Senior Manager, Customer Success & Quality Assurance – Training, Escalations, and Knowledge Management at brighthush

About brighthush

brighthush is a leading loyalty solutions provider that partners with some of the world’s most iconic brands to create unforgettable customer experiences. By combining data‑driven insights with cutting‑edge technology, we help organizations build lasting emotional connections that drive growth and loyalty. Recognized as a Top Workplace in the United States and a Top Remote Workplace, brighthush is where passion, innovation, and collaboration converge to shape the future of customer engagement.

Why brighthush?

At brighthush, we believe that every team member is a leader. Our culture is built on trust, transparency, and a relentless focus on continuous improvement. We offer:

• Flexible remote work from anywhere in the U.S., with a supportive hybrid model for those who prefer occasional in‑office collaboration.
• Unlimited time‑off policy that empowers you to recharge when you need it.
• Nine company‑wide holidays and a comprehensive benefits suite that prioritizes your health, growth, and well‑being.
• A vibrant community that celebrates diversity, equity, and inclusion through dedicated initiatives and employee resource groups.
• Opportunities to work on high‑impact projects that shape the loyalty landscape for Fortune 500 brands.

Role Overview

As the Senior Manager of Customer Success & Quality Assurance, you will be the strategic steward of operational readiness, agent development, and customer experience excellence across our contact center. You will lead a high‑performing team of Quality Assurance Analysts, Trainers, and Customer Success Specialists, ensuring that every interaction meets our rigorous standards for quality, compliance, and customer delight.

Key Responsibilities

• Team Leadership & Development – Build, coach, and mentor a diverse team of QA analysts, trainers, and success specialists. Foster a culture of accountability, continuous learning, and ownership.
• Performance Management – Conduct regular performance evaluations, coaching sessions, and development plans. Set clear expectations and hold team members accountable for results.
• Training & Onboarding – Design, deliver, and continuously improve onboarding, certification, and ongoing education programs that align with client needs and industry best practices.
• Quality Assurance & Escalations – Own the creation and maintenance of QA scorecards, scoring methodologies, and calibration standards. Ensure evaluations are accurate, actionable, and aligned with program requirements.
• Knowledge Management – Own the knowledge base, including SharePoint resources, process documentation, and knowledge articles. Keep content current, accurate, and aligned with client expectations.
• Process Improvement & Automation – Identify opportunities to streamline processes, reduce manual effort, and increase scalability through automation, AI, and digital learning solutions.
• Data Analysis & Reporting – Analyze quality trends, training effectiveness, and customer feedback to uncover insights and recommend improvement plans in partnership with Operations Leadership.
• Escalation Management – Lead the Customer Success Specialist team in handling escalations, issue research, and operational support. Serve as the primary escalation point before senior leadership involvement.
• Client Collaboration – Partner with Account Leaders to ensure knowledge content remains accurate and aligned with client requirements. Support new client implementations and program launches.
• Innovation & AI Strategy – Drive the development of AI‑powered support tools, chatbot content, and self‑service solutions that enhance agent efficiency and customer satisfaction.
• Strategic Autonomy – Operate with a high degree of autonomy, making sound judgments that free the Senior Director to focus on strategic initiatives.
• Culture Champion – Foster a customer‑first mindset, continuous improvement culture, and an environment where every voice is heard.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• 5+ years of leadership experience in quality assurance, training, customer success, or contact center operations.
• Proven track record of building and scaling high‑performing teams in a fast‑paced environment.
• Strong analytical skills with the ability to interpret operational data and translate insights into actionable strategies.
• Experience with learning management systems (LMS), knowledge management tools, quality monitoring platforms, and reporting dashboards.
• Excellent communication, coaching, and conflict‑resolution skills.
• High degree of autonomy, ownership, and a passion for continuous improvement.

Preferred Qualifications

• Experience in the loyalty or customer experience industry.
• Hands‑on knowledge of AI solutions, process automation, and digital learning platforms.
• Certified Quality Management Apply for this job