Senior Lead Customer Experience Manager – Driving Excellence in Member Support & Operations at brighthush

About brighthush

brighthush has proudly served members for over a century, building a reputation for reliability, innovation, and a relentless focus on customer satisfaction. With a heritage that spans 100 years, brighthush has evolved from a local service provider into a national leader in automotive, travel, and insurance solutions. Our mission is simple: to empower every member with the tools, support, and confidence they need to navigate life’s journeys safely and smoothly.

As a forward‑thinking organization, brighthush blends traditional values with cutting‑edge technology, creating a workplace where employees are encouraged to grow, collaborate, and make a tangible impact. We believe that exceptional service starts with exceptional people, and we invest heavily in our teams through continuous learning, mentorship, and a culture that celebrates diversity, inclusion, and community engagement.

Position Overview

We are seeking a dynamic, results‑oriented Senior Lead Customer Experience Manager to join our bustling Support Center. In this high‑impact role, you will be the frontline leader, coach, and subject‑matter expert who drives outstanding service across membership, roadside assistance, dispatch, travel, and insurance inquiries. You will manage a dedicated team of Member Specialists, ensuring that every interaction reflects brighthush’s commitment to excellence, empathy, and proactive problem‑solving.

Key responsibilities include:

• Team Leadership & Coaching: Mentor, train, and motivate a team of Member Specialists, fostering a culture of continuous improvement and high performance.
• Operational Excellence: Monitor service levels, analyze performance metrics, and implement process enhancements to maintain a seamless, efficient customer experience.
• Escalation Management: Resolve complex member concerns with professionalism, empathy, and a focus on positive outcomes.
• Cross‑Functional Collaboration: Partner with Membership Services, Roadside Assistance, Dispatch, Travel, Insurance, and Driving School teams to ensure integrated, end‑to‑end support.
• Product & Policy Expertise: Serve as the go‑to resource for all brighthush products, policies, and procedures, keeping the team up‑to‑date on changes and best practices.
• Sales & Account Management: Process membership sales, renewals, upgrades, and account updates while identifying upsell opportunities that enhance member satisfaction.
• Roadside Assistance Coordination: Oversee the dispatch of roadside assistance crews, ensuring timely, clear communication and a smooth service journey for members.
• Training & Development: Lead cross‑training initiatives, maintaining expertise across all support functions and preparing the team for future challenges.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 2 years of customer service experience, with a strong preference for call center, dispatch, or supervisory roles.
• Proven ability to lead, motivate, and develop a high‑performing team in a fast‑paced environment.
• Excellent verbal and written communication skills across phone, email, text, and chat channels.
• Strong analytical mindset, capable of interpreting data to drive operational improvements.
• Proficiency in navigating multiple computer systems and applications simultaneously.
• Highly organized, detail‑oriented, and committed to accuracy and compliance.
• Flexibility to work a 6:00 am–2:30 pm shift, including every other weekend, and to attend in‑office meetings and training sessions at the brighthush Harrisburg, PA branch.

Preferred Qualifications

• Experience in the automotive, travel, or insurance industries.
• Knowledge of roadside assistance operations and dispatch logistics.
• Background in coaching or training employees across multiple functional areas.
• Familiarity with performance metrics such as CSAT, NPS, and first‑contact resolution.
• Demonstrated ability to manage change and lead continuous improvement initiatives.

Key Skills & Competencies

• Leadership & Team Building
• Customer‑Centric Mindset
• Problem‑Solving & Decision Making
• Data Analysis & KPI Tracking
• Effective Communication & Active Listening
• Adaptability & Resilience
• Technical Proficiency (CRM, ERP, and multi‑channel support platforms)
• Time Management & Prioritization

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Leadership Development Programs: Structured pathways to advance from team lead to senior management roles.
• Cross‑Functional Rotations: Opportunities to gain experience in Membership Services, Roadside Assistance, Dispatch, Travel, and Insurance.
• Tuition Reimbursement: Financial support for relevant certifications, degrees, and industry‑specific training.
• Mentorship & Coaching: Access to senior leaders who provide guidance, feedback, and career advice.
• Innovation Labs: Participation in projects that shape the future of customer experience and operational efficiency.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and energetic workplace where every voice matters. Our culture is built on:

• Employee Well‑Being: Comprehensive health coverage, wellness programs, and a supportive work‑life balance.
• Diversity & Inclusion: A commitment to creating a workforce that reflects the communities we serve.
• Community Engagement: Volunteer initiatives and brighthush Cares events that allow employees to give back.
• Recognition & Rewards: Regular acknowledgment of outstanding performance and contributions.
• Innovation & Continuous Improvement: A culture that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

We offer a competitive hourly rate starting at $19.44, with the potential to earn shift differential for early‑morning hours. In addition to your base pay, you will enjoy:

• Generous, front‑loaded paid time off (PTO) with no waiting period for accrual.
• One personal day per year for added flexibility.
• Eight paid holidays, including Christmas Eve and New Year’s Eve.
• Comprehensive health coverage: Medical, Dental, Vision, and a Health Savings Account (HSA) with employer contributions.
• Flexible Spending Accounts (FSA) for out‑of‑pocket medical expenses.
• 401(k) retirement plan with up to 6% company match, fully vested from day one.
• Life Insurance and Long‑Term Disability coverage paid by brighthush.
• Volunteer PTO: Earn up to 3 additional days each year for community service.
• Tuition Reimbursement to support your educational and professional growth.
• Exclusive brighthush Premier Membership and discounts on travel, automotive services, batteries, and more.

Why brighthush?

Joining brighthush means becoming part of a legacy of service, innovation, and community impact. You will:

• Lead a passionate team that delivers world‑class customer experiences.
• Shape the future of member support through data‑driven insights and process improvements.
• Benefit from a culture that values work‑life balance, professional development, and employee well‑being.
• Enjoy a comprehensive benefits package that supports you and your family.
• Contribute to a brand that is trusted by millions of members across the nation.

Ready to Make an Impact?

If you are a proactive, customer‑focused leader with a passion for driving excellence, we invite you to apply for the Senior Lead Customer Experience Manager role at brighthush. Join us in delivering unparalleled service, fostering a culture of growth, and making a difference in the lives of our members every day.