Senior Global Customer Experience & Service Operations Manager – Remote Leadership, Process Innovation, B2B Excellence, and Strategic Growth at brighthush

About brighthush

brighthush is a trailblazer in the parcel‑delivery ecosystem, redefining how businesses and consumers connect through a data‑driven, price‑comparison platform that attracts more than 5 million visitors each year. With a fully remote workforce of 120 talented professionals spread across every continent, brighthush thrives on optimisation, automation, and relentless improvement. In 2026 we launched brighthush Pro, a next‑generation Transport Management Solution (TMS) that empowers retailers to ship on their own carrier accounts while managing every logistics touchpoint through our unified platform. As we expand into the US and Europe, our focus is shifting from a balanced consumer‑business mix to a larger B2B and enterprise clientele, creating exciting new challenges and opportunities for growth.

Why Join brighthush?

At brighthush you’ll be part of a fast‑scaling, highly innovative tech ecosystem that values data‑driven decisions, cross‑functional collaboration, and a relentless pursuit of customer delight. Our remote‑first culture means no daily commute, no office politics, and the freedom to work from anywhere while staying connected to a vibrant, global team. We champion professional development, offer competitive compensation, and provide a comprehensive benefits package that supports your health, well‑being, and future.

Role Overview

We are seeking an experienced Senior Global Customer Experience & Service Operations Manager to lead our growing team of team leaders and a 50‑strong remote customer service squad. You will be the linchpin that drives service quality, aligns cross‑departmental initiatives, and elevates the experience for both consumer and business customers as we scale internationally. This is a high‑pressure, high‑impact role that requires decisive leadership, sharp analytical thinking, and a passion for continuous improvement.

Key Responsibilities

• Team Leadership & Development: Manage and mentor a network of team leaders who oversee a 50‑person remote customer service team. Set clear performance expectations, foster a culture of accountability, and champion professional growth.
• Cross‑Department Collaboration: Partner closely with Customer Experience, QA, Product, Marketing, and Technology teams to optimise the customer journey, streamline processes, and implement automation initiatives.
• Customer Feedback & Insight: Lead the collection and analysis of customer feedback (surveys, reviews, NPS) to identify pain points and opportunities for service enhancement.
• Service Quality & Metrics: Track, analyse, and improve key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Translate data into actionable improvement plans.
• Communication Strategy: Design and execute communication plans that keep customers informed about delivery updates, service disruptions, and issue resolutions across all channels.
• Innovation & Process Improvement: Identify and champion new tools, services, or processes that elevate the customer experience. Work with relevant stakeholders to bring these initiatives to life.
• Vendor & Partner Relations: Liaise with courier partners to ensure service levels meet or exceed customer expectations and align with brighthush’s quality standards.
• Education & Self‑Service: Support the creation of educational content (how‑to guides, FAQs) that empowers customers to resolve issues independently, reducing support volume.
• Data Governance: Ensure that all customer data is captured, stored, and analysed in compliance with global privacy regulations and brighthush’s internal data governance policies.
• Strategic Planning: Contribute to the long‑term service strategy, including capacity planning, technology roadmaps, and budget forecasting.

Essential Qualifications

• Minimum 10 years of customer service experience, with at least 7 years in a managerial capacity overseeing large teams (40–50+ direct reports).
• Proven track record of thriving in fast‑paced, high‑volume, high‑pressure environments.
• Strong decision‑making skills, with the ability to make rapid, well‑judged calls under tight deadlines.
• Demonstrated success in process optimisation, automation, or continuous improvement projects.
• Excellent written and verbal communication skills in fluent English.
• High typing speed (≥ 40 wpm) and proficiency with customer service platforms.
• Diplomatic approach to handling customer queries and escalations.
• Experience managing remote teams across multiple time zones.

Preferred Qualifications

• Experience serving both consumer and business customers, with a deep understanding of B2B expectations.
• Background in parcel delivery, logistics, or e‑commerce sectors.
• Knowledge of TMS or SaaS product environments.
• Experience with data‑driven performance dashboards and KPI reporting.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing teams.
• Strategic Thinking: Visionary mindset to align service operations with business objectives.
• Analytical Acumen: Data‑driven decision making, with strong proficiency in performance metrics.
• Collaboration & Influence: Comfortable working across departments and influencing stakeholders at all levels.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences to diverse customer segments.
• Technical Proficiency: Familiarity with CRM, ticketing, and analytics tools.
• Adaptability: Thrives in a dynamic, evolving environment.
• Project Management: Proven ability to lead cross‑functional projects from conception to execution.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our business. You will have the chance to:

• Shape the future of our global customer service strategy and influence product roadmaps.
• Lead cross‑functional initiatives that span product, technology, and marketing.
• Mentor and develop the next generation of leaders within the organization.
• Participate in executive‑level strategy sessions and contribute to high‑impact decisions.
• Access continuous learning resources, including industry conferences, certifications, and internal training programs.
• Take ownership of innovation projects that directly impact millions of customers worldwide.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere while staying connected through regular virtual huddles, collaborative tools, and a culture that values transparency and inclusivity. We celebrate diversity, encourage innovation, and reward initiative. At brighthush, you’ll find a supportive community that balances autonomy with teamwork, ensuring you can deliver your best work while enjoying a healthy work‑life balance.

Compensation & Benefits

We offer a competitive base salary commensurate with experience, complemented by performance‑based bonuses that reward your impact on service excellence. Our benefits package includes:

• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Flexible paid time off and paid parental leave.
• Wellness stipend and mental‑health resources.
• Professional development budget and access to industry‑leading training.
• Regular virtual team‑building events and occasional in‑person retreats.
• Technology stipend to support your home‑office setup.

Ready to Make an Impact?

If you are a seasoned customer service leader with a passion for innovation, a knack for data‑driven improvement, and a desire to shape the future of a global tech company, we want to hear from you. Join brighthush and help us deliver world‑class service to millions of customers while building a career that grows with us.

Apply today and become a pivotal part of brighthush’s journey to redefine parcel delivery and customer experience worldwide.