Senior Manager, Customer Care Product Operations – Driving Innovation in Pharmacy Claims & Customer Experience

About brighthush

brighthush is a trailblazing pharmacy care company that blends cutting‑edge technology, unwavering trust, and a heart‑centered approach to deliver accessible, affordable, and patient‑first care across the United States. With a mission to transform the way people experience pharmacy services, brighthush leverages data, automation, and collaborative partnerships to streamline claims, enhance customer satisfaction, and empower healthcare providers. Our culture is built on curiosity, continuous improvement, and a shared commitment to making a tangible difference in the lives of patients and partners alike.

Role Overview

As the Senior Manager, Customer Care Product Operations, you will be the strategic leader responsible for shaping the product operations landscape that supports our customer care teams. You will partner with cross‑functional stakeholders—including product, engineering, data science, and clinical operations—to design, implement, and refine processes that drive efficiency, quality, and scalability. Your analytical acumen, SQL expertise, and proven leadership will ensure that our pharmacy claims workflows are not only robust but also continuously evolving to meet the dynamic needs of patients, providers, and the broader healthcare ecosystem.

Key Responsibilities

• Lead Product Operations Strategy: Define and execute a product operations roadmap that aligns with brighthush’s strategic goals and enhances the customer care experience.
• Team Leadership & Development: Build, mentor, and inspire a high‑performing team of product operations specialists, fostering a culture of accountability, collaboration, and professional growth.
• Workflow Optimization: Analyze existing claims and customer service workflows, identify bottlenecks, and implement data‑driven solutions that improve throughput, accuracy, and customer satisfaction.
• Cross‑Functional Collaboration: Partner with product managers, engineers, data analysts, and clinical teams to translate business requirements into operational enhancements and product features.
• Performance Metrics & Reporting: Develop and maintain dashboards, KPI reports, and executive summaries that track operational performance, identify trends, and inform decision‑making.
• Process Documentation & Governance: Create comprehensive SOPs, process maps, and governance frameworks to ensure consistency, compliance, and continuous improvement across the organization.
• Stakeholder Communication: Present findings, recommendations, and progress updates to senior leadership, ensuring transparency and alignment across all levels.
• Innovation & Continuous Improvement: Champion a culture of experimentation, encouraging the team to test new tools, technologies, and methodologies that drive operational excellence.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, or a related field.
• Minimum of 5 years of experience in pharmacy claims or a closely related domain, with at least 3 years in a leadership or managerial capacity.
• Advanced proficiency in SQL, including complex query writing, data modeling, and performance tuning.
• Strong analytical mindset with the ability to translate data insights into actionable operational strategies.
• Proven track record of leading cross‑functional teams and managing multiple concurrent projects.
• Excellent communication skills—both written and verbal—capable of articulating complex concepts to diverse audiences.
• Experience with Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools such as Power BI, Tableau, or similar.
• Demonstrated ability to thrive in a fast‑paced, remote work environment while maintaining high standards of quality and collaboration.

Preferred Qualifications

• Master’s degree or MBA in a relevant field.
• Experience working within a SaaS or technology‑driven healthcare organization.
• Knowledge of regulatory frameworks governing pharmacy claims (e.g., HIPAA, ACA, Medicare/Medicaid).
• Familiarity with Agile methodologies and product lifecycle management.
• Prior exposure to customer experience (CX) metrics and improvement frameworks.
• Background in data science or analytics, with proficiency in Python or R.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operational details.
• Leadership & Mentorship: Inspiring team members to reach their full potential and fostering a culture of continuous learning.
• Problem‑Solving: Creative and analytical approaches to complex operational challenges.
• Project Management: Proven ability to plan, execute, and deliver projects on time and within scope.
• Collaboration: Strong interpersonal skills to work effectively with stakeholders across functions and geographies.
• Adaptability: Comfortable navigating change and ambiguity in a rapidly evolving industry.
• Customer‑Centric Mindset: Deep empathy for patients and providers, driving solutions that enhance their experience.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the industry we serve. As Senior Manager, you will:

• Lead high‑impact initiatives that shape the future of pharmacy claims technology.
• Collaborate with senior executives and industry thought leaders, expanding your network and influence.
• Access continuous learning resources, including certifications in data analytics, project management, and healthcare compliance.
• Participate in cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Be considered for executive leadership roles, such as Director of Product Operations or VP of Customer Experience, based on performance and strategic alignment.

Work Environment & Company Culture

brighthush thrives on a culture that values transparency, innovation, and work‑life balance. Key highlights include:

• Fully remote, flexible work arrangements that empower you to design your ideal work environment.
• Regular virtual town halls and cross‑functional workshops that keep everyone aligned and engaged.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Employee wellness programs, including mental health resources, virtual fitness classes, and mindfulness sessions.
• Annual “Innovation Hackathon” where teams prototype new ideas that could become product features.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior product operations leaders.
• Performance‑based bonuses tied to individual, team, and company goals.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match to support your future financial security.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development stipend for courses, certifications, and conferences.
• Access to a digital wellness platform and mental health counseling services.

How to Apply

Ready to make a lasting impact on the future of pharmacy care? Submit your resume and a cover letter that highlights your experience in product operations, pharmacy claims, and leadership. Tell us how you would drive operational excellence at brighthush and why you’re excited to join our mission‑driven team.

We look forward to exploring how your expertise can help us continue to deliver patient‑first care that is both accessible and affordable.