Senior Global Program Manager – Customer Experience Center Operations & Launch Excellence at brighthush

About brighthush and the Future of Healthcare Innovation

brighthush is a global leader in medical technology, dedicated to transforming patient care through cutting‑edge imaging, diagnostics, and digital solutions. Our mission is to empower clinicians and health systems with integrated, outcomes‑based tools that drive better health outcomes and operational efficiencies. As we expand our footprint, we are building a flagship 30,000‑square‑foot Customer Experience Center (CEC) on our Waukesha campus, slated to open in September 2027. This center will be the living showcase of our entire portfolio, from advanced imaging systems to AI‑driven analytics, and will serve as a strategic platform for engaging health‑system leaders in immersive, data‑rich experiences.

Why This Role Matters

• Enterprise Narrative in Action: The CEC will translate brighthush’s shift from product‑centric messaging to outcomes‑based storytelling, demonstrating real‑world impact across imaging, patient care, diagnostics, services, and software.
• Direct Commercial Impact: Executive briefing environments are among the highest‑converting assets in B2B healthcare. Your work will directly influence pipeline velocity, win rates, and customer satisfaction.
• Founding Leadership: You will join the founding team, shaping processes and culture from day one, rather than inheriting an existing playbook.
• Unified Enterprise Experience: The CEC brings together all business units into a single, cohesive offering, reinforcing brighthush’s integrated value proposition.

Position Overview

The Senior Global Program Manager is the Senior Director’s second‑in‑command and the operational backbone of the CEC. You will translate the CEC operating model into reality—designing the visit process, selecting and managing vendors, implementing systems, and controlling the budget. Before opening, you will lead launch readiness across design, equipment, content, installation, and technology. After opening, you will run a program that delivers white‑glove experiences at scale, growing from roughly 170 visits a year to 300.

Key Responsibilities

Phase 1 – Pre‑Opening (January – September 2027)

• Program Management & Launch Readiness: Own the integrated master schedule, risk register, decision log, and escalation paths. Conduct launch readiness checkpoints, go/no‑go reviews, soft launches, and dry‑run visits.
• Operating Process & Standard Work: Document the briefing lifecycle (pre‑brief, briefing day, post‑briefing) into standard work, checklists, service levels, and runbooks for all visit types and service tiers.
• Process Standardization: Standardize internal processes for customer visits, internal meetings, and events—including travel, registration, AV, catering, billing, and visitor logistics.
• Compliance Workflow: Define compliance processes for visits, including Transfer of Value documentation, NDAs, photography, and audit requirements in partnership with Legal and Compliance.
• Systems & Measurement: Implement and enforce the Nexus briefing management platform, scope enhancements, and lead the Nexus–Salesforce integration to capture every visit, attendee, and outcome.
• Reporting & Dashboards: Build dashboards for visit volume, CSAT, influenced pipeline, revenue, win rate, utilization, and cost per visit.
• Vendor & Budget Management: Lead vendor selection, contracting, and negotiation for AV, catering, event services, and operations. Manage budgets, purchase orders, invoices, forecasts, and cost tracking.

Phase 2 – Post‑Opening (September 2027 – Ongoing)

• Run day‑to‑day program operations, calendar and capacity planning, vendor performance, and budget oversight.
• Report CEC performance and commercial contribution monthly and quarterly, using data to refine processes and inform investment decisions.
• Continuously improve the visit process and tools as volume grows, preparing the model for scale to additional centers and regions.
• Host and plan customer engagements, coach sales leads on visit strategy, and craft copy for event communications and printed materials.

Success Metrics

• Readiness: CEC opens on schedule with fully operational standard work, Nexus, Salesforce integration, and vendor contracts.
• Operational Excellence: Visits delivered on time, to standard, with minimal day‑of escalations.
• Data & Insight: Every visit captured in Nexus and Salesforce; performance dashboards actively used by CEC and commercial leadership.
• Financial Discipline: Delivery against budget, controlled change orders, and continuous improvement of cost per visit.

Essential Qualifications

• Bachelor’s degree in Business, Project Management, Events, Healthcare Management, or a related field.
• 7+ years of program or operations management experience, preferably with large‑scale events, visitor programs, or briefing centers.
• Proven track record managing vendors, budgets, purchase orders, and invoices at scale.
• Demonstrated ability to lead complex, cross‑functional programs, establish effective processes, runbooks, and governance, and align diverse stakeholder priorities.
• Familiarity with compliance workflows in regulated industries (medical device or healthcare).
• Excellent written and verbal communication skills.
• Experience building and managing data dashboards that measure program and project health, performance, and outcomes.
• Proven ability to partner effectively with Sales to advance commercial priorities and positively influence revenue.
• Willingness to be based in the Milwaukee/Waukesha area with regular on‑site presence.

Preferred Qualifications

• Healthcare industry experience (medical devices, imaging, diagnostics).
• Hands‑on experience with briefing management platforms and Salesforce, including reporting and integrations.
• Experience opening a new facility or launching a new customer‑facing program.
• Experience working with creative agencies and digital/CMS production teams; global events and multinational vendor oversight.
• PMP or change management certification.

Skills & Competencies

• Strategic Thinking & Execution
• Process Design & Continuous Improvement
• Vendor Management & Negotiation
• Budgeting & Financial Acumen
• Data‑Driven Decision Making
• Stakeholder Engagement & Influence
• Project Management Tools (e.g., Microsoft Project, Asana, Jira)
• Salesforce Administration & Integration
• Excellent Communication & Presentation Skills

Career Growth & Learning Opportunities

At brighthush, you will be part of a high‑impact, cross‑functional team that shapes the future of healthcare delivery. You will gain exposure to senior leaders across sales, marketing, product, and operations, and you will develop expertise in large‑scale program management, data analytics, and enterprise‑wide collaboration. We support continuous learning through:

• Leadership development programs and mentorship from senior executives.
• Access to industry conferences, workshops, and certifications.
• Cross‑functional project assignments that broaden your skill set.
• Internal knowledge sharing sessions and innovation labs.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and accountability. Our teams thrive on curiosity, data‑driven insights, and a relentless focus on delivering value to our customers. We celebrate diversity, encourage open dialogue, and provide a supportive environment where ideas can flourish. As a member of the CEC founding team, you will experience:

• Fast‑paced, high‑visibility projects that impact the organization’s commercial success.
• Opportunities to shape processes and tools that will be replicated across multiple centers.
• Recognition for driving operational excellence and commercial outcomes.
• A collaborative workspace that values work‑life balance and employee well‑being.

Compensation & Benefits

While specific compensation will be determined based on experience and qualifications, the role offers a competitive salary range of $100,000–$150,000 annually, with potential for performance‑based bonuses and long‑term incentives. Additional benefits include:

• Health, dental, and vision insurance.
• Paid time off and flexible work arrangements.
• 401(k) plan with company match.
• Life, disability, and accident insurance.
• Tuition reimbursement for professional development.
• Employee wellness programs and resources.

How to Apply

We are excited to hear from candidates who are passionate about building world‑class customer experiences and driving commercial impact. If you are ready to lead a groundbreaking initiative at brighthush, please submit your application by November 15, 2026.

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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