Senior Manager, Customer Experience & Operations – Driving Excellence in DTC & Subscription CX at brighthush

About brighthush

At brighthush, we’re on a mission to redefine the future of aging and skin health. Our team of four PhDs and seasoned entrepreneurs is dedicated to transforming how people perceive and experience skin longevity. By harnessing cutting‑edge science, we develop clinically proven, peptide‑based products that target the root causes of aging—reducing senescent cell accumulation and lowering biological skin age in real‑world studies. Our commitment to innovation, data‑driven insights, and customer‑centric solutions has positioned brighthush as a leader in the longevity and skincare space.

We believe that everyone deserves to age as the best version of themselves. That philosophy permeates every product, every interaction, and every decision we make. If you’re passionate about science, customer experience, and creating meaningful impact, brighthush is the place for you.

Why This Role Matters

Customer experience is the heartbeat of any consumer‑facing brand, especially in the fast‑evolving DTC and subscription landscape. As the Senior Manager, Customer Experience & Operations, you will shape how brighthush engages with its customers across email, AI‑assisted chat, Amazon, TikTok Shop, our DTC site, and professional skincare partners. Your leadership will translate customer insights into tangible improvements, drive operational excellence, and elevate the overall brand experience.

Key Responsibilities

1. Lead Customer Support Operations & Team Development

• Supervise an in‑house Support Supervisor, ensuring daily queues run smoothly, coaching is consistent, and quality assurance meets brand standards.
• Manage two outsourced BPO partners—overseeing staffing, SLAs, QA, coaching, capacity planning, and performance metrics.
• Maintain and evolve support policies, SOPs, and training resources to guarantee a unified, high‑quality service across all channels.
• Drive a culture of continuous improvement, accountability, and professional growth within the support team.

2. Champion Customer Experience, Retention & Voice of Customer

• Collaborate with Retention, eCommerce, and Marketing to reduce avoidable subscription contacts—cancellations, pauses, and excess‑product inquiries—by enhancing self‑service flows and retention strategies.
• Partner with Shipping & Fulfillment to proactively address delivery‑related issues, implement tracking alerts, and root‑cause resolution.
• Lead the monthly Voice of Customer (VoC) review, identify top drivers of contact volume, and assign cross‑functional owners to implement improvement actions.
• Translate customer feedback into actionable insights that inform product development, policy changes, and service enhancements.

3. Own Systems, AI & Operational Performance

• Configure and continuously improve the CX technology stack—including Kustomer, AI chat automation, and integrations—ensuring seamless workflows and data integrity.
• Expand AI‑assisted support with measurable outcomes, safeguarding service quality, accuracy, and brighthush’s brand voice.
• Report on contact trends, cost per ticket, service performance, and staffing needs; develop data‑driven recommendations for investment and efficiency.
• Maintain vendor relationships, negotiate contracts, and stay abreast of emerging CX technologies.

4. Policy, Risk & Cross‑Functional Collaboration

• Define and execute support policies covering returns, subscription retention offers, and international consumer protection requirements.
• Work closely with Science to monitor customer‑reported skin reactions, identify product‑level patterns, and guide appropriate responses.
• Oversee fraud review and chargeback processes to protect revenue and maintain brand integrity.
• Ensure compliance with regulatory standards and internal risk mitigation frameworks.

Essential Qualifications

• 7+ years of experience in customer experience or support, with at least 4 years managing CX teams within a DTC or eCommerce brand.
• Proven track record of managing outsourced BPO partners—setting SLAs, QA, staffing, and performance metrics.
• Deep understanding of subscription and recurring‑purchase business models, including cancellation, pause, and retention flows.
• Hands‑on expertise in configuring helpdesk workflows, automations, and integrations across Shopify, subscription tools, and returns platforms.
• Strong analytical skills: build contact‑trend, cost, and staffing analyses; present clear, actionable recommendations to executives.
• Excellent written communication—capable of drafting executive updates, SOPs, and customer‑facing policies.
• Flexibility to work West Coast hours as business needs dictate.

Preferred Experience & Skills

• Background in beauty, skincare, or regulated consumer products.
• Experience implementing AI or support automation with measurable goals and results.
• Marketplace support experience, particularly Amazon and TikTok Shop.
• Familiarity with Kustomer, Loop Returns, Skio, Okendo, Looker, Asana, SQL, APIs, or webhooks.
• Proficiency in applying AI to contact analysis, automation design, workflow improvement, or agent efficiency.

What You’ll Bring to the Team

As a hands‑on CX leader, you will balance strategic vision with day‑to‑day execution. You’ll be comfortable coaching teams, managing outsourced partners, and driving operational discipline—all while maintaining a genuine commitment to the customer experience. Your technical confidence will enable you to configure support tools, troubleshoot integrations, and leverage data to refine workflows. Above all, you’ll think beyond the ticket queue, identifying recurring pain points and partnering across functions to solve root causes.

Career Growth & Learning Opportunities

This role is designed to evolve with the function. As brighthush expands its support and automation programs, you will have a clear path to becoming the Director of Customer Experience. You’ll gain exposure to cross‑functional leadership, strategic decision‑making, and the opportunity to shape the future of CX within a rapidly growing DTC brand.

Work Environment & Company Culture

At brighthush, we celebrate individuality, empower our teams, and lead by example. Our culture is built on:

• Data‑driven decision making and a relentless pursuit of excellence.
• Collaboration across disciplines—Marketing, Product, Science, and Legal—to create holistic solutions.
• Continuous learning, with access to industry conferences, training programs, and internal knowledge sharing.
• A flexible, fully remote work model that supports work‑life balance.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary range: $155,000–$175,000.
• Strong quarterly bonus potential tied to performance metrics.
• Equity/stock options to align long‑term success with the company’s growth.
• Fully remote work setup with a one‑time allowance for home office equipment.
• Comprehensive medical, dental, vision, and FSA plans.
• 401(k) with 100% match up to 5% of your salary.
• Flexible PTO and paid holidays.
• Monthly wellness package (Gympass) and free meditation app memberships (Headspace, Calm).
• Free brighthush subscription for full‑size products.
• Access to e‑verify for work authorization documentation.

How to Apply

Ready to lead brighthush’s customer experience to new heights? Submit your application through our careers portal and join a team that’s redefining aging, one conversation at a time.