About brighthush

brighthush is more than a travel‑tech platform; it is a global movement that redefines how people discover, experience, and remember journeys. By marrying cutting‑edge artificial intelligence with a cloud‑native, micro‑services architecture, we empower tour operators, travel agencies, airlines, and destination managers to accelerate sales, streamline operations, and unlock new revenue streams. Our platform is trusted by partners across five continents, and our culture is built on curiosity, collaboration, and relentless innovation. At brighthush, we believe that every click, every booking, and every itinerary should feel effortless, intelligent, and unforgettable.

Why brighthush is the Place to Grow Your Career

• Remote‑First Flexibility: Work from any location in Europe and enjoy flexible hours that respect your personal rhythm.
• AI‑First Mindset: Leverage industry‑leading AI solutions such as Claude, Gemini, and brighthush’s own proprietary models to drive smarter decision‑making and faster problem resolution.
• Impact‑Driven Role: Own a portfolio of high‑value German‑speaking customers and directly influence their success from contract signing to steady‑state adoption.
• Clear Career Pathways: Benefit from mentorship, structured learning, and a transparent ladder that can lead to senior leadership positions.
• Culture of Innovation: Collaborate daily with product, engineering, and sales teams to shape the next generation of travel tech.
• Inclusive Community: Join a diverse, high‑performing team that celebrates different perspectives and rewards results.

Role Overview

As the Senior German‑Speaking Customer Operations Manager at brighthush, you will be the linchpin between our technology and our German‑speaking clientele. Your day‑to‑day responsibilities will blend project management, technical fluency, and customer advocacy to ensure seamless onboarding, integration, and ongoing support. You will champion the customer journey, turning complex challenges into opportunities for growth and satisfaction.

Key Responsibilities

• Customer Portfolio Leadership: Own a diverse set of accounts ranging from straightforward implementations to intricate, multi‑stakeholder engagements. Deliver end‑to‑end operational excellence and maintain a deep understanding of each customer’s business objectives.
• Strategic Onboarding & Implementation: Design, execute, and close end‑to‑end onboarding projects. Define scope, milestones, dependencies, and risk mitigation plans to ensure rapid, successful go‑live dates.
• Cross‑Functional Coordination: Lead multi‑phase rollouts across internal teams (Product, Engineering, Sales), external technical partners, suppliers, and customer IT departments. Serve as the single point of contact for all project stakeholders.
• Project Visibility & Escalation: Maintain transparent timelines, blockers, and decisions for stakeholders. Proactively identify risks and lead escalation processes to keep projects on track.
• Configuration & Integration Workshops: Facilitate workshops that configure product setups, including integrations with suppliers and third‑party systems. Translate business requirements into actionable technical specifications.
• Technical Liaison: Participate in technical conversations, bridging the gap between business needs and engineering solutions. Ensure that product features align with customer expectations.
• Hypercare & Adoption: Run hypercare post‑go‑live to guarantee a smooth transition into steady state. Monitor usage data, identify low engagement, and champion new features to drive adoption.
• Feedback Loop & Continuous Improvement: Capture customer feedback on bugs and functionality, transform it into actionable inputs for Product and Engineering, and close the loop with customers to demonstrate responsiveness.
• Support & Escalation Management: Provide L2+ support for complex issues requiring deep product knowledge or cross‑functional coordination. Resolve escalations swiftly to maintain high satisfaction.
• Operational Health Monitoring: Track portfolio health metrics, identify risks early, and collaborate with Account Management and Sales on renewal, expansion, and churn mitigation strategies.
• Process Improvement & Playbook Development: Document patterns, gaps, and workarounds. Contribute to standardizing and automating playbooks across the organization to increase efficiency and consistency.

Essential Qualifications

• 4+ years of experience in a customer‑facing role within B2B software (e.g., Delivery Manager, Implementation Manager, Customer Success Manager, Onboarding Manager, Technical Account Manager).
• Strong preference for candidates with a background as a Delivery Manager or Technical Project Manager, with proven experience running software projects that involve engineering teams, integrations, or APIs.
• Demonstrated track record of managing projects end‑to‑end: scoping, planning, managing dependencies and risks, and delivering on time with multiple stakeholders.
• Fluent in German and English, with the ability to tailor communication to diverse audiences, from executives to developers.
• Highly proactive mindset: anticipates problems and acts before being asked.
• Exceptional organizational skills: manages multiple customers and projects simultaneously without losing focus.
• Self‑sufficient in a remote environment, owning outcomes and knowing when to involve others.
• Curiosity and courage to explore unfamiliar territory.
• AI‑first attitude: already uses AI tools in daily work and is eager to push boundaries.

Preferred Qualifications (Nice to Have)

• Ability to bridge business and technical topics, handling a significant portion of technical conversations with engineers, partners, and customer IT teams (integrations, APIs, configurations).
• Experience building tools, automations, or workflows with AI.
• Background in the travel industry.
• Experience in consulting or professional services.

Skills & Competencies

• Project Management: Expertise in Agile and Waterfall methodologies, with a focus on delivering high‑quality outcomes on time.
• Technical Fluency: Comfortable with APIs, integrations, and cloud platforms; can translate technical jargon into business value.
• Customer Advocacy: Deep empathy for customer pain points and a passion for turning challenges into opportunities.
• Communication: Clear, concise, and persuasive communication across all levels, from executives to developers.
• Data‑Driven Decision Making: Ability to analyze usage metrics, identify trends, and recommend data‑backed improvements.
• Collaboration: Proven ability to work effectively with cross‑functional teams in a fast‑paced environment.
• Adaptability: Thrives in a dynamic, evolving landscape, quickly learning new tools and processes.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Operations Manager, you’ll have the chance to:

• Progress to a Director of Customer Success or Customer Operations role.
• Lead cross‑functional initiatives that shape product strategy and customer experience.
• Mentor junior team members and share best practices across the organization.
• Participate in industry conferences, webinars, and internal knowledge‑sharing sessions.
• Access continuous learning resources, including AI training, project management certifications, and travel industry insights.

Work Environment & Culture

Our culture is built on four pillars: Innovation, Collaboration, Accountability, and Fun. We celebrate diverse perspectives, encourage experimentation, and reward results. Whether you’re working from home or in one of our Lisbon or Zurich offices, you’ll find a supportive community that values work‑life balance and personal growth.

Compensation, Perks, and Benefits

• Competitive salary commensurate with experience and market standards.
• Fully remote setup with flexible hours.
• State‑of‑the‑art equipment and a yearly home‑office voucher for retail partners.
• Discounts on travel itineraries booked through our platform, plus yearly top‑ups.
• Birthday off and additional holidays for each year of service.
• Access to advanced AI tooling and expertise.
• Team events, regular in‑person get‑togethers, and a vibrant social calendar.
• Opportunities for career development, mentorship, and learning.
• Inclusive, supportive, and high‑performing team of rockstar colleagues.

How to Apply

Ready to take the next step in your career and help shape the future of travel tech? Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. We look forward to learning how your experience and passion align with our mission.

Closing Statement

At brighthush, we’re on a mission to transform travel through technology and AI. If you’re a German‑speaking professional who thrives on delivering exceptional customer experiences, loves tackling technical challenges, and is eager to grow in a fast‑paced, AI‑first environment, we want to hear from you. Join us and be part of a team that’s redefining the industry, one customer success story at a time.