Senior Manager – Customer Success, Quality Assurance, Training & Escalations – Remote Leadership Role at brighthush

About brighthush

At brighthush, we’re redefining loyalty in the digital age. Recognized as a Top Workplace in the USA and a Top Remote Workplace, our mission is simple: help brands forge deep, emotional connections with their customers through cutting‑edge loyalty solutions. We bring together the brightest minds in customer experience, technology, and data science to create experiences that resonate and drive lasting value.

Why Join brighthush?

Our culture is built on innovation, collaboration, and continuous learning. Whether you’re working from our sunny headquarters in St. Petersburg, Florida, or from anywhere in the world, you’ll find a flexible, supportive environment that values work‑life balance and personal growth.

• Flexible time off to recharge when you need it
• Nine company‑wide holidays that respect your personal commitments
• A diverse suite of benefits focused on your growth, development, and well‑being

We’re a values‑led organization where every teammate is a leader, regardless of title. Our commitment to diversity, equity, and inclusion is woven into everything we do—from hiring to day‑to‑day collaboration.

Position Overview

As the Senior Manager – Customer Success, Quality Assurance, Training & Escalations, you will be the strategic steward of our contact center’s operational excellence. You’ll lead a high‑performing team of Quality Assurance Analysts, Trainers, and Customer Success Specialists, ensuring that every customer interaction reflects brighthush’s commitment to exceptional service.

Key responsibilities include:

• Oversee daily operations of quality, training, knowledge management, and escalation processes
• Develop and implement scalable training programs that empower agents to deliver consistent, high‑quality customer experiences
• Lead continuous improvement initiatives that leverage automation, AI, and data analytics to enhance efficiency and effectiveness
• Collaborate with cross‑functional teams (Product, Engineering, Sales, Marketing) to align training and quality initiatives with business goals
• Act as the primary point of contact for escalated customer issues, ensuring timely resolution and root‑cause analysis
• Provide mentorship and career development for team members, fostering a culture of learning and accountability
• Report on key performance metrics to senior leadership, translating data into actionable insights

Essential Qualifications

• 10+ years of experience in customer success, quality assurance, or contact center operations, with at least 5 years in a leadership role
• Proven track record of building and scaling training programs for large, distributed teams
• Deep understanding of quality assurance frameworks, customer journey mapping, and escalation management
• Strong analytical skills with the ability to interpret data, identify trends, and recommend improvements
• Experience with AI/ML tools for customer service, such as chatbots, sentiment analysis, and predictive routing
• Excellent communication and presentation skills, capable of influencing stakeholders at all levels
• Demonstrated ability to drive change in a fast‑paced, remote‑first environment

Preferred Qualifications

• Experience in the loyalty or rewards industry
• Knowledge of CRM platforms (e.g., Salesforce, Zendesk) and contact center solutions (e.g., Genesys, Five9)
• Certifications in Six Sigma, Lean, or similar process improvement methodologies
• Fluency in multiple languages is a plus

What You’ll Bring to the Team

We’re looking for a visionary leader who can:

• Challenge the status quo and drive continuous improvement across all customer touchpoints
• Champion a culture of accountability, transparency, and data‑driven decision making
• Build strong relationships with cross‑functional partners to align training and quality initiatives with product roadmaps and business objectives
• Mentor and develop high‑potential talent, creating a pipeline of future leaders within the organization
• Navigate complex customer escalations with empathy, professionalism, and a focus on root‑cause resolution

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Structured leadership development programs and mentorship from senior executives
• Access to industry conferences, workshops, and training courses at no cost
• Opportunities to lead cross‑functional projects that impact the entire organization
• Clear pathways to senior leadership roles, including Director and VP positions

Work Environment & Culture

Our remote‑first model means you can work from anywhere, but we also value in‑person collaboration. Periodic travel to our headquarters in St. Petersburg, Florida, or to client sites is expected to strengthen relationships and enhance team cohesion. We celebrate diversity and encourage every teammate to bring their authentic self to work.

Compensation & Benefits

While specific figures vary by role and experience, we offer a competitive salary package that includes:

• Base salary commensurate with market rates and experience
• Performance‑based bonuses tied to team and company metrics
• Comprehensive health, dental, and vision insurance plans
• 401(k) plan with company match
• Unlimited paid time off policy to support work‑life balance
• Professional development stipend and tuition reimbursement
• Employee wellness programs, including mental health resources and fitness stipends

Travel Requirements

As a remote‑first organization headquartered in St. Petersburg, Florida, we value meaningful in‑person connections. While most of your work will be virtual, you may be required to travel periodically for:

• Team collaboration and training sessions
• Client engagements and product launches
• Company events and leadership retreats

We’ll provide travel support and ensure that your travel schedule aligns with your personal commitments.

Our Commitment to Diversity, Equity, and Inclusion

brighthush is proud to be a merit‑based employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, or any other protected characteristic. Our DEI initiatives are embedded in every aspect of our culture, from hiring to daily operations.

Ready to Make an Impact?

If you’re passionate about elevating customer experience, driving operational excellence, and leading a high‑impact team, we want to hear from you. Join brighthush and help shape the future of loyalty for some of the world’s most iconic brands.

Apply today and become part of the Apply for this job