Senior Manager, Customer Solutions & Experience Excellence – Spearheading Revenue Growth, Operational Transformation, and Digital Innovation for Remote Teams Across the Midwest at brighthush

Welcome to brighthush – Pioneering the Future of Clinical Diagnostics

brighthush is a trailblazer in the clinical diagnostics arena, redefining how health systems, hospitals, and commercial partners access, interpret, and act on laboratory data. With a footprint spanning 20 states, we deliver state‑of‑the‑art laboratory services, advanced software platforms, and fully integrated workflows that empower clinicians to make faster, more accurate decisions. Our mission is simple yet profound: improve patient outcomes through data‑driven insights while driving sustainable business growth. The Customer Solutions team is the heartbeat of that mission, ensuring every client—from sprawling health networks to regional laboratories—receives world‑class service, seamless onboarding, and continuous value creation.

Why This Role Matters

As a Senior Manager of Customer Solutions, you will be the catalyst for revenue expansion and margin optimization. You will lead cross‑functional initiatives that blend customer advocacy, operational excellence, and digital transformation. Your strategic vision will shape how brighthush engages with clients, resolves complex challenges, and delivers measurable impact on both the customer experience and the company’s bottom line. In a rapidly evolving diagnostics market, your leadership will help brighthush stay ahead of the curve, ensuring that our clients receive the highest level of service and innovation.

Key Responsibilities

• Strategic Onboarding Leadership – Design and execute an end‑to‑end client onboarding framework that balances flexibility with financial guardrails, ensuring high customer satisfaction while protecting operating margins.
• Dynamic KPI Development – Create and refine performance metrics that evolve with business needs, and develop robust execution plans to guarantee profitable, seamless integration of large, complex deals.
• Operational Excellence Oversight – Manage both standard and complex onboarding, problem resolution, and customer retention activities. Champion process improvement and transformation change management across all operations.
• Digital Transformation Champion – Identify opportunities for automation, data analytics, and AI‑driven solutions to enhance operational efficiency and customer satisfaction. Lead or directly execute high‑impact projects when necessary.
• Cross‑Functional Partnership – Collaborate with Commercial Sales, Billing, IT, Laboratory Operations, and Health Plan leadership to create seamless customer journeys and problem‑solving processes.
• Lean Six Sigma Implementation – Apply Lean Six Sigma principles to eliminate chronic issues, drive permanent end‑to‑end resolution, and standardize best practices across the organization.
• Client Communication & Compliance – Draft, edit, and distribute client communications, ensuring compliance with regulatory standards and internal quality systems.
• Team Development & Coaching – Mentor and coach the Customer Solutions function, ensuring accurate, timely delivery of tasks and fostering a culture of continuous improvement.
• At‑Risk Account Management – Lead initiatives to reduce account attrition, collaborating with Sales and Corporate teams to address at‑risk situations proactively.
• RFP & Bid Support – Provide expertise in proposal development, ensuring that brighthush’s value proposition is clearly articulated and aligned with client needs.
• Health Plan Collaboration – Work with Health Plan leadership to resolve grievances, implement plan changes, and maintain strong partner relationships.
• Customer Business Review Leadership – Oversee the execution of business reviews for key accounts, driving data‑driven insights and actionable recommendations.
• Continuous Learning & Best Practices – Participate in national Customer Solutions best‑practice teams, sharing insights and implementing proven strategies across the organization.

Essential Qualifications

• Minimum 6 years of experience in customer‑facing roles within service‑oriented environments, with a proven record of managing KPIs and resolving complex operational issues.
• At least 3 years of direct people management and team leadership experience.
• 3+ years of executive‑level customer engagement, demonstrating the ability to influence senior stakeholders.
• 3+ years leading operational excellence, change management, and large‑scale transformation or digitization initiatives, with practical application of Lean Six Sigma principles.
• Deep understanding of clinical laboratory business models, service delivery requirements, and the ability to collaborate with large health systems and hospitals.
• Strong program and project management experience, including PMP certification (preferred).
• Proficiency in translating Power BI or Tableau dashboard insights into actionable strategies that optimize workflows and drive strategic decisions.
• Ability to link operational metrics to financial P&L performance, ensuring data‑driven profitability.
• Exceptional communication, writing, and presentation skills, capable of conveying complex issues to client leadership.
• Demonstrated ability to influence stakeholders and drive organizational change in virtual, cross‑functional environments.

Preferred Qualifications

• PMP certification.
• Lean Six Sigma Green or Black Belt certification.
• Track record of successful Kaizen or process‑improvement initiatives.
• Experience with AI and digital innovation, deploying modern analytics platforms to automate tasks and enhance operational efficiency.
• Bachelor’s degree in Life Sciences, Business, Customer Relations, IT, or a related field.
• Prior experience with brighthush (or similar diagnostic organizations) is highly valued.

Skills & Competencies for Success

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Data‑Driven Decision Making – Proficiency in analytics tools and translating data into actionable insights.
• Change Leadership – Proven track record of leading teams through transformation initiatives.
• Customer Advocacy – Passion for delivering exceptional service and building long‑term relationships.
• Collaboration & Influence – Skilled at building consensus across diverse, cross‑functional teams.
• Process Optimization – Expertise in Lean Six Sigma and continuous improvement methodologies.
• Communication Excellence – Clear, concise, and persuasive written and verbal communication.
• Adaptability – Comfortable navigating ambiguity and driving results in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As Senior Manager, you will:

• Lead high‑impact projects that shape the future of diagnostics and customer experience.
• Mentor and develop the next generation of leaders in Customer Solutions.
• Participate in executive‑level strategy sessions, gaining exposure to the company’s vision and growth plans.
• Access industry conferences, certifications, and training programs, including Lean Six Sigma, PMP, and AI/ML workshops.
• Opportunity to transition into broader leadership roles such as Director of Customer Experience or VP of Commercial Operations.

Work Environment & Culture at brighthush

brighthush fosters a culture of innovation, collaboration, and continuous learning. Our remote‑first approach empowers you to work from anywhere in the U.S., while our regional hubs in major cities provide opportunities for in‑person collaboration and community building. We value:

• Inclusivity and diversity – a workforce that reflects the communities we serve.
• Employee well‑being – flexible schedules, mental health resources, and wellness programs.
• Recognition and reward – performance‑based bonuses, spot awards, and public acknowledgment of achievements.
• Transparency – open communication from leadership and a clear path for career progression.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to individual, team, and company metrics.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health support.
• Flexible work arrangements and remote‑work stipend.

Ready to Make an Impact?

If you are a strategic, data‑savvy leader who thrives on solving complex problems, driving operational excellence, and building lasting customer relationships, brighthush invites you to join our Customer Solutions team. This is your chance to shape the future of diagnostics, influence revenue growth, and elevate the customer experience across a dynamic, high‑growth industry.

Apply today and become a pivotal part of brighthush’s mission to deliver better healthcare outcomes through innovation, collaboration, and exceptional service.