Senior Manager, Customer Experience & Solutions – Remote (Midwest) – Championing Revenue Growth, Operational Excellence, and World‑Class Customer Success at brighthush

About brighthush

brighthush is a trailblazer in the healthcare diagnostics arena, turning complex data streams into actionable insights that accelerate patient care and streamline clinical workflows. With a presence in 20 states and a reputation for operational excellence, we empower clinicians, laboratories, and health systems to deliver faster, more accurate results. Our mission is simple yet powerful: to elevate the entire diagnostic journey through relentless innovation, collaborative partnerships, and an unwavering focus on customer success.

Industry Landscape & Our Role

The diagnostics market is evolving at an unprecedented pace. Breakthroughs in genomics, artificial intelligence, and real‑time analytics are redefining how clinicians diagnose and treat patients. In this dynamic environment, brighthush is not just a service provider; we are a strategic partner that helps our clients stay ahead of the curve. By integrating cutting‑edge technology with proven process‑improvement methodologies, we enable health systems to reduce turnaround times, improve test accuracy, and ultimately enhance patient outcomes.

Why Join brighthush?

• Impactful Work: Shape the future of diagnostics by designing solutions that touch every stage of the patient journey.
• Innovation‑First Culture: Leverage AI, data analytics, and Lean Six Sigma to continuously refine our processes and products.
• Revenue‑Driven Projects: Lead initiatives that directly influence profitability and market share.
• Inclusive Environment: Thrive in a collaborative, diverse workplace that values every voice.
• Career Acceleration: Access structured leadership development, mentorship, and cross‑regional opportunities.
• Remote‑First Flexibility: Work from anywhere in the U.S. while staying connected through virtual collaboration tools.

Position Overview

We are seeking a seasoned Senior Manager, Customer Experience & Solutions to join our Customer Solutions team in a fully remote capacity based in the Midwest. This role is pivotal in driving revenue growth, margin optimization, and delivering world‑class customer service. You will act as a strategic influencer and change agent, partnering with Commercial, Billing, Laboratory Operations, IT, Patient Services, and Health Plans to craft and execute seamless solutions that elevate the customer experience and foster long‑term loyalty.

Key Responsibilities

As the Senior Manager, you will own the full lifecycle of client onboarding, account management, and continuous improvement. Your strategic vision and operational expertise will ensure that every customer interaction is efficient, compliant, and value‑driven.

• Strategic Onboarding Leadership: Design and refine an end‑to‑end onboarding framework that balances flexibility with financial guardrails, protecting margins while maximizing satisfaction.
• Performance Metrics & KPI Development: Build dynamic KPIs that evolve with business needs, and develop robust execution plans to integrate large, complex deals profitably.
• Operational Excellence & Continuous Improvement: Apply Lean Six Sigma and other methodologies to identify chronic issues, implement permanent solutions, and drive automation initiatives that increase scalability.
• Cross‑Functional Collaboration: Partner with Commercial Sales, Billing, IT, Laboratory Operations, and Health Plans to create seamless problem‑solving processes and ensure a unified customer experience.
• Client Advocacy & Communication: Serve as the customer’s advocate within brighthush, drafting, editing, and distributing all client communications while ensuring compliance and quality.
• Team Development & Coaching: Mentor and coach the Customer Solutions team, fostering a culture of accountability, continuous learning, and high performance.
• Quality & Compliance Oversight: Monitor adherence to quality systems, lead corrective actions, and ensure all operations meet regulatory and internal standards.
• Strategic Partnerships & RFP Support: Provide expertise in RFP and bid proposal processes, aligning solutions with client needs and business objectives.
• Customer Review & Retention: Lead customer business reviews, analyze account health, and implement at‑risk mitigation strategies to reduce attrition.
• Innovation & Digital Transformation: Identify opportunities for AI and digital tools to automate tasks, enhance data insights, and improve operational efficiency.

Essential Qualifications

• 6+ years of experience in customer‑centric environments, with a proven track record of managing KPIs and resolving complex operational challenges.
• 3+ years of people management and team leadership, including direct supervision of cross‑functional teams.
• 3+ years of executive‑level customer engagement, demonstrating the ability to influence senior stakeholders.
• 3+ years of leading operational excellence, change management, and large‑scale transformation initiatives, with hands‑on Lean Six Sigma experience.
• Deep understanding of clinical laboratory business models and service delivery requirements for large health systems.
• PMP certification (or equivalent) and proven program/project management experience delivering measurable results.
• Proficiency in translating Power BI/Tableau dashboards into actionable insights that drive frontline performance.
• Strong financial acumen, linking operational metrics to P&L outcomes.
• Exceptional communication, writing, and presentation skills, with the ability to convey complex issues to client leadership.
• Collaborative mindset, thriving in virtual, cross‑functional, and geographically dispersed teams.

Preferred Qualifications

• PMP certification (highly preferred).
• Lean Six Sigma Green or Black Belt certification.
• Track record of successful Kaizen or process‑improvement initiatives.
• Experience with AI and digital innovation tools to automate processes and enhance data analytics.
• Bachelor’s degree in Life Sciences, Business, Customer Relations, IT, or a related field.
• Prior experience at brighthush (or a similar diagnostics organization) is a plus.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Change Management & Stakeholder Influence
• Process Design & Optimization
• Customer Advocacy & Relationship Building
• Project & Program Management
• Financial Analysis & Margin Management
• Digital & AI Literacy
• Leadership & Team Development
• Compliance & Quality Assurance

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a comprehensive suite of development resources:

• Structured leadership development programs that refine your strategic and operational capabilities.
• Access to cutting‑edge analytics platforms and AI tools to drive innovation.
• Mentorship from senior executives who champion continuous improvement.
• Opportunities to lead cross‑regional initiatives and influence company‑wide strategy.
• Regular training in Lean Six Sigma, PMP, and emerging digital technologies.
• Annual learning budgets and sponsorship for industry conferences and certifications.
• Participation in internal innovation labs and hackathons to prototype new solutions.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere in the U.S., while still fostering a sense of community through virtual town halls, collaborative tools, and quarterly in‑person retreats. We value:

• Inclusivity and diversity—every voice matters.
• Work‑life balance—flexible schedules and generous time‑off policies.
• Continuous learning—annual learning budgets and access to industry conferences.
• Recognition—performance bonuses, spot awards, and public acknowledgment of achievements.
• Well‑being—employee wellness programs and mental health resources.
• Innovation mindset—encouraging experimentation and rapid prototyping.

Compensation & Benefits

While specific figures vary by location and experience, 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.
• 401(k) plan with company match.
• Paid time off, holidays, and a flexible work schedule.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Technology stipend for home office setup.
• Access to a company‑wide wellness challenge platform and peer‑support groups.

How to Apply

If you are a results‑driven leader ready to shape the future of diagnostics and elevate customer experience, we want to hear from you. Submit your application through our careers portal and join a team that values innovation, collaboration, and impact.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.