Senior Manager, Customer Experience Platforms & Cloud Contact Center Innovation – Vendor Partnerships, Strategic Growth Leadership, Driving Global CX Transformation at brighthush

About brighthush

brighthush is more than a technology vendor; we are a global catalyst for customer experience (CX) transformation. With a presence that spans North America, Europe, Asia, and beyond, we empower Fortune 500 enterprises, mid‑market leaders, and ambitious startups to deliver omnichannel, AI‑driven contact center experiences that delight, retain, and inspire loyalty. Our cloud‑native platform blends intelligent automation, real‑time analytics, and seamless integration capabilities into a single, scalable solution that adapts to the ever‑evolving expectations of today’s customers.

At brighthush, technology is a partner, not a product. We collaborate closely with our clients to co‑create solutions that scale, evolve, and stay ahead of market trends. This partnership mindset has earned us a reputation for excellence, innovation, and a relentless focus on customer success.

Why This Role Matters

As the Senior Manager of Customer Experience Platforms, you will be the strategic engine behind our product vision. Your leadership will shape the roadmap that drives innovation, accelerates time‑to‑market, and strengthens our vendor ecosystem. You will work hand‑in‑hand with engineering, product, sales, marketing, and partner teams to ensure that brighthush remains the gold standard for enterprises seeking to transform their customer interactions.

In this role, you will not only influence product strategy but also act as a bridge between the business and technology worlds, ensuring that every feature we build is grounded in real customer needs and market realities.

Key Responsibilities

• Strategic Leadership: Define and execute a bold vision for brighthush’s customer experience platform portfolio, aligning product roadmaps with market demands and corporate objectives.
• Product Lifecycle Management: Own the end‑to‑end product lifecycle—from ideation and market research to launch and post‑launch optimization—ensuring each release delivers measurable value to our customers.
• Vendor & Partner Collaboration: Build and nurture strategic relationships with key technology partners, third‑party vendors, and integration partners to expand our ecosystem and create co‑innovation opportunities.
• Cross‑Functional Coordination: Lead and facilitate collaboration between engineering, design, sales, marketing, and customer success teams to ensure seamless delivery of platform enhancements.
• Data‑Driven Decision Making: Leverage analytics, customer feedback, and market intelligence to prioritize features, optimize performance, and forecast future trends.
• Stakeholder Communication: Present product strategy, progress updates, and performance metrics to senior leadership, investors, and external partners.
• Team Development: Mentor and grow a high‑performing product management team, fostering a culture of continuous learning, accountability, and innovation.
• Risk Management: Identify potential risks—technical, market, or regulatory—and develop mitigation strategies to safeguard product quality and market relevance.
• Financial Oversight: Manage budgets, forecast revenue impact, and ensure that product initiatives deliver a strong return on investment.
• Compliance & Security: Ensure that all platform developments adhere to industry standards, data privacy regulations, and security best practices.
• Innovation Advocacy: Champion emerging technologies such as AI/ML, intelligent automation, and conversational UX to keep brighthush at the forefront of CX innovation.
• Market Intelligence: Conduct competitive analysis, trend forecasting, and customer segmentation studies to inform product strategy and positioning.

Essential Qualifications

• Bachelor’s degree in Computer Science, Business Administration, or a related field (MBA preferred).
• 10+ years of experience in product management or related roles within the cloud contact center, customer experience, or SaaS industry.
• Proven track record of leading end‑to‑end product development cycles, from concept to launch, with measurable business impact.
• Deep understanding of cloud architecture, API integration, and omnichannel communication platforms.
• Experience managing vendor relationships and negotiating partnership agreements.
• Strong analytical mindset with proficiency in data analysis tools (SQL, Tableau, Power BI).
• Excellent communication skills—both written and verbal—across technical and non‑technical audiences.
• Demonstrated ability to influence cross‑functional teams and drive consensus in a fast‑paced environment.
• Hands‑on experience with Agile and Scrum methodologies.
• Passion for customer experience and a customer‑centric mindset.

Preferred Qualifications

• Experience in a senior product management role at a high‑growth SaaS or technology company.
• Background in AI/ML or intelligent automation within customer experience solutions.
• Knowledge of regulatory frameworks such as GDPR, CCPA, or industry‑specific compliance standards.
• Track record of building and scaling partner ecosystems.
• Fluency in multiple languages is a plus.

Core Skills & Competencies

• Strategic Vision: Ability to translate market insights into a compelling product roadmap.
• Technical Acumen: Comfortable discussing architecture, APIs, and integration challenges with engineering teams.
• Leadership & Influence: Inspire teams, manage stakeholder expectations, and drive results.
• Customer Advocacy: Deep empathy for end‑users and a relentless focus on delivering value.
• Analytical Thinking: Use data to inform decisions and measure success.
• Negotiation & Partnership Building: Secure mutually beneficial agreements with vendors and partners.
• Adaptability: Thrive in a dynamic, evolving environment.
• Project Management: Prioritize initiatives, manage timelines, and deliver on commitments.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As Senior Manager, you will:

• Lead a high‑impact product team and shape the strategic direction of our platform.
• Collaborate with senior leaders across the organization, gaining exposure to executive decision‑making.
• Participate in industry conferences, workshops, and thought‑leadership events to stay ahead of emerging trends.
• Access continuous learning resources—online courses, certifications, and internal knowledge hubs—to deepen your expertise.
• Mentor junior product managers and contribute to brighthush’s talent development programs.
• Potential to transition into broader leadership roles—such as Director of Product or VP of Customer Experience—based on performance and business needs.
• Engage in cross‑functional initiatives that broaden your skill set beyond product management, including sales strategy, marketing, and partner enablement.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and innovative culture where every voice matters. We champion:

• Remote‑First Flexibility: Work from anywhere while staying connected through virtual collaboration tools.
• Diversity & Inclusion: A workforce that reflects a wide range of perspectives, backgrounds, and experiences.
• Continuous Feedback: Regular check‑ins, performance reviews, and open channels for idea sharing.
• Health & Well‑Being: Comprehensive health plans, mental health resources, and wellness programs.
• Community Impact: Volunteer opportunities and corporate social responsibility initiatives that give back to local communities.
• Innovation Labs: Dedicated spaces for experimentation, hackathons, and rapid prototyping.
• Celebration of Success: Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior product leadership roles.
• Performance‑based bonuses tied to product milestones and company growth.
• Equity or stock‑option plans to align your success with the company’s long‑term vision.
• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company matching.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Access to cutting‑edge tools, technology, and a collaborative workspace.
• Employee wellness programs, including gym memberships and mindfulness sessions.

How to Apply

Ready to lead the next wave of customer experience innovation? Submit your resume and a cover letter that highlights your product leadership journey, vendor partnership successes, and vision for the future of cloud contact center solutions. Click the link below to apply:

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Join brighthush Today

At brighthush, you will not only shape products that transform how businesses talk to their customers—you will also shape the culture, the future, and the very definition of customer experience excellence. If you are a visionary leader who thrives on collaboration, data, and continuous improvement, we want to hear from you. Let’s build the next generation of contact center technology together.