Senior Manager – Customer Success, Quality Assurance, Training & Knowledge Management (Remote) – brighthush

About brighthush

At brighthush, we’re redefining the way brands connect with their customers. As a leading provider of loyalty and customer experience solutions, we empower some of the world’s most iconic brands to build lasting emotional bonds with their audiences. Our culture is built on innovation, data‑driven insights, and a relentless focus on delivering exceptional service. Recognized as a Top Workplace in the USA and a Top Remote Workplace, brighthush offers a flexible, collaborative environment where every teammate is a leader and every idea has the potential to shape the future of customer engagement.

Why This Role Matters

As the Senior Manager of Customer Success, Quality Assurance, Training & Knowledge Management, you will be the linchpin that ensures our contact center delivers flawless, consistent, and scalable experiences. You’ll own the full lifecycle of agent readiness—from onboarding to ongoing development—while driving continuous improvement across quality, training, and escalation processes. Your strategic vision and hands‑on leadership will enable brighthush to maintain its reputation as a trusted partner for global brands, ensuring that every customer interaction reflects our commitment to excellence.

Your Impact

In this role, you will:

• Lead, develop, and inspire a high‑performing team of Quality Assurance Analysts, Trainers, and Customer Success Specialists.
• Design and execute training programs that accelerate agent proficiency, reduce ramp time, and enhance knowledge retention.
• Own the quality assurance framework—scorecards, scoring methodologies, calibration standards—to guarantee accurate, actionable insights.
• Drive the escalation management function, turning customer pain points into opportunities for process improvement.
• Champion the adoption of AI‑powered tools, chatbots, and self‑service solutions to increase scalability and reduce manual effort.
• Collaborate with cross‑functional leaders to align training and quality initiatives with business goals and client expectations.
• Mentor future leaders, fostering a culture of accountability, continuous learning, and customer‑first decision making.

Key Responsibilities

Team Leadership & Development

• Recruit, coach, and retain top talent across the Quality, Training, and Customer Success teams.
• Conduct performance evaluations, set clear expectations, and develop individualized growth plans.
• Facilitate regular coaching sessions, knowledge sharing workshops, and peer‑review cycles.
• Implement succession planning to ensure a robust pipeline of future leaders.

Training & Onboarding Excellence

• Develop comprehensive onboarding curricula that cover product knowledge, soft skills, and compliance.
• Leverage digital learning platforms to create engaging, self‑paced modules that reduce training time.
• Measure training effectiveness through metrics such as pass rates, time‑to‑proficiency, and post‑training performance.
• Iterate training content based on quality trends, customer feedback, and evolving business needs.

Quality Assurance Leadership

• Maintain ownership of all quality scorecards, ensuring they reflect current business priorities.
• Lead calibration sessions to align evaluators and uphold consistency across the contact center.
• Analyze quality data to surface trends, root causes, and actionable improvement plans.
• Partner with Operations to implement process changes that elevate service quality.

Escalation & Knowledge Management

• Oversee the Customer Success Specialist team, ensuring timely resolution of escalated issues.
• Document recurring concerns and risk factors, communicating insights to stakeholders.
• Manage knowledge bases (SharePoint, internal wikis) to keep information accurate, searchable, and up‑to‑date.
• Lead the development of AI‑driven support tools, ensuring content aligns with client requirements.

Strategic Innovation & Automation

• Identify opportunities to automate repetitive tasks, enhancing efficiency and scalability.
• Champion the integration of AI and machine learning into quality and training workflows.
• Collaborate with technology partners to pilot new tools that improve agent performance.
• Advocate for data‑driven decision making across the organization.

What You’ll Need

Education & Experience

Bachelor’s degree in Business, Communications, or a related field is preferred. A minimum of 5 years of progressive leadership experience in quality assurance, training, customer success, or contact center operations is required. Experience in a high‑volume, multi‑brand environment is highly valued.

Leadership & Coaching

Proven ability to inspire teams, set clear performance standards, and hold individuals accountable. Demonstrated success in building high‑performing, cross‑functional teams that exceed business objectives.

Analytical & Data‑Driven

Strong analytical mindset with the ability to interpret complex data sets, identify trends, and translate insights into actionable strategies. Proficiency in reporting tools (e.g., Tableau, Power BI) is a plus.

Technical Proficiency

Hands‑on experience with learning management systems (LMS), knowledge management platforms, quality monitoring tools, and process automation solutions. Familiarity with AI‑powered chatbots and self‑service technologies is desirable.

Core Competencies

• Customer‑first mindset with a passion for delivering exceptional experiences.
• Exceptional communication and coaching skills.
• Proactive, solutions‑oriented approach to problem solving.
• Ability to navigate difficult conversations with empathy and clarity.
• High degree of autonomy, ownership, and accountability.
• Continuous improvement mindset and a drive for innovation.
• Strong organizational and leadership skills.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured leadership development programs that prepare you for senior executive roles.
• Mentorship from industry veterans and cross‑functional leaders.
• Opportunities to lead cross‑departmental initiatives and high‑impact projects.
• Regular training on emerging technologies, AI, and customer experience best practices.
• Conferences, webinars, and industry events to expand your network and knowledge base.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and work‑life balance. Our culture is built on:

• Inclusive, diverse, and equitable workplace practices.
• Transparent communication and open feedback loops.
• A commitment to innovation, continuous improvement, and data‑driven decision making.
• Recognition of individual and team achievements through regular awards and shout‑outs.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.

Compensation & Perks

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to team and individual metrics.
• Comprehensive health, dental, and vision insurance.
• Flexible time off policy, including paid vacation, sick leave, and personal days.
• Nine company‑wide holidays and a generous paid parental leave program.
• 401(k) matching and financial wellness resources.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Access to a robust learning and development platform.
• Regular virtual coffee chats with senior leaders and peer networking opportunities.

How to Apply

Ready to lead the next wave of customer success innovation at brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to hear how you can help us elevate the customer experience for our global partners.

Apply today and join a team that values your expertise, celebrates your growth, and empowers you to make a lasting impact.