Senior Head of Customer Service & Field Operations – Remote – Driving Diagnostic Excellence at brighthush

About brighthush

brighthush is a global leader in in‑vitro diagnostics, blending cutting‑edge immunoassay, molecular testing, clinical chemistry, and transfusion medicine expertise to deliver rapid, accurate, and reliable solutions worldwide. With a workforce of over 6,000 professionals operating in more than 130 countries, we empower healthcare providers—from hospitals and laboratories to community clinics—to make informed decisions at the point of care. Our mission is simple yet profound: to provide the world with the answers it needs, when and where it matters most.

At brighthush, we place our people at the heart of everything we do. Our culture is built on three pillars: happiness, inspiration, and engagement. We believe that when employees feel valued, supported, and challenged, they deliver their best work—leading to better patient outcomes and stronger business results. As a remote‑first organization, we empower our teams with flexible work arrangements, state‑of‑the‑art collaboration tools, and a commitment to continuous learning and growth.

Why This Role Matters

The Head of Customer Service & Field Operations is a pivotal leadership position that bridges the gap between our cutting‑edge diagnostics products and the clinicians who rely on them daily. In this role, you will drive the delivery of exceptional technical support, nurture customer relationships, and align field operations with our commercial strategy. Your leadership will directly influence customer satisfaction, retention, and revenue growth across the South Atlantic region, covering North Carolina, South Carolina, East Tennessee, and Atlanta, GA.

Key Responsibilities

• Strategic Leadership: Develop and execute a comprehensive field service strategy that aligns with brighthush’s commercial objectives and enhances customer experience.
• Team Management: Lead, mentor, and develop a high‑performing team of 10+ Field Engineers and Senior Field Engineers, fostering a culture of accountability, continuous improvement, and professional growth.
• Customer Engagement: Serve as the primary point of contact for key hospital and laboratory customers, ensuring timely resolution of technical issues and proactive communication of product updates.
• Cross‑Functional Collaboration: Partner closely with Sales, Product Management, Marketing, and Learning & Development to integrate field insights into product roadmaps, sales strategies, and training programs.
• Operational Excellence: Oversee the planning and execution of service activities—including maintenance, upgrades, and training—while maintaining strict adherence to safety, quality, and regulatory standards.
• Performance Management: Implement robust metrics and dashboards to track field performance, customer satisfaction, and service level agreements; use data to drive continuous improvement.
• Talent Development: Recruit, onboard, and coach new hires; design and deliver training initiatives that build technical expertise and customer‑centric mindsets.
• Travel & Availability: Travel up to 75% of the time, including weekends and nights, to meet customers in the field and support regional sales objectives.
• Feedback Loop: Capture and communicate customer feedback to product and engineering teams, ensuring that field insights inform future product enhancements.
• Compliance & Risk Management: Ensure all field activities comply with company policies, industry regulations, and safety protocols.

Essential Qualifications

• BA/BS in Business Management, Science, Engineering, or a related field.
• Minimum of 7 years of progressive experience in technical service, laboratory support, or customer‑facing roles within the medical technology, diagnostics, life sciences, or healthcare sectors.
• Proven track record in managing field service teams and delivering measurable improvements in customer satisfaction and operational efficiency.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and interpersonal skills, capable of building trust with customers, sales teams, and cross‑functional stakeholders.
• Demonstrated ability to travel extensively (up to 75%) and work autonomously in a remote environment.
• Valid driver’s license and reliable transportation for field visits.

Preferred Qualifications & Competencies

• Experience in the diagnostics or life sciences industry, with a deep understanding of laboratory workflows and regulatory requirements.
• Background in service planning, product management, or marketing within a technical context.
• Leadership experience in a distributed or remote team setting.
• Proficiency with CRM systems, service management platforms, and data visualization tools.
• Strong project management skills, including the ability to juggle multiple priorities and deliver on tight deadlines.
• Commitment to diversity, equity, and inclusion, and a track record of fostering an inclusive team culture.

What You’ll Gain

At brighthush, we believe in investing in our people. As the Head of Customer Service & Field Operations, you will:

• Lead a high‑impact team that shapes the customer experience for a global diagnostics leader.
• Drive career growth through mentorship, leadership development programs, and cross‑functional project exposure.
• Participate in strategic initiatives that influence product development and market expansion.
• Benefit from a comprehensive learning ecosystem, including technical training, leadership workshops, and access to industry conferences.
• Enjoy a competitive compensation package, including a base salary of $110,000–$135,000, performance bonuses, and a robust benefits program.
• Work in a flexible, remote‑first environment that supports work‑life balance while still offering the excitement of field engagement.

Compensation & Benefits

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

• Base Salary: $110,000–$135,000 USD, commensurate with experience and qualifications.
• Bonus Eligibility: Performance‑based bonus structure aligned with individual, team, and company goals.
• Health & Wellness: Comprehensive medical, dental, vision, life, and disability insurance plans.
• Retirement: 401(k) plan with company match.
• Equity: Employee Stock Purchase Plan (ESPP) to share in brighthush’s growth.
• Paid Time Off: Generous PTO, sick leave, and paid holidays.
• Professional Development: Reimbursement for certifications, conferences, and continuing education.
• Work‑Life Balance: Remote work flexibility, flexible scheduling, and a supportive culture that values personal well‑being.

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, or any other protected characteristic. We encourage individuals with disabilities to apply and provide reasonable accommodations throughout the hiring process.

Ready to Make an Impact?

If you are a visionary leader with a passion for customer success, a knack for building high‑performing teams, and a desire to shape the future of diagnostics, we want to hear from you. Join brighthush and help us deliver life‑changing solutions to clinicians and patients worldwide.

Apply Today and become part of a company that values innovation, collaboration, and the well‑being of its people.