Senior Global Program Manager – Customer Experience Center Operations & Launch Excellence – Lead Immersive Healthcare Innovation at brighthush

About brighthush and the Future of Healthcare Innovation

brighthush is a global trailblazer in medical technology, redefining patient care through cutting‑edge imaging, diagnostics, and digital solutions. With a portfolio that spans advanced imaging systems, AI‑driven analytics, and integrated software platforms, we empower clinicians and health systems to deliver outcomes‑based care that is faster, safer, and more cost‑effective. Our mission is to transform the way healthcare is delivered by marrying technology with human insight, creating a seamless continuum from diagnosis to treatment.

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. The CEC will become a hub where clinicians, executives, and patients can witness the tangible impact of our solutions in real‑time, fostering deeper relationships and accelerating adoption.

Why This Role Matters

As the Senior Global Program Manager, you will be the linchpin that turns a visionary concept into a tangible, high‑impact reality. Your work will:

• Translate Strategy into Experience: Convert brighthush’s shift from product‑centric messaging to outcomes‑based storytelling into a compelling, immersive environment that showcases real‑world impact.
• Drive Commercial Success: Executive briefing environments are among the highest‑converting assets in B2B healthcare. Your leadership will directly influence pipeline velocity, win rates, and customer satisfaction.
• Shape Culture from Day One: As a founding member of the CEC team, you will design processes, set standards, and embed a culture of excellence that will be replicated across future centers.
• Unify the Enterprise: The CEC brings together all business units into a single, cohesive offering, reinforcing brighthush’s integrated value proposition and strengthening cross‑functional collaboration.

Position Overview

The Senior Global Program Manager serves as the operational backbone of the CEC and the Senior Director’s second‑in‑command. You will own the end‑to‑end operating model, from design and vendor selection to launch readiness and ongoing program execution. Your responsibilities span two distinct phases:

• Phase 1 – Pre‑Opening (January – September 2027): Build the foundation that will support a world‑class experience.
• Phase 2 – Post‑Opening (September 2027 – Ongoing): Scale the program, refine processes, and deliver measurable commercial impact.

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 to ensure flawless execution.
• 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—to guarantee consistency and quality.
• 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, enabling data‑driven decision making.
• 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.
• Stakeholder Alignment: Facilitate cross‑functional workshops with Sales, Marketing, Product, and Operations to ensure alignment on objectives, deliverables, and success metrics.
• Risk Mitigation: Identify potential risks early, develop mitigation plans, and maintain a proactive risk register that informs decision makers.
• Quality Assurance: Conduct pre‑launch quality checks on all assets—exhibits, signage, digital content—to guarantee brand consistency and technical reliability.

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.
• Lead post‑visit debriefs with Sales and Marketing to capture lessons learned and translate insights into future program enhancements.
• Maintain an up‑to‑date knowledge base of best practices, vendor performance metrics, and compliance requirements.
• Champion a culture of continuous improvement, encouraging team members to propose innovative ideas that enhance the visitor experience.
• Collaborate with IT and Data Analytics teams to refine the Nexus–Salesforce integration and expand reporting capabilities.

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.
• Commercial Impact: Demonstrable increase in pipeline velocity, win rates, and customer satisfaction attributable to CEC engagements.

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, with the ability to translate technical concepts into clear, persuasive messaging.
• 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.
• Knowledge of data privacy regulations (HIPAA, GDPR) and experience implementing compliance controls.

Skills & Competencies

• Strategic Thinking & Execution: Ability to see the big picture while managing day‑to‑day details.
• Process Design & Continuous Improvement: Expertise in mapping, standardizing, and optimizing complex processes.
• Vendor Management & Negotiation: Proven skill in selecting, contracting, and managing high‑value vendors.
• Budgeting & Financial Acumen: Strong command of financial planning, forecasting, and cost control.
• Data‑Driven Decision Making: Proficiency in building dashboards, interpreting metrics, and driving action.
• Stakeholder Engagement & Influence: Ability to build relationships across all levels and influence decision makers.
• Project Management Tools: Advanced proficiency in Microsoft Project, Asana, Jira, or equivalent.
• Salesforce Administration & Integration: Hands‑on experience configuring Salesforce and integrating with third‑party systems.
• Communication & Presentation Skills: Clear, concise, and persuasive communication across written and verbal channels.
• Adaptability & Resilience: Thrive in fast‑paced, evolving environments and navigate ambiguity with confidence.

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.
• Opportunities to lead new initiatives, such as regional CEC expansions or digital engagement platforms.

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.
• Access to state‑of‑the‑art facilities, cutting‑edge technology, and a vibrant community of innovators.

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.
• Employee stock purchase plan and equity opportunities.
• Comprehensive relocation assistance for qualified candidates.

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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