Senior Global Customer Service Process Lead – AI‑Powered Experience Architect, Strategic Change Champion, Continuous Improvement Leader, Customer Advocacy Expert – Driving World‑Class Service Excellence at brighthush

About brighthush

brighthush stands at the forefront of the life‑sciences sector, seamlessly blending pioneering science, cutting‑edge technology, and heartfelt care into a single, transformative force. Our portfolio spans next‑generation diagnostics, state‑of‑the‑art research tools, and breakthrough clinical solutions that empower scientists, clinicians, and patients worldwide to achieve better outcomes. At brighthush, we believe that the most powerful ideas emerge from people who are passionate, collaborative, and relentlessly customer‑centric. If you thrive in a fast‑moving, data‑driven environment and want to shape the future of customer experience at a world‑class company, we want to hear from you.

Why This Role Matters

Customer service is the heartbeat of any organization that serves a global clientele. As the Senior Global Customer Service Process Lead, you will be the architect of the end‑to‑end service experience, ensuring that every interaction—whether it occurs via phone, email, chat, or AI‑powered self‑service—delivers consistent, high‑quality value. Your strategic vision will guide the design, implementation, and continuous improvement of processes that support our mission to deliver reliable, life‑changing products to customers around the world.

Key Responsibilities

• Process Strategy & Design – Own the global customer service process framework, aligning it with business objectives, regulatory requirements, and emerging technologies. Create detailed process maps, service blueprints, and SOPs that can be scaled across regions.
• Change Management Leadership – Champion organizational change initiatives, ensuring smooth adoption of new processes, tools, and cultural shifts across multiple regions and functional teams. Lead training, communication, and stakeholder engagement plans.
• Customer‑Centricity Champion – Embed a customer‑first mindset throughout the organization, translating customer insights into actionable process improvements and service excellence. Drive the adoption of Voice‑of‑Customer frameworks and CSAT/NPS initiatives.
• AI & Automation Integration – Define system requirements for AI‑driven chatbots, predictive analytics, and automated routing, collaborating with IT and data science teams to deliver scalable solutions that reduce wait times and increase first‑contact resolution.
• Performance Measurement & Reporting – Establish KPIs, dashboards, and reporting mechanisms to monitor service quality, efficiency, and customer satisfaction, driving data‑based decision making. Own the continuous refinement of metrics to reflect evolving business priorities.
• Stakeholder Collaboration – Partner with cross‑functional leaders in Sales, Product, Engineering, and Compliance to ensure seamless end‑to‑end customer journeys. Act as the liaison between customer service and other business units.
• Talent Development – Mentor and coach customer service managers and process owners, fostering a culture of continuous improvement and professional growth. Design and deliver training programs on process excellence and AI adoption.
• Regulatory & Compliance Oversight – Ensure all processes meet industry regulations, data privacy laws, and internal audit requirements. Stay current on FDA, EMA, ISO, and GDPR developments that impact customer service operations.
• Innovation & Thought Leadership – Identify emerging trends in customer experience, AI, and process automation. Present findings to senior leadership and recommend strategic initiatives that keep brighthush ahead of the curve.

Essential Qualifications

• Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Life Sciences, or a closely related discipline.
• Master’s degree or MBA preferred, demonstrating advanced analytical and strategic thinking capabilities.
• Minimum 8–10 years of progressive experience in global customer service operations, with at least 3 years in a leadership or process‑design role.
• Lean Six Sigma Green Belt or higher certification, with a proven track record of delivering measurable process improvements.
• Deep knowledge of customer service best practices, including CSAT, NPS, and Voice‑of‑Customer frameworks.
• Experience designing and implementing AI‑enabled service solutions (chatbots, virtual assistants, predictive routing).
• Strong project and program management skills, with the ability to manage multiple initiatives across geographies.
• Excellent communication, facilitation, and stakeholder‑management skills.
• Proficiency in data analysis tools (Excel, Power BI, Tableau) and process mapping software (Visio, Lucidchart).
• Demonstrated ability to translate complex data into actionable insights and clear business recommendations.

Preferred Qualifications

• Experience in the life‑sciences or healthcare industry, with familiarity of regulatory environments such as FDA, EMA, or ISO standards.
• Prior exposure to global enterprise resource planning (ERP) or customer relationship management (CRM) platforms such as brighthush, brighthush, or brighthush.
• Background in organizational design and workforce planning for customer‑centric functions.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus for serving a truly global customer base.
• Published case studies or white papers on process transformation or AI adoption in customer service.
• Experience leading cross‑functional teams in a matrixed, high‑growth environment.

Core Skills & Competencies

• Strategic Visionary – Ability to translate business goals into actionable process roadmaps.
• Change Agent – Proven success in leading cultural and operational change initiatives.
• Data‑Driven Decision Maker – Strong analytical mindset with a focus on metrics and continuous improvement.
• Customer Advocate – Deep empathy for customer needs and a passion for delivering exceptional experiences.
• Collaborative Leader – Skilled at building cross‑functional partnerships and influencing without authority.
• Technology Fluency – Comfortable evaluating, selecting, and integrating emerging technologies such as AI, ML, and automation.
• Regulatory Awareness – Understanding of compliance requirements that impact customer service operations.
• Communication Excellence – Ability to articulate complex concepts to both technical and non‑technical audiences.
• Project Management Proficiency – Expertise in Agile, Scrum, or Waterfall methodologies to deliver projects on time and within budget.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As the Senior Global Customer Service Process Lead, you will:

• Lead high‑impact projects that shape the future of customer experience across the organization.
• Collaborate with senior executives, gaining exposure to strategic decision‑making at the highest levels.
• Participate in leadership development programs, including mentorship from seasoned leaders and access to executive coaching.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends in customer service, AI, and process excellence.
• Earn additional certifications (e.g., Six Sigma Black Belt, AI & Machine Learning specialization) through our tuition reimbursement program.
• Take on cross‑functional initiatives that broaden your skill set and expand your professional network.
• Contribute to thought leadership pieces, white papers, and case studies that showcase brighthush’s innovations to the broader industry.

Work Environment & Culture at brighthush

We pride ourselves on a culture that values innovation, collaboration, and inclusivity. Your day‑to‑day experience will include:

• Fully remote work from anywhere in the United States, with flexible hours to support work‑life balance.
• Regular virtual town halls, team‑building events, and cross‑functional hackathons to foster community and creativity.
• A transparent, merit‑based performance system that rewards initiative, results, and teamwork.
• Access to cutting‑edge tools and technologies that empower you to deliver world‑class service.
• A supportive environment that encourages experimentation, learning from failure, and celebrating successes.
• Inclusive hiring practices that embrace diverse perspectives and backgrounds.
• Employee resource groups that provide networking, mentorship, and community for underrepresented groups.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base Salary – USD 179,400 – 246,600 per year, commensurate with experience and qualifications.
• 401(k) Matching – Company match up to 4% of your salary.
• Generous Paid Time Off – 20 days of vacation, 10 sick days, and additional personal days.
• Health & Wellness – Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Tuition Reimbursement – Up to USD 5,000 per year for approved professional development courses.
• Retirement Plan – 401(k) with company match and additional retirement savings options.
• Parental Leave – Generous paid parental leave for both mothers and fathers.
• Employee Assistance Program – 24/7 counseling and mental health resources.
• Technology Stipend – Monthly allowance for home office setup and internet.
• Performance Bonuses – Quarterly bonuses tied to individual and company performance metrics.
• Wellness Programs – Access to virtual fitness classes, mindfulness sessions, and health coaching.

How to Apply

Ready to lead the next wave of customer service innovation at brighthush? Submit your resume and a cover letter that highlights your experience in global process design, AI integration, and change leadership. We look forward to exploring how your expertise can help us deliver unparalleled value to our customers worldwide.