Senior Lead Customer Service Experience Manager – Escalation Leadership, Continuous Improvement & Customer Advocacy in Clinical Research Technology at brighthush

About brighthush

brighthush is a global pioneer in clinical research technology, delivering cutting‑edge solutions that accelerate the development of life‑changing therapies. Our mission is to transform lives by unlocking better evidence—empowering scientists, clinicians, and patients worldwide to bring innovative treatments to market faster and more safely. At brighthush, we blend deep industry expertise with a culture of curiosity, collaboration, and relentless pursuit of excellence. Whether you’re advancing clinical science, building next‑generation technology, or supporting our global teams, your work directly impacts the speed and quality of patient care.

Why Join brighthush?

As a leader in the clinical research ecosystem, brighthush offers a dynamic environment where your ideas shape the future of healthcare. We champion diversity, equity, and inclusion, fostering a workplace where every voice is heard and every contribution matters. Our people thrive on the opportunity to work with world‑class professionals, tackle complex challenges, and see the tangible impact of their efforts on patients’ lives.

What We Offer

• Competitive compensation aligned with industry standards
• Comprehensive medical, dental, and vision coverage
• Flexible remote work options for U.S. based talent
• Generous tuition reimbursement to support continuous learning
• Employee assistance and wellness programs to promote holistic health
• Life and disability insurance for peace of mind
• Benefits are tailored to U.S. locations using our approved benefits repository

What You’ll Be Doing

As the Lead Customer Service Experience Manager, you will be the linchpin that connects our Customer Care team, our valued clients, and cross‑functional stakeholders. Your strategic vision and operational expertise will drive the resolution of complex escalations, the refinement of processes, and the elevation of customer satisfaction across the organization.

Key Responsibilities

• Escalation Leadership – Own the full lifecycle of high‑impact customer escalations, from identification to resolution, ensuring clear expectations and maintaining strong relationships with customers and internal teams.
• Data‑Driven Insight – Analyze escalation trends, uncover root causes, and collaborate with product and engineering groups to translate findings into actionable recommendations that enhance Customer Care quality and efficiency.
• Strategic Resolution Design – Partner with Customer Care Management to develop, implement, and monitor resolution strategies that align with budgets, SOPs, and policy frameworks.
• Risk & Opportunity Management – Review escalation and business analysis reports to prioritize risks, maintain visibility, and identify data‑driven opportunities for process and workflow improvements.
• Stakeholder Collaboration – Work closely with internal sponsors, site leads, and clinical research associates to deliver risk assessments, impact analyses, and executive‑level presentations that inform decision‑making.
• Governance & Project Leadership – Lead governance activities and special projects stemming from escalation meetings and broader process‑improvement initiatives.
• Team Development – Mentor and coach Customer Service Experience Coordinators and Managers, providing technical leadership and supporting the manager with team‑lead responsibilities.

What We Look For

We’re seeking a seasoned professional who blends analytical rigor with a passion for customer advocacy. Below are the core qualifications and preferred attributes that will help you thrive in this role.

Essential Qualifications

• Education & Experience – Bachelor’s degree in electronics, a technical school diploma, or equivalent practical experience.
• Industry Expertise – Minimum 5 years in escalation management, client success, or customer experience management, preferably within customer care, clinical trials, or a related sector.
• Process Proficiency – At least 5 years working with brighthush’s processes and tools, and a minimum of four years in a Customer Service Experience Manager or equivalent role.
• Certifications – LEAN, ITIL, and Agile certifications are highly desirable.
• Technical Skills – Proficiency with Microsoft Office suite and related software.
• Analytical Acumen – Demonstrated ability to analyze complex information, identify root causes, manage risk, and develop effective resolution and continuous‑improvement strategies.
• Communication Excellence – Outstanding written and verbal communication skills in English, with the ability to convey complex or technical information clearly to diverse audiences. Additional language proficiency is a plus.
• Organizational Mastery – Strong problem‑solving, organizational, and time‑management skills, with a proven track record of managing competing priorities and meeting deadlines.
• Relationship Building – Proven ability to build collaborative relationships, anticipate customer needs, and deliver effective solutions and recommendations.
• Location & Remote Readiness – Based in the United States and able to work remotely.

Preferred Attributes

• Experience leading cross‑functional teams in a fast‑paced, high‑growth environment.
• Track record of implementing process improvements that result in measurable cost savings or efficiency gains.
• Strong stakeholder management skills across multiple business units, including executive‑level communication.
• Proficiency with data visualization tools (e.g., Power BI, Tableau) and advanced Excel skills.
• Demonstrated ability to influence change in a matrixed organization.

Key Skills & Competencies

Success in this role requires a blend of technical, analytical, and interpersonal skills:

• Advanced problem‑solving and root‑cause analysis
• Strategic thinking and data‑driven decision making
• Stakeholder management across multiple business units
• Process improvement methodology (LEAN, Six Sigma, Agile)
• Exceptional communication and presentation abilities
• Change management and influence skills
• Customer‑centric mindset with a passion for service excellence
• Adaptability in a fast‑paced, evolving environment

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As Lead Customer Service Experience Manager, you will:

• Lead cross‑functional initiatives that shape the future of customer experience across the organization.
• Mentor and develop the next generation of customer service leaders.
• Gain exposure to strategic decision‑making at the executive level.
• Access continuous learning programs, including industry certifications, leadership workshops, and technical training.
• Opportunity to transition into senior leadership roles such as Director of Customer Experience, Head of Customer Success, or VP of Customer Operations.

Work Environment & Culture at brighthush

Our culture is built on the pillars of innovation, collaboration, and impact. You’ll find:

• A flat, inclusive hierarchy that encourages open dialogue and rapid feedback.
• Cross‑disciplinary teams that blend clinical science, technology, and customer experience expertise.
• A commitment to work‑life balance, with flexible schedules and remote work options.
• Regular team‑building events, hackathons, and wellness initiatives that foster camaraderie and personal well‑being.
• A transparent performance management system that rewards results, initiative, and continuous improvement.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that reflects your expertise and the value you bring. In addition to base pay, you’ll receive:

• Performance‑based bonuses tied to customer satisfaction and process improvement metrics.
• Health, dental, and vision insurance plans with generous coverage options.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and wellness resources.
• Life and disability insurance for added security.

Join Us and Make a Difference

At brighthush, your work will directly influence the speed and quality of life‑changing therapies reaching patients worldwide. If you are a strategic thinker, a data‑driven problem solver, and a passionate advocate for customer success, we invite you to bring your expertise to our team. Together, we can elevate the customer experience, drive operational excellence, and transform the future of clinical research.

Ready to take the next step in your career? and become a key player in our mission to unlock better evidence for a healthier tomorrow.