Senior Manager, Customer Operations – Global Support Leadership & Trust & Compliance Excellence at brighthush

About brighthush

brighthush is on a relentless mission to empower people worldwide with knowledge, creativity, and insight. Our suite of products—brighthush, brighthush Slides, brighthush Everand, and brighthush Fable—serves billions of users who rely on us to turn information into action and expertise. We believe that the best ideas emerge when individual flexibility meets a vibrant, collaborative community. That’s why brighthush offers a flexible work model, brighthush Flex, allowing you to choose the workstyle and location that best supports your performance while still fostering intentional in‑person moments that strengthen our culture.

Why Join brighthush?

At brighthush, we champion a culture where authenticity, boldness, and customer focus are not just buzzwords—they’re the foundation of everything we do. We value GRIT—the intersection of passion and perseverance—and we expect every team member to set ambitious goals, deliver measurable results, innovate, and collaborate. If you thrive in an environment that balances autonomy with shared purpose, you’ll find brighthush an inspiring place to grow.

Role Overview

As the Senior Manager, Customer Operations, you will be the guardian of trust and reliability for millions of readers, listeners, and creators across brighthush’s product ecosystem. You’ll shape the end‑to‑end support experience, especially during critical moments, and lead a hybrid team of in‑house and outsourced agents. Your leadership will directly influence customer satisfaction, resolution speed, quality, and cost efficiency, while collaborating closely with Trust & Compliance, Legal, Product, and Engineering to protect our platform and community.

Key Responsibilities

• Operational Leadership – Run the day‑to‑day operating model for both BPO and in‑house support, translating strategic objectives into actionable plans.
• Performance Ownership – Own core support KPIs (CSAT, resolution time, quality scores, cost per contact), set team‑level targets, and drive continuous improvement.
• Team Building & Development – Recruit, coach, and empower a high‑touch, customer‑obsessed support team. Define service standards, create career paths, and maintain a healthy, high‑performing culture.
• Vendor Management – Manage relationships with BPO partners, ensuring they meet performance benchmarks, cost targets, and quality expectations.
• Capacity Planning – Lead workforce forecasting and staffing recommendations, leveraging data analytics to balance demand, capacity, and budget.
• Reputation Management – Oversee public review platforms (Trustpilot, Better Business Bureau, app stores), turning customer sentiment into actionable insights.
• Trust & Compliance Leadership – Guide casework around content moderation, DMCA, privacy, and other regulatory obligations, collaborating with Legal and Trust teams.
• Cross‑Functional Collaboration – Partner with training, quality, product, and engineering to refine support tooling, automation, AI, and bug triage processes.
• Continuous Improvement – Champion operational change initiatives, introducing new tools, processes, and ways of working that elevate both customer experience and team efficiency.

What You Bring

• 8+ years in customer support or operations, with 5+ years in people leadership, managing both individual contributors and functional leads.
• Proven track record of building and scaling high‑touch, customer‑centric support teams, balancing cost and quality.
• Experience managing outsourced/BPO vendor relationships, including performance management and cost accountability.
• Deep understanding of support KPIs and the levers that drive them (CSAT, resolution time, cost per contact, quality scores).
• Data fluency: ability to build and analyze reports in platforms like Zendesk and to work proficiently with spreadsheets (Google Sheets, Excel).
• Builder mindset: energized by designing and refining processes rather than merely maintaining them.
• Comfort with AI‑enabled support tools and a willingness to experiment with new technologies to improve team and customer outcomes.
• Executive presence and cross‑functional influence, comfortable representing customer operations to senior leadership and peer functions.
• Familiarity with trust & safety, content moderation, DMCA, or privacy, or the ability to quickly develop fluency in regulated, high‑stakes domains.

Essential Qualifications

• Strong leadership experience in a hybrid support environment.
• Demonstrated ability to translate strategy into operational excellence.
• Experience with contact center forecasting and workforce planning.
• Proficiency in using support platforms (Zendesk, Freshdesk, etc.) and analytics tools.
• Excellent communication skills, both written and verbal.

Preferred Qualifications

• Background in a fast‑growing tech company with a global user base.
• Experience with AI‑driven chatbots, automated routing, and self‑service solutions.
• Knowledge of regulatory frameworks affecting digital content and user data.
• Experience in a multi‑product environment where support needs vary across product lines.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the products we build. As Senior Manager, you’ll have the chance to:

• Lead cross‑functional initiatives that shape the future of customer experience.
• Mentor and develop the next generation of support leaders.
• Participate in strategic planning sessions with executive leadership.
• Access continuous learning programs, including leadership development, technical certifications, and industry conferences.
• Benefit from a culture that rewards innovation, experimentation, and data‑driven decision‑making.

Work Environment & Culture

brighthush values flexibility, inclusivity, and a sense of belonging. Our brighthush Flex model lets you work from anywhere while ensuring regular in‑person touchpoints that strengthen teamwork and creativity. We celebrate diversity, encourage open dialogue, and foster a culture where every voice is heard. Whether you’re in San Francisco, New York, Toronto, or working remotely, you’ll find a supportive community that thrives on collaboration and shared purpose.

Compensation & Benefits

We offer a competitive total compensation package that includes:

• Base salary aligned with market benchmarks for senior leadership roles.
• Equity options that give you a stake in brighthush’s long‑term success.
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