Senior Global Director of Customer Experience & AI‑Powered Support – Driving Innovation, Transformation, and Excellence in Virtual Care & Digital Health Solutions at brighthush

About brighthush

brighthush is more than a technology vendor; we are a catalyst for the next wave of healthcare transformation. By weaving together real‑time data analytics, predictive modeling, and a patient‑first philosophy, we empower hospitals, health systems, and community clinics worldwide to deliver personalized, scalable care that transcends geographic boundaries. Our unified, AI‑enhanced platform connects patients, clinicians, and payers in a seamless, secure, and human‑centric ecosystem.

Founded on the belief that technology can transform the way we care for one another, brighthush has rapidly become a trusted partner for organizations that demand excellence in virtual care. From telehealth visits and remote monitoring to AI‑driven triage and patient engagement, our platform ensures every touchpoint is intuitive, data‑rich, and deeply empathetic.

Why brighthush?

At brighthush, you’ll thrive in a culture that prizes innovation, empathy, and collaboration. Our remote‑first environment offers flexibility, while our commitment to professional growth ensures you’ll always have opportunities to learn, lead, and make a lasting impact in the evolving healthcare landscape. We celebrate diversity, champion inclusion, and reward bold ideas that push the boundaries of what virtual care can achieve.

We believe that great work is built on trust, transparency, and a shared sense of purpose. That’s why we invest heavily in our people: from mentorship programs and peer‑learning circles to hackathons and industry conferences. Whether you’re a seasoned leader or an emerging talent, you’ll find a place at brighthush where your voice is heard, your ideas are tested, and your career can accelerate.

Position Overview

We are seeking a forward‑thinking, data‑driven leader to helm our Customer Experience function as the Senior Global Director of Customer Experience & AI‑Powered Support. In this senior role, you will architect a world‑class support ecosystem that leverages cutting‑edge AI, machine learning, and analytics to elevate satisfaction, reduce churn, and drive revenue growth. Your strategic vision will shape how we listen to, learn from, and delight our partners and patients across every digital touchpoint.

As the chief architect of the customer journey, you will partner with product, engineering, sales, and marketing to ensure that every interaction—whether a chat, a call, or a self‑service portal—delivers the highest possible value. You will be the steward of the customer voice, translating insights into action and ensuring that brighthush remains the gold standard for virtual care support worldwide.

Key Responsibilities

• Strategic Leadership & Vision: Craft and execute a comprehensive, data‑driven customer support strategy that aligns with brighthush’s mission and business objectives. Translate customer insights into actionable plans that elevate satisfaction, reduce churn, and drive revenue growth.
• Team Building & Development: Recruit, mentor, and scale a high‑performing support organization of 30+ agents, supervisors, and analysts across multiple time zones. Foster a culture of continuous learning, high accountability, and cross‑functional collaboration.
• Process & Technology Optimization: Oversee the deployment of advanced CX tools—AI chatbots, predictive analytics, workflow automation—to streamline operations, reduce response times, and enhance first‑contact resolution.
• Data‑Driven Decision Making: Leverage data science and AI to monitor key performance indicators (KPIs), identify trends, and recommend improvements. Own the customer journey analytics and present insights to executive leadership.
• Stakeholder Collaboration: Partner with Product, Engineering, Sales, and Marketing to ensure a seamless customer experience across all touchpoints. Advocate for customer needs in product roadmaps and feature prioritization.
• Quality Assurance & Compliance: Maintain rigorous quality standards, ensuring support interactions meet regulatory requirements and internal quality benchmarks. Lead continuous improvement initiatives to elevate service quality.
• Budget & Resource Management: Develop and manage the support department budget, forecasting staffing needs, technology investments, and training programs.
• Change Management & Culture Champion: Drive organizational change initiatives, including the adoption of new tools, processes, and cultural shifts, ensuring smooth transitions and stakeholder buy‑in.
• Global Expansion & Localization: Lead efforts to scale support operations into new markets, adapting processes, language support, and compliance frameworks to meet local regulations and cultural expectations.
• Innovation & Thought Leadership: Stay ahead of industry trends, evaluate emerging technologies, and champion pilot projects that push the boundaries of customer experience in virtual care.

Essential Qualifications

• Minimum 10 years of experience in client success or customer support, with at least 5 years in a leadership role managing support teams.
• Proven track record of using CX platforms to build scalable support operations.
• Deep expertise in data analysis, KPI development, and AI integration to drive measurable improvements in customer satisfaction, NPS, and operational efficiency.
• Exceptional communication skills—both written and verbal—across all levels, with the ability to translate complex data into clear, actionable insights.
• Strong analytical mindset, comfortable working with large datasets, dashboards, and predictive models.
• Experience in the healthcare or virtual care industry is highly desirable, but not mandatory.
• Demonstrated ability to build and nurture high‑performing teams in a remote or hybrid environment.
• Strategic thinker with a passion for continuous improvement and a customer‑first mindset.
• Proficiency in project management methodologies (Agile, Scrum, or similar) and experience leading cross‑functional initiatives.
• Knowledge of data privacy regulations (HIPAA, HITECH, GDPR) and best practices for secure data handling.

Preferred Qualifications

• Experience with AI‑powered support solutions (e.g., chatbots, automated ticket routing, sentiment analysis).
• Advanced proficiency in data visualization tools such as Tableau, Power BI, or Looker.
• Background in product management or project management, with familiarity in agile methodologies.
• Previous experience leading support functions for SaaS or technology‑driven companies.
• Experience managing multilingual support teams and localizing support content for global markets.
• Strong network within the virtual care or health tech community, with a track record of industry engagement.

Core Skills & Competencies

• Customer‑Centric Leadership: Ability to champion the customer voice and embed it into every decision.
• Strategic Vision: Craft long‑term support roadmaps that align with business goals.
• Data Fluency: Translate metrics into stories that drive action.
• Change Management: Lead teams through transformation with empathy and clarity.
• Collaboration & Influence: Work cross‑functionally to achieve shared objectives.
• Technology Savvy: Stay ahead of CX trends and implement best‑in‑class solutions.
• Resilience & Adaptability: Thrive in a fast‑paced, evolving environment.
• Communication Excellence: Articulate complex ideas to both technical and non‑technical audiences.
• Mentorship & Talent Development: Cultivate high‑potential leaders and create a growth mindset culture.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Global Director of Customer Experience & AI‑Powered Support, you will:

• Lead cross‑functional initiatives that shape product strategy and market positioning.
• Mentor emerging leaders, fostering a pipeline of talent for future executive roles.
• Participate in executive leadership meetings, influencing company‑wide decisions.
• Access continuous learning resources—webinars, conferences, and industry certifications.
• Opportunity to spearhead global expansion projects, scaling support operations across new markets.
• Engage in strategic partnership development with key stakeholders in the healthcare ecosystem.
• Drive innovation initiatives that position brighthush as a thought leader in virtual care.
• Earn recognition and potential equity participation as part of the executive team.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly all‑hands meetings and real‑time collaboration tools.
• Regular virtual team‑building events and wellness programs.
• A commitment to diversity, equity, and inclusion—ensuring every voice is heard.
• Open‑door leadership and a flat hierarchy that encourages idea sharing.
• Structured mentorship programs and peer‑learning circles.
• Annual hackathons and innovation challenges to spark creative solutions.
• Flexible work hours that respect personal and professional commitments.
• Access to cutting‑edge technology and tools that support remote collaboration.

Compensation & Benefits

We offer a competitive salary range of $126,000 – $179,300 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company matching.
• Generous paid time off (PTO) and flexible vacation policy.
• Parental leave and family‑support benefits.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Annual performance bonuses and equity opportunities.
• Access to cutting‑edge technology and tools to support your work.
• Regular team retreats and off‑site gatherings to strengthen collaboration.

How to Apply

If you are a strategic, data‑driven leader ready to shape the future of customer experience in the virtual care space, we want to hear from you. Submit your application through the link below and join brighthush in redefining healthcare for the digital age.