Senior Manager, Customer Operations & Experience Strategy – Lead CX Excellence, Engagement, Education, and Continuous Improvement for brighthush’s Mission‑Driven Faith Tech Platform (Remote, U.S.)

About brighthush – Empowering Faith Communities Through Purpose‑Driven Technology

brighthush is more than a software company; it is a movement that believes technology should serve purpose, not just profit. Our mission is to equip churches, ministries, and faith‑based organizations with intuitive, data‑driven tools that let them focus on their calling while we handle the tech. From financial stewardship to community building, our platform blends simplicity with sophistication, enabling ministries to thrive in an increasingly digital world. As a fully distributed, purpose‑driven organization, we celebrate diversity, champion continuous learning, and reward impact over perfection. If you’re ready to help shape the future of faith tech and make a measurable difference in communities across the globe, you’ve found the right place.

Why This Role Matters

The Senior Manager of Customer Operations & Experience Strategy is the linchpin that transforms how brighthush serves its community of churches. You will design, implement, and refine the processes, technology, and people that keep our customers satisfied, retained, and growing. Your work will directly influence the financial stability of ministries, enable them to serve their communities more effectively, and reinforce brighthush’s reputation as a trusted partner. In short, you’ll be the catalyst that turns customer feedback into action, technology into opportunity, and data into insight.

Key Responsibilities

1. CX Operational Strategy & Process Design

• Define CX Vision and OKRs: Translate brighthush’s strategic goals into clear, measurable objectives for the CX organization, ensuring alignment with company‑wide priorities and the mission of our church partners.
• Process Design & Continuous Improvement: Build scalable, friction‑free workflows that empower both customers and agents. Prioritize simplicity, automation, and a customer‑centric mindset to reduce ticket volume and increase satisfaction.
• Prioritization & Project Management: Scope, prioritize, and deliver cross‑functional initiatives on time, balancing long‑term improvements with day‑to‑day operational needs. Use data, stakeholder input, and agile principles to keep projects on track.
• Staffing & Resource Forecasting: Anticipate future headcount and skill requirements, aligning the CX Ops & Education roadmap with business growth and seasonal demand spikes.
• Performance Metrics & Accountability: Establish a robust framework for measuring team performance, customer satisfaction, and operational efficiency. Use dashboards to provide real‑time visibility to stakeholders.

2. Systems & CX Technology Leadership

• Technology Stack Leadership: Own the strategy for Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and proprietary tools. Ensure each platform delivers maximum value to agents and customers.
• Integration & Workflow Reliability: Ensure seamless data flow across systems, evaluate new tools, and champion adoption to boost agent efficiency and reduce manual errors.
• Automation & AI Enablement: Design automated workflows and leverage AI to reduce manual tasks, improve response times, and enhance the customer journey. Pilot new AI features and measure impact.
• Data Integrity & 360° View: Maintain accurate customer records, ensuring a single source of truth for all cross‑functional initiatives and enabling data‑driven decisions.
• Vendor Management: Negotiate renewals, contracts, and platform capabilities with external partners, ensuring cost‑effective and high‑quality solutions.
• Security & Compliance Oversight: Work with legal and compliance teams to ensure all customer data handling meets industry standards and privacy regulations.

3. Reporting, Insights & Voice of the Customer

• Metrics & Forecasting: Own reporting on retention, CSAT, NPS, CES, and service levels. Provide actionable insights to leadership and forecast trends to guide strategy.
• Strategic Analysis: Translate data into strategic recommendations for board reporting and quarterly reviews. Identify root causes of issues and propose solutions.
• Product Feedback Loop: Partner with Product, Marketing, Engineering, and Data Science to surface pain points and drive product enhancements that align with customer needs.
• Financial Stewardship: Collaborate with senior leaders to monitor budgets, expenditures, and ROI of CX initiatives, ensuring financial discipline and value creation.
• Customer Journey Mapping: Lead the creation and maintenance of detailed journey maps that capture every touchpoint, pain point, and opportunity for delight.

4. Customer Engagement, Education & Expansion

• Help Center & Self‑Service: Oversee documentation, AI‑driven support, and in‑app guidance to empower users and reduce ticket volume.
• Education & Enablement: Lead webinars, training sessions, and internal product education to ensure customers and agents are fully equipped to succeed.
• Feature Readiness: Coordinate cross‑functional readiness for new releases, ensuring seamless adoption and minimal disruption.
• Community Building: Drive initiatives that connect church leaders, fostering a vibrant user community and peer‑to‑peer learning.
• Revenue Growth: Champion CX‑led cross‑selling and upselling strategies to subscription customers, contributing directly to the company’s growth.
• Global Expansion Support: Adapt CX processes and tools to support new markets, languages, and cultural nuances as brighthush expands worldwide.

5. Team Leadership & Culture Building

• People Development: Coach, mentor, and grow the CX Operations & Education team, setting clear ownership and accountability. Foster a culture of continuous learning and high performance.
• Operational Maturity: Elevate the CX organization’s processes, systems, and metrics to achieve higher efficiency and cost savings.
• Change Management: Lead teams through operational transformations, building trust and fostering a culture of continuous improvement.
• Servant Leadership: Model empathy, ownership, and a deep care for the churches we serve, inspiring the team to deliver exceptional service.
• Diversity & Inclusion Advocacy: Champion inclusive hiring practices, equitable career progression, and a welcoming environment for all team members.

Essential Qualifications

• 5+ years of experience managing business systems, integrations, or operational technology in a fast‑paced environment.
• Proven track record of improving operations, setting priorities, and driving cross‑functional initiatives from planning to execution.
• Strong leadership experience: coaching and developing high‑performing teams in a distributed setting.
• Excellent communication skills, able to tailor messaging for diverse audiences, from frontline agents to executive leadership.
• Digital fluency: deep understanding of how technology, systems, integrations, and data flow together to create seamless customer experiences.
• Ability to travel 3–6 times per year for in‑person meetings, conferences, or client visits.
• U.S.‑based, legally eligible to work full‑time in the United States.

Preferred Qualifications

• 3+ years in SaaS customer operations, revenue operations, payments, or a related technology‑driven environment.
• Formal project management training or certification (PMP, Agile, Scrum).
• Bachelor’s degree in Business, Operations, Communications, or a related field.
• Experience working with or serving churches, faith‑based organizations, or other mission‑driven entities.
• Knowledge of AI‑driven customer support tools and experience implementing them at scale.

Skills & Competencies

• Strategic Thinking & Execution
• Process Design & Continuous Improvement
• Technology & Integration Management
• Data Analysis & Insight Generation
• Team Leadership & Coaching
• Change Management & Stakeholder Engagement
• Customer‑Centric Mindset
• Project Management & Prioritization
• Excellent Written & Verbal Communication
• Adaptability & Resilience in a Rapidly Evolving Environment

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a partnership. As Senior Manager, you will:

• Lead high‑impact initiatives that shape the future of our CX organization and influence the broader product roadmap.
• Collaborate with senior leaders across Product, Engineering, Marketing, and Finance, gaining exposure to all facets of the business.
• Receive mentorship from our executive team and participate in leadership development programs tailored to high‑potential talent.
• Attend industry conferences, webinars, and workshops—travel is supported for key events to keep you at the cutting edge of CX and technology.
• Earn certifications in project management, customer experience, or technology platforms at no cost, accelerating your career trajectory.
• Take on stretch assignments that broaden your skill set, such as leading cross‑functional product launches or global expansion projects.
• Be part of a culture that values experimentation, allowing you to pilot new ideas and learn from outcomes.

Work Environment & Culture

brighthush is a fully distributed team, offering the flexibility to work from anywhere in the United States. We value:

• Trust and Autonomy: You set your own schedule and work in a high‑trust environment that respects work‑life balance.
• Collaboration: Regular virtual huddles, cross‑functional projects, and an open‑door policy ensure that ideas flow freely.
• Diversity & Inclusion: A culture that celebrates different perspectives, backgrounds, and experiences, fostering innovation and belonging.
• Purpose‑Driven Work: Every day, you help churches strengthen their ministries and communities, making a tangible difference in people’s lives.
• Continuous Learning: Access to internal knowledge bases, peer‑learning sessions, and a culture that encourages experimentation.
• Community Service: Annual volunteer days and partnership with local faith organizations to give back to the communities we serve.

Compensation & Benefits

Competitive salary range: $95,000 – $125,000 per year, commensurate with experience. In addition to base pay, you will receive:

• Comprehensive health, dental, and vision insurance for you and your family.
• 401(k) plan with company match to help you build long‑term wealth.
• Generous paid time off, sick leave, and parental leave to support your well‑being.
• Flexible work hours and a stipend for home‑office equipment to create a productive environment.
• Professional development budget and travel reimbursement for approved events, conferences, and certifications.
• Employee wellness programs, mental health resources, and access to a virtual wellness platform.
• Annual team retreats and community service days to strengthen bonds and give back.
• Performance bonuses tied to customer satisfaction and retention metrics.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic.

Ready to Make an Impact?

If you are a strategic thinker, a process‑savvy leader, and a passionate advocate for mission‑driven organizations, we want to hear from you. Join brighthush and help churches thrive in a digital age while advancing your career in a supportive, purpose‑driven environment. Apply today and become a key driver of change, innovation, and community impact.