Senior Global Director of Customer Experience & Service Operations – Championing Innovation, Driving Growth, and Delivering World‑Class Excellence at brighthush

About brighthush

brighthush is more than a wellness brand; it is a global movement that redefines how people experience health and vitality. By marrying cutting‑edge science with everyday accessibility, we craft premium nutritional supplements, personalized health diagnostics, and state‑of‑the‑art wellness tools that empower individuals worldwide to take proactive control of their well‑being. Every product is rooted in rigorous research, engineered with the finest ingredients, and delivered with uncompromising quality. This dedication has earned the trust of healthcare professionals, elite athletes, and millions of consumers who rely on brighthush to unlock their full potential.

What began as a nimble startup has evolved into a global leader in the consumer‑packaged‑goods (CPG) sector. Our DNA is driven by curiosity, relentless innovation, and an unwavering focus on transformative experiences. Every team member is invited to contribute ideas, challenge assumptions, and shape the future of wellness. At brighthush, we believe that the customer experience is the heartbeat of our brand, and we are committed to building a culture where every interaction reflects our promise of quality, trust, and empowerment.

Why Join brighthush?

At brighthush, you’ll become part of a passionate, high‑performing community dedicated to making a tangible difference in people’s lives. Our culture is built on transparency, accountability, and continuous improvement. We celebrate every milestone—whether it’s a breakthrough product launch, a record‑breaking customer satisfaction score, or a personal career achievement. We value curiosity, creativity, and a growth mindset, and we provide the resources and support to turn bold ideas into reality.

As a rapidly expanding, customer‑centric organization, we thrive on innovation, collaboration, and a relentless focus on delivering exceptional experiences. If you want to work in an environment where your voice matters, where you can see the direct impact of your work, and where you can grow both personally and professionally, brighthush is the place for you.

Position Overview

The Senior Global Director of Customer Experience & Service Operations will lead the end‑to‑end customer service function across all touchpoints—phone, email, chat, and social media—ensuring a seamless, scalable, and high‑quality experience for every brighthush customer. This role is pivotal in aligning customer success with brighthush’s broader business objectives, driving revenue growth, retention, and operational excellence. You will partner with cross‑functional leaders, influence strategy, and build a world‑class team that embodies brighthush’s values of empathy, integrity, and innovation.

Your Impact

In this role, you will be the architect of a customer experience that not only meets but exceeds expectations. Your strategic vision will translate into measurable business outcomes: higher customer lifetime value, increased brand advocacy, and a robust foundation for sustainable growth. You will be the catalyst that turns customer insights into actionable initiatives, ensuring that every interaction reinforces brighthush’s promise of quality, trust, and empowerment.

Key Responsibilities

• Strategic Leadership: Design and execute a forward‑looking customer service strategy that supports brighthush’s growth plans, enhances customer lifetime value, and reinforces brand loyalty.
• Operational Excellence: Oversee daily operations across all channels, ensuring service level agreements (SLAs) are met, quality standards are upheld, and processes are continuously refined for scalability.
• Performance Management: Define, monitor, and report on KPIs—including CSAT, NPS, first‑contact resolution, average handle time, and agent productivity—using data‑driven insights to drive improvement.
• Team Building & Development: Recruit, mentor, and retain top talent; foster a culture of accountability, collaboration, and continuous learning; conduct regular performance reviews and coaching sessions.
• Cross‑Functional Collaboration: Work closely with Product, Marketing, Supply Chain, Finance, and Medical Affairs to resolve escalated issues, align on customer needs, and support product launches and promotional activities.
• Process & Technology Innovation: Identify opportunities for automation, self‑service, and AI‑powered tools; partner with IT to implement system enhancements that improve efficiency and customer satisfaction.
• Escalation Management: Lead the resolution of complex customer escalations, ensuring timely, satisfactory outcomes while safeguarding brand reputation.
• Reporting & Analytics: Provide actionable insights to senior leadership through regular dashboards, trend analyses, and strategic recommendations.
• Compliance & Risk Management: Ensure all customer interactions comply with regulatory standards, data privacy laws, and internal policies.
• Strategic Initiatives: Champion continuous improvement projects that enhance the customer journey, reduce churn, and increase cross‑sell and upsell opportunities.

Key Success Metrics

• Customer Satisfaction (CSAT) score above 90% across all channels.
• Net Promoter Score (NPS) improvement of at least 10 points year‑over‑year.
• First‑Contact Resolution (FCR) rate of 85% or higher.
• Average Handle Time (AHT) reduced by 15% while maintaining quality.
• Agent utilization and productivity metrics aligned with industry benchmarks.
• Reduction in escalation volume by 20% through proactive issue resolution.

Essential Qualifications

• College degree (Bachelor’s or higher) in Business, Operations, or a related field.
• 10+ years of progressive customer service experience, with at least 5 years in a senior leadership role within a fast‑growing, multi‑channel environment.
• Proven track record of building, scaling, and leading high‑performing teams across DTC, B2B, and retail channels.
• Deep understanding of customer service operations, workforce planning, and performance management.
• Experience with customer service platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and data analytics tools.
• Strong analytical mindset with the ability to translate data into actionable strategies.
• Exceptional communication skills—both verbal and written—across all levels of the organization.
• Demonstrated ability to manage cross‑functional projects and influence stakeholders.
• Commitment to fostering an inclusive, collaborative, and high‑energy work environment.

Preferred Qualifications

• Experience in the health, wellness, or consumer packaged goods (CPG) industry.
• Background in implementing AI or automation solutions to enhance customer experience.
• Knowledge of regulatory compliance related to health claims, data privacy (GDPR, CCPA), and consumer protection.
• Experience with workforce management tools (e.g., NICE, Genesys, Verint) and scheduling systems.
• Prior exposure to international customer service operations and multi‑lingual support.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Agility & Process Optimization
• Data‑Driven Decision Making
• Team Development & Talent Management
• Customer‑Centric Mindset
• Cross‑Functional Collaboration & Influence
• Change Management & Adaptability
• Strong Emotional Intelligence & Empathy
• Excellent Written & Verbal Communication
• Proficiency in CRM, ERP, and analytics platforms

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our products. As Senior Director, you will:

• Lead strategic initiatives that shape the future of customer experience across the organization.
• Collaborate with executive leadership to influence company‑wide strategy.
• Mentor and develop future leaders within the customer service and broader operations teams.
• Access continuous learning programs, including leadership development, industry conferences, and certifications.
• Explore opportunities to transition into broader operational or product roles, leveraging your deep customer insights.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere while staying connected through collaborative tools, weekly virtual town halls, and quarterly in‑person retreats. We celebrate diversity, equity, and inclusion, and we are committed to creating a workplace where every voice is heard and valued. Our culture is defined by:

• Transparent communication and open feedback loops.
• Recognition of achievements—both big and small.
• Flexibility that supports work‑life balance.
• Commitment to sustainability and social responsibility.
• Continuous innovation and a willingness to challenge the status quo.

Compensation & Benefits

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

• Base salary range: $120,000 – $140,000 per year, commensurate with experience.
• Performance‑based bonus structure tied to individual, team, and company metrics.
• Fully sponsored medical, dental, and vision insurance for employees.
• Company‑paid short‑ and long‑term disability insurance.
• Company‑paid life insurance.
• 401(k) plan with up to 4% employer match.
• Gym membership reimbursement and wellness stipend.
• Monthly allowance for brighthush health supplements.
• Flexible paid time off (PTO) for senior leaders, plus paid holidays.
• Professional development budget and tuition reimbursement.
• Employee referral bonus program.
• Access to cutting‑edge technology and tools to support remote work.

How to Apply

Ready to lead the next chapter of customer experience at brighthush? Submit your resume and a cover letter that highlights your experience in scaling customer service operations, your leadership philosophy, and why you’re excited about the brighthush mission.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.