Senior Manager – Customer Success, Quality Assurance, Training & Knowledge Management – Remote & Flexible – Driving Loyalty & CX Excellence for Global Brands at brighthush

About brighthush

brighthush is a trailblazer in the loyalty and customer experience arena, redefining how iconic brands connect with their audiences worldwide. Recognized as a Top Workplace in the United States and celebrated for its remote‑first culture, brighthush empowers organizations to craft emotionally resonant relationships through data‑driven loyalty strategies and state‑of‑the‑art technology. Our DNA is built on curiosity, collaboration, and relentless improvement—values that permeate every project, every conversation, and every success story. At brighthush, every teammate, regardless of title or tenure, is invited to step into a leadership role, drive innovation, and shape the future of customer experience.

Why Join brighthush?

We blend the best of both worlds: a vibrant, inclusive office culture rooted in St. Petersburg, Florida, and a flexible, remote‑first framework that lets you work from wherever you feel most productive. Our commitment to work‑life balance is reflected in:

• Unlimited flexible time off to recharge and pursue personal passions.
• Nine company‑wide holidays that celebrate both personal milestones and professional achievements.
• Comprehensive benefits suite that prioritizes your growth, development, and well‑being.

Our values‑led approach means every teammate is encouraged to bring their authentic self to work and to lead with purpose. Diversity, equity, and inclusion initiatives are woven into every decision, ensuring that every voice is heard and every contribution is valued.

Role Overview

As the Senior Manager of Customer Success, Quality Assurance, Training & Knowledge Management, you will be the strategic steward of our Contact Center’s operational excellence. You will lead a high‑performing team of Quality Assurance Analysts, Trainers, and Customer Success Specialists, ensuring that every agent is equipped with the tools, knowledge, and support needed to deliver world‑class customer experiences. Your influence will shape the way we train, evaluate, and elevate our workforce, driving scalability, efficiency, and innovation across all supported programs.

Key Responsibilities

• Operational Leadership: Oversee day‑to‑day execution of training, quality, escalation, and support processes, ensuring alignment with company standards and customer expectations.
• Continuous Improvement: Identify and implement opportunities to enhance scalability, automate repetitive tasks, and streamline workflows using technology, AI, and data analytics.
• Team Development: Mentor and coach a cross‑functional team, fostering a culture of learning, accountability, and high performance.
• Stakeholder Collaboration: Partner with Senior Leadership, Product, and Engineering to align training and quality initiatives with product roadmaps and customer success strategies.
• Data‑Driven Decision Making: Leverage metrics and KPIs to assess agent performance, training effectiveness, and customer satisfaction, presenting actionable insights to executive leadership.
• Escalation Management: Own the escalation process, ensuring timely resolution of complex customer issues and driving root‑cause analysis to prevent recurrence.
• Knowledge Management: Maintain and evolve a comprehensive knowledge base that empowers agents and customers alike, ensuring accuracy, relevance, and accessibility.
• Innovation Champion: Explore emerging technologies—such as AI‑powered coaching tools, predictive analytics, and automated quality scoring—to elevate the customer experience.
• Compliance & Governance: Ensure all processes adhere to regulatory standards and internal policies, maintaining audit readiness and risk mitigation.
• Travel & Collaboration: While primarily remote, you will travel as needed to support business objectives, client engagements, and company events, fostering stronger in‑person relationships.

Essential Qualifications

• Bachelor’s degree in Business, Communications, or a related field (Master’s preferred).
• 10+ years of experience in customer success, quality assurance, or training within a high‑volume contact center.
• Proven track record of leading and scaling teams in a remote or hybrid environment.
• Strong analytical mindset with proficiency in industry‑standard data visualization tools.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Experience implementing AI or automation solutions in customer experience workflows.
• Deep understanding of quality metrics, coaching frameworks, and knowledge management best practices.
• Demonstrated ability to influence cross‑functional stakeholders and drive change.
• Commitment to diversity, equity, and inclusion, with a history of fostering inclusive teams.

Preferred Qualifications

• Experience in the loyalty or rewards industry.
• Certifications in Customer Experience (CX), Six Sigma, or Project Management (PMP).
• Knowledge of CRM platforms.
• Background in AI‑driven customer support tools (e.g., chatbots, sentiment analysis).
• Fluency in a second language to support global customer bases.

Skills & Competencies

• Strategic Thinking: Ability to translate business goals into actionable training and quality initiatives.
• Leadership Presence: Inspiring confidence and fostering a culture of continuous improvement.
• Problem Solving: Rapidly diagnose issues and develop scalable solutions.
• Collaboration: Work seamlessly with product, engineering, and marketing teams.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Customer‑Centric Mindset: Champion the customer’s voice in every decision.

Career Growth & Learning

At brighthush, your professional journey is as dynamic as our industry. We offer:

• Structured mentorship programs with senior leaders to accelerate your growth.
• Access to industry conferences, webinars, and training workshops that keep you at the forefront of customer experience trends.
• Internal mobility opportunities across product, engineering, and strategy functions, allowing you to broaden your skill set.
• Continuous learning stipend for courses, certifications, and skill development.
• Clear performance metrics that align with career advancement and recognition.

Work Environment & Culture

Our culture is built on the pillars of transparency, innovation, and empowerment. You’ll experience:

• A remote‑first model that respects your personal commitments and promotes autonomy.
• Weekly virtual town halls and quarterly all‑hands meetings to keep everyone aligned and informed.
• Cross‑functional hackathons that encourage creative problem solving and rapid prototyping.
• Inclusive social events—both virtual and in‑person—to strengthen team bonds and celebrate diversity.
• A culture that celebrates wins, learns from failures, and continuously iterates to improve.

Compensation & Benefits

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

• Base salary commensurate with market standards and your expertise.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance plans that cover you and your family.
• 401(k) matching program to help you build a secure financial future.
• Unlimited paid time off and flexible work arrangements to support your well‑being.
• Wellness stipend and mental health resources to promote holistic health.
• Professional development budget for courses, certifications, and skill enhancement.

Travel & Remote Work

brighthush is a remote‑first organization headquartered in St. Petersburg, Florida. While most of your work will be performed from your preferred location, occasional travel may be required to support business objectives, client engagements, training sessions, and company events. We value meaningful in‑person collaboration and encourage you to bring your best self to these interactions.

How to Apply

Ready to shape the future of customer success at brighthush? Click the link below to submit your application and join a team that values innovation, growth, and impact.

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Closing

At brighthush, we believe that the best customer experiences are built by passionate, empowered teams. If you are a strategic thinker, a data‑driven leader, and a champion for continuous improvement, we invite you to bring your expertise to our dynamic organization. Join us, and together we’ll create loyalty solutions that resonate on an emotional level and drive lasting value for our clients.