Senior Global Customer Experience Transformation Lead – AI‑Powered Automation & Lean Six Sigma Champion Driving Cross‑Continental Service Excellence, Innovation & Customer‑Centric Growth at brighthush

About brighthush

brighthush is more than a life‑science company; it is a global catalyst for discovery, a trusted partner for clinicians, and a steadfast ally for researchers worldwide. With a presence in over 30 countries, we design and deliver cutting‑edge diagnostics, research reagents, and analytical instruments that accelerate scientific breakthroughs and improve patient outcomes. From high‑throughput screening platforms to next‑generation sequencing systems, every product we develop is engineered for precision, reliability, and ease of use.

Our mission is simple yet profound: to empower the scientific community with the tools and support they need to push the boundaries of knowledge. At the heart of that mission lies an unwavering commitment to exceptional service. Every interaction—whether a lab technician troubleshooting a reagent, a clinician seeking support for a diagnostic kit, or a regulatory specialist navigating compliance—must reflect the same level of excellence that defines our products. As we expand our global footprint, we are looking for a visionary leader to spearhead the evolution of our customer service processes, ensuring that every touchpoint delivers value, speed, and reliability.

Why This Role Matters

In an industry where precision, speed, and trust are paramount, the Global Customer Experience Transformation Lead becomes the linchpin that aligns strategy, technology, and people across continents. By integrating AI, refining operational workflows, and embedding Lean/Six Sigma principles, you will create a scalable, responsive, and data‑driven service ecosystem that supports our diverse customer base—from academic research labs to clinical diagnostics centers.

As the face of customer experience at brighthush, you will shape the future of how we interact with the scientific community, ensuring that our service delivery not only meets but exceeds the expectations of a rapidly evolving market.

Key Responsibilities

• Strategic Leadership: Articulate and champion a bold vision for global customer service excellence that aligns with brighthush’s growth objectives and market positioning.
• Process Design & Optimization: Lead the end‑to‑end redesign of customer service processes, integrating Lean, Six Sigma, and AI‑powered automation to reduce cycle times, eliminate waste, and elevate quality.
• Change Management: Drive organizational change initiatives, ensuring smooth adoption of new tools, workflows, and cultural norms across multiple regions and functional teams.
• Training & Development: Design, develop, and deliver comprehensive training programs that equip customer service representatives, managers, and cross‑functional partners with the skills and knowledge needed to excel.
• Data‑Driven Decision Making: Build and maintain dashboards, KPIs, and reporting mechanisms that provide real‑time insights into service performance, customer satisfaction, and continuous improvement opportunities.
• Stakeholder Collaboration: Partner with product, engineering, sales, and compliance teams to ensure that customer feedback informs product development and regulatory compliance.
• Global Coordination: Harmonize service standards across North America, EMEA, APAC, and LATAM, respecting local regulations, languages, and cultural nuances.
• Technology Integration: Evaluate, select, and implement AI and machine‑learning solutions—such as chatbots, predictive analytics, and automated ticket routing—to enhance responsiveness and reduce manual effort.
• Risk & Compliance Management: Identify potential risks in service delivery, develop mitigation plans, and ensure adherence to industry regulations and internal policies.
• Continuous Improvement: Foster a culture of continuous improvement by encouraging experimentation, capturing lessons learned, and scaling successful initiatives.
• Cross‑Functional Leadership: Lead cross‑functional task forces that tackle complex service challenges, ensuring alignment between customer experience, product quality, and operational efficiency.
• Innovation Advocacy: Champion emerging technologies and process innovations that can transform customer interactions, from voice‑activated support to augmented reality troubleshooting guides.
• Performance Coaching: Mentor and coach regional service managers, providing guidance on best practices, performance metrics, and career development.
• Budget Stewardship: Manage the global customer service process improvement budget, ensuring optimal allocation of resources and ROI on technology investments.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field (Master’s degree preferred).
• 8–10+ years of progressive experience in global customer service operations, preferably within the life‑sciences or high‑tech manufacturing sector.
• Proven track record of leading large‑scale process transformation projects using Lean and Six Sigma methodologies.
• Strong understanding of AI/ML technologies and their application to customer service workflows.
• Demonstrated ability to design and implement scalable training programs for diverse, multi‑regional teams.
• Excellent communication skills in English, with the ability to influence stakeholders at all levels.
• Experience managing remote, distributed teams and coordinating across multiple time zones.
• Certified Lean Six Sigma Black Belt (or equivalent) is required.
• Hands‑on experience with customer relationship management platforms and process‑automation tools.
• Proficiency in data analytics tools (e.g., Tableau, Power BI, SQL) to build actionable insights.
• Strong project management skills, including experience with Agile and Waterfall methodologies.
• Demonstrated ability to translate complex data into clear, actionable recommendations.

Preferred Qualifications

• Master’s degree in Industrial Engineering, Data Science, Organizational Psychology, or a related discipline.
• Experience working in a regulated environment (e.g., FDA, EMA, ISO 13485) and familiarity with compliance requirements for customer service.
• Background in organizational design and change management for global enterprises.
• Knowledge of global supply chain dynamics and how they impact customer service.
• Experience with customer experience (CX) platforms and advanced analytics.
• Fluency in additional languages (e.g., Spanish, Mandarin, French) is a plus.
• Experience leading AI‑driven customer support initiatives in a B2B or B2C context.
• Track record of publishing or speaking at industry conferences on process improvement or AI in customer service.

Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable service strategies.
• Analytical Acumen: Proficiency in data analysis, root cause analysis, and performance measurement.
• Leadership & Influence: Proven ability to lead cross‑functional teams, inspire change, and build consensus.
• Project Management: Expertise in managing complex, multi‑phase projects with tight deadlines.
• Technical Fluency: Comfortable working with AI, automation, and CRM technologies.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless focus on delivering value.
• Adaptability: Thrives in a fast‑paced, evolving environment and can pivot quickly.
• Communication: Clear, concise, and persuasive communicator in both written and verbal formats.
• Collaboration: Skilled at building partnerships across functional boundaries.
• Innovation Orientation: Constantly seeks new ways to improve processes and customer interactions.
• Mentorship: Ability to coach and develop talent across regions.
• Financial Acumen: Comfortable managing budgets and demonstrating ROI.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As the Global Customer Experience Transformation Lead, you will:

• Lead high‑impact projects that shape the future of customer experience across a global enterprise.
• Collaborate with senior leaders in product, engineering, and compliance, gaining exposure to the full spectrum of our business.
• Participate in executive‑level strategy sessions, enhancing your business acumen and leadership footprint.
• Access continuous learning resources, including industry conferences, advanced certifications, and internal knowledge‑sharing forums.
• Benefit from a mentorship program that pairs you with seasoned leaders in operations and technology.
• Earn recognition through brighthush’s internal awards and performance‑based incentive programs.
• Explore cross‑functional career paths, from product management to global operations, leveraging the skills you develop here.
• Take advantage of a global talent network that offers opportunities to work on projects in different regions.
• Receive support for pursuing advanced degrees or professional certifications.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative culture. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Regular virtual town halls and cross‑regional collaboration tools.
• Flexible work hours that respect work‑life balance.
• A culture that celebrates diversity, encourages open dialogue, and rewards creative problem‑solving.
• Access to state‑of‑the‑art technology and a supportive IT infrastructure.
• Annual global retreats that bring together teams from all regions to share insights and celebrate achievements.
• Employee resource groups that support professional growth and community building.
• Opportunities to volunteer in science‑education initiatives and community outreach programs.
• Regular hackathons and innovation challenges that allow employees to prototype new ideas.

Compensation & Benefits

• Competitive Salary: USD 179,400 – 246,600 per year, commensurate with experience and qualifications.
• 401(k) Matching: Generous company match to help you build long‑term wealth.
• Unlimited Paid Time Off: Unlimited vacation policy, sick leave, and paid holidays.
• Tuition Reimbursement: Support for continuing education and professional development.
• Comprehensive Health Plan: Medical, dental, vision, and wellness programs.
• Generous Parental Leave: Paid maternity, paternity, and adoption leave to support your growing family.
• Employee Assistance Program: Confidential counseling and support services.
• Wellness Initiatives: Gym memberships, mindfulness sessions, and health challenges.
• Technology Stipend: Home office equipment and high‑speed internet allowance.
• Performance Bonuses: Annual incentive program tied to company and individual performance.
• Stock‑Option Plan: Opportunity to own a piece of brighthush’s future.

How to Apply

If you are a strategic thinker with a passion for customer experience, a proven record of process excellence, and a desire to shape the future of a global life‑science leader, we want to hear from you. Join brighthush and help us deliver world‑class service that empowers scientists and clinicians worldwide.