Senior Manager – Customer Experience, Post‑Test Support & Billing Strategy & Transformation – Healthcare Diagnostics

About brighthush

brighthush is a trailblazing leader in the healthcare diagnostics arena, dedicated to delivering precise, timely, and compassionate patient care through cutting‑edge genetic testing solutions. Our mission is to empower patients and providers with actionable insights that transform health outcomes. At brighthush, we believe that the journey doesn’t end when a test result is finalized – it’s only the beginning of a partnership that supports patients and clinicians every step of the way.

Why Join brighthush?

As a global innovator, brighthush offers a dynamic, inclusive, and collaborative environment where your ideas shape the future of healthcare. We champion continuous learning, provide access to the latest technology, and foster a culture that values curiosity, empathy, and excellence. Whether you thrive in a fast‑paced startup vibe or a structured corporate setting, you’ll find the resources and autonomy to grow, lead, and make a tangible impact on millions of lives.

Position Overview

The Senior Manager – Customer Experience, Post‑Test Support & Billing Strategy & Transformation is a pivotal, cross‑functional leadership role that owns the entire post‑test journey for patients and providers. From the moment a result is finalized to the resolution of billing and support queries, you will shape the experience, drive continuous improvement, and ensure that every interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Own the end‑to‑end strategy, roadmap, and improvement portfolio for the Post‑Test Support & Billing value stream, ensuring alignment with brighthush’s overall customer experience vision.
• Collaborate closely with Patient and Provider Journey Directors to synchronize value‑stream priorities with broader journey initiatives, ensuring a seamless, integrated experience.
• Prioritize initiatives across report delivery, non‑clinical education, next‑step guidance, billing communications, financial assistance, payment experience, and issue resolution based on data‑driven insights and stakeholder input.
• Translate patient, provider, and business needs into clear, actionable requirements, user stories, and process changes in partnership with Technology, Digital Product, and Functional teams.
• Lead cross‑functional alignment on investments, sequencing, ownership, and handoffs across Client Services, Clinical Support, Revenue Cycle Management, Laboratory Operations, Technology, Commercial, and Marketing.
• Partner with the CX Research & Measurement Lead to define success metrics, leverage Voice of Customer data, and monitor progress toward strategic outcomes.
• Drive improvement initiatives from discovery through implementation, adoption, and post‑launch evaluation, managing work plans, dependencies, risks, and change readiness.
• Represent the Post‑Test Support & Billing value stream in planning, prioritization, and governance forums, presenting recommendations, trade‑offs, risks, and progress to senior leaders.
• Monitor initiative performance, identify early issues, and adjust or elevate the roadmap to mitigate risks to delivery, experience, or business goals.
• Operate within clinical, legal, compliance, privacy, and operational boundaries, collaborating with Revenue Cycle Management on pricing, financial assistance, and payment decisions while respecting clinical teams’ authority over result interpretation.
• Perform additional duties as assigned, ensuring adherence to brighthush policies, procedures, and regulatory requirements.

Essential Qualifications

• Bachelor’s degree in Customer Experience, Business, Marketing, Healthcare Administration, Human‑Centered Design, Project/Program Management, or a related field.
• 8+ years of progressive experience in customer experience, service design, consulting, product management, healthcare operations, journey management, or enterprise process improvement.
• Demonstrated ownership of a customer journey or value‑stream strategy, roadmap, and improvement portfolio.
• Proven track record of leading strategic transformation and enterprise process improvement across multiple functions.
• Exceptional influence skills – ability to align senior leaders, stakeholders, and cross‑functional teams without direct authority.
• Strong analytical, prioritization, written and verbal communication, facilitation, change‑management, and organizational skills.
• Experience translating customer and business needs into clear requirements, user stories, workflow or process changes, acceptance criteria, and implementation actions.

Preferred Qualifications

• Experience with patient‑facing or provider‑facing healthcare, diagnostic, or laboratory workflows, including report delivery, access, and post‑test support.
• Background in revenue cycle, patient billing, financial assistance, payment experience, or related financial workflows.
• Hands‑on experience partnering with Technology or Digital Product teams to translate patient and provider needs into business requirements and implementation initiatives that enhance the customer experience.

Skills & Competencies

• Customer‑centric mindset with a passion for continuous improvement.
• Strategic thinking and the ability to translate vision into actionable roadmaps.
• Data‑driven decision making, leveraging analytics, customer feedback, and operational metrics.
• Project and program management expertise, including Agile and Lean methodologies.
• Stakeholder management across clinical, commercial, technology, and operational domains.
• Excellent facilitation and presentation skills, capable of communicating complex concepts to diverse audiences.
• Adaptability and resilience in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the industry. You’ll have access to:

• Leadership development programs focused on strategic thinking, change management, and cross‑functional collaboration.
• Mentorship from senior leaders across the organization, providing guidance and exposure to high‑impact initiatives.
• Opportunities to lead cross‑functional projects that span multiple business units, expanding your influence and skill set.
• Continuous learning resources, including certifications in Agile, Lean Six Sigma, and healthcare analytics.
• Global mobility options for those interested in international assignments or remote leadership roles.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and innovation. We value:

• Inclusive teamwork that respects diverse perspectives and encourages open dialogue.
• Work‑life balance, with flexible remote or hybrid work arrangements to support personal and professional commitments.
• Recognition of achievements through performance bonuses, awards, and public acknowledgment.
• Community engagement initiatives, including volunteer opportunities and partnerships with local health organizations.
• Commitment to sustainability and responsible business practices across all operations.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual, team, and company goals.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness stipends.
• Employee stock purchase plan and equity options for eligible roles.

Ready to Make an Impact?

If you are a visionary leader who thrives on transforming customer journeys, driving cross‑functional collaboration, and delivering measurable business outcomes, we want to hear from you. Join brighthush and help us redefine the post‑test experience for patients and providers worldwide.

Apply Today – Your next career milestone starts here. Submit your resume and cover letter through our careers portal, and let’s build the future of healthcare diagnostics together.