Senior Global Customer Service Operations Lead – Architecting GPO Strategy, AI‑Enabled Process Innovation, and Continuous Improvement to Elevate Diagnostic Service Excellence Worldwide at brighthush

About brighthush

brighthush is a trailblazer in the life‑sciences and diagnostics arena, seamlessly blending cutting‑edge science with an unwavering commitment to customer experience. From state‑of‑the‑art research laboratories to frontline clinical settings and point‑of‑care diagnostics, we empower scientists, clinicians, and patients worldwide to make faster, more accurate decisions. Our mission is to transform the way people discover, diagnose, and treat disease by marrying breakthrough science with relentless service excellence. Every interaction we craft is designed to elevate trust, accelerate insight, and ultimately improve health outcomes on a global scale.

Why brighthush is the Ideal Place for Your Next Career Move

At brighthush, curiosity is not just encouraged—it’s the engine that drives our innovation. We celebrate collaboration across disciplines, nurture continuous improvement, and champion an inclusive culture where every voice is heard. Our teams thrive on challenge, learning, and the opportunity to make a tangible impact on global health. Whether you’re a seasoned operations leader or an emerging talent in customer service, brighthush offers a platform to grow, innovate, and shape the future of diagnostics.

Position Overview

We are seeking a dynamic, senior‑level professional to lead our Global Customer Service GPO (Global Process Owner) function. In this role, you will architect and execute the end‑to‑end strategy for customer service operations across all regions, ensuring that every interaction delivers the highest level of satisfaction and efficiency. You will collaborate with cross‑functional partners—including engineering, supply chain, AI, and regional customer support teams—to design scalable processes, deploy cutting‑edge technology, and cultivate a culture of continuous improvement.

Key Responsibilities

• Strategic Process Leadership: Define, document, and continuously refine global customer service processes that align with brighthush’s vision and customer expectations.
• Organizational Design & Change Management: Lead the design of the global customer service organization, including role definition, reporting structures, and performance metrics, while managing change initiatives across multiple regions.
• Technology & AI Integration: Partner with the AI and IT teams to identify, evaluate, and implement AI‑driven solutions—such as chatbots, predictive analytics, and automated ticket routing—to enhance service speed and accuracy.
• Training & Enablement: Develop and roll out comprehensive training programs, knowledge bases, and coaching initiatives that empower frontline agents to deliver world‑class service.
• Performance Management: Establish KPIs, dashboards, and reporting mechanisms to monitor service quality, agent productivity, and customer satisfaction, and translate insights into actionable improvements.
• Stakeholder Collaboration: Serve as the primary liaison between customer service, product development, quality assurance, and regulatory affairs to ensure seamless cross‑functional alignment.
• Continuous Improvement: Champion Lean Six Sigma principles across the organization, leading root‑cause analyses, waste reduction projects, and process standardization initiatives.
• Global Compliance & Risk Management: Ensure all customer service operations comply with regional regulations, data privacy laws, and industry standards.
• Budget & Resource Planning: Manage the GPO budget, forecast resource needs, and optimize cost structures while maintaining service excellence.
• Customer Advocacy: Act as the voice of the customer within brighthush, translating customer insights into product and process enhancements.
• Innovation Road‑mapping: Lead the creation of a forward‑looking innovation roadmap that identifies emerging technologies and process trends to keep brighthush ahead of the curve.
• Cross‑Regional Knowledge Sharing: Facilitate global forums and workshops that enable best‑practice sharing and foster a unified service culture across all regions.

Essential Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Life Sciences, or a related discipline.
• Minimum of 8–10 years of progressive experience in global customer service operations, with at least 3 years in a senior leadership role.
• Lean Six Sigma Green Belt or Black Belt certification (or equivalent).
• Proven track record of designing and implementing large‑scale process improvements that deliver measurable business outcomes.
• Deep understanding of customer service best practices, including CSAT, NPS, first‑contact resolution, and service level agreements.
• Experience working with AI technologies (e.g., natural language processing, machine learning) in a customer‑facing context.
• Strong analytical skills, with the ability to translate data into actionable insights.
• Excellent communication, negotiation, and stakeholder‑management skills.
• Fluency in English; additional languages are a plus.
• Demonstrated ability to lead and inspire high‑performing teams in a global, matrixed environment.

Preferred Qualifications

• Advanced degree (MBA, MS, PhD) in a relevant field.
• Experience in the life‑sciences or diagnostics industry.
• Prior exposure to global supply chain or product lifecycle management.
• Knowledge of regulatory frameworks such as ISO 13485, FDA 21 CFR Part 820, or equivalent.
• Experience leading cross‑regional teams in a remote or hybrid environment.
• Proficiency with customer relationship management (CRM) platforms (e.g., brighthush, brighthush) and business intelligence tools (e.g., brighthush, brighthush).
• Familiarity with agile project management methodologies and digital transformation initiatives.

Core Skills & Competencies

• Strategic Thinking: Ability to envision long‑term process roadmaps and align them with business objectives.
• Operational Excellence: Mastery of Lean, Six Sigma, and other continuous improvement methodologies.
• Change Leadership: Skilled at driving adoption of new processes and technologies across diverse teams.
• Data‑Driven Decision Making: Comfortable working with large datasets, statistical analysis, and performance dashboards.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning feedback into action.
• Collaboration & Influence: Proven ability to build consensus and influence stakeholders at all levels.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Leadership Presence: Ability to inspire confidence, foster teamwork, and drive results in a global context.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry itself. We offer:

• Structured leadership development programs that pair you with senior mentors and expose you to cross‑functional projects.
• Access to industry conferences, workshops, and certifications—both internal and external—to keep your skill set at the cutting edge.
• Opportunities to transition into broader operational roles—such as Supply Chain Strategy, Product Development, or Global Quality Assurance—based on your interests and performance.
• Regular performance reviews that focus on growth, skill gaps, and career aspirations.
• Internal mobility programs that allow you to explore roles across regions and functions.
• Dedicated learning budget for courses, certifications, and professional development initiatives.
• Participation in innovation labs and cross‑disciplinary hackathons to spark new ideas.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and work‑life balance. Key highlights include:

• Fully remote work model with flexible hours to accommodate global time zones.
• Collaborative virtual spaces that foster real‑time communication and knowledge sharing.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.
• Employee resource groups and community outreach initiatives that strengthen our sense of belonging.
• Regular town‑hall meetings and Q&A sessions with executive leadership.
• Annual global retreats that blend team building, wellness, and strategic planning.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: USD 179,400 – 246,600 per year, commensurate with experience and qualifications.
• Performance Bonus: Annual bonus potential based on individual and company performance.
• 401(k) Matching: Up to 4% company match to help you build long‑term wealth.
• Generous Paid Time Off: Unlimited vacation policy, sick leave, and paid holidays.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Retirement & Financial Planning: Access to financial advisors and retirement planning resources.
• Parental Leave: Generous paid parental leave for new parents, including adoption and foster care.
• Professional Development: Tuition reimbursement for relevant courses, certifications, and conferences.
• Technology & Home Office Stipend: Equipment allowance to support a productive remote work environment.
• Employee Assistance Program: Confidential counseling and support services.
• Wellness Programs: Virtual fitness classes, mindfulness sessions, and health challenges.

How to Apply

Ready to take the next step in your career and help shape the future of customer service at brighthush? Submit your application through our careers portal or click the link below to explore this exciting opportunity further.

Apply to this position at brighthush

Join brighthush – Where Innovation Meets Service Excellence

At brighthush, we don’t just build products; we build relationships. If you are a visionary leader who thrives on solving complex problems, driving operational excellence, and creating memorable customer experiences, we want to hear from you. Join us and be part of a team that is redefining diagnostics, one interaction at a time.