Senior Manager, Family Operations – Customer Experience & Service Excellence – Remote (Oregon)

About brighthush

brighthush is a forward‑thinking, mission‑driven organization dedicated to transforming the way families experience customer service. With a focus on empathy, innovation, and operational excellence, we empower our teams to deliver world‑class support that keeps families smiling and confident in every interaction. Our remote‑first culture blends flexibility with a strong sense of community, allowing you to thrive from anywhere while staying connected to a vibrant, purpose‑driven team.

Why Join brighthush?

At brighthush, we believe that great customer experience starts with great people. As a Senior Manager in Family Operations, you’ll be at the forefront of shaping how families interact with our services, ensuring that every touchpoint is seamless, supportive, and memorable. You’ll work alongside a diverse group of leaders who are passionate about continuous improvement, data‑driven decision making, and creating an inclusive environment where every voice is heard.

Key Responsibilities

• Lead and Inspire: Manage a team of customer experience managers and frontline supervisors, fostering a culture of accountability, collaboration, and high performance.
• Operational Excellence: Design, implement, and refine processes that streamline high‑volume customer interactions, reduce response times, and increase first‑contact resolution.
• Performance Management: Set clear KPIs, conduct regular performance reviews, and develop coaching plans that elevate team capabilities and drive measurable results.
• Data‑Driven Insights: Leverage analytics tools to monitor service metrics, identify trends, and recommend actionable improvements that enhance customer satisfaction.
• Cross‑Functional Collaboration: Partner with product, technology, and marketing teams to align customer experience initiatives with broader business objectives.
• Change Management: Champion new initiatives, ensuring smooth adoption across the organization while maintaining operational continuity.
• Stakeholder Communication: Present findings, progress reports, and strategic recommendations to senior leadership and key stakeholders.
• Compliance & Quality Assurance: Ensure all customer interactions meet regulatory standards and internal quality benchmarks.

Essential Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Minimum of 5 years of progressive leadership experience in customer care, high‑volume operations, or a related domain.
• Proven track record of leading cross‑functional teams to achieve operational goals and drive continuous improvement.
• Strong analytical mindset with experience using data analytics platforms (e.g., Tableau, Power BI, or similar).
• Excellent communication skills, both written and verbal, with the ability to influence and inspire at all levels.
• Demonstrated ability to manage change in a fast‑paced, remote environment.
• Proficiency in project management tools (e.g., Asana, Jira, Trello) and CRM systems.

Preferred Qualifications

• Experience in the education or child‑care industry, with a deep understanding of family‑centric customer needs.
• Advanced certifications in Six Sigma, Lean, or related process improvement methodologies.
• Background in designing and implementing remote workforce strategies.
• Multilingual capabilities, especially in languages commonly spoken by families in Oregon.
• Experience with AI‑powered customer service tools or chatbot integration.

Key Skills & Competencies

• Leadership & Mentorship: Ability to coach, develop, and retain high‑performing talent.
• Strategic Thinking: Translate business objectives into actionable operational plans.
• Customer‑Centric Mindset: Deep empathy for families and a passion for delivering exceptional service.
• Analytical Acumen: Proficiency in interpreting complex data sets to drive decisions.
• Adaptability: Thrive in a dynamic, remote work environment with evolving priorities.
• Collaboration: Build strong relationships across departments to achieve shared goals.
• Technology Savvy: Comfortable adopting new tools and platforms to enhance efficiency.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Senior Manager, you’ll have access to:

• Leadership development programs focused on strategic management, change leadership, and emotional intelligence.
• Mentorship from senior executives who are passionate about nurturing the next generation of leaders.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Annual learning stipend for courses, certifications, or conferences that align with your career goals.
• Clear promotion pathways to Director or VP roles within the Customer Experience organization.

Work Environment & Culture at brighthush

Our remote‑first model means you can work from anywhere in Oregon, with flexible hours that respect your personal commitments. Despite the distance, we maintain a strong sense of community through:

• Weekly virtual town halls and informal coffee chats.
• Monthly team‑building activities and virtual happy hours.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Transparent communication channels that keep everyone informed and engaged.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans for you and your family.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements and a fully remote work setup.
• 401(k) plan with company match to help you secure your future.
• Wellness programs, mental health resources, and employee assistance programs.
• Annual stipend for home office equipment and technology upgrades.

How to Apply

If you’re ready to lead a high‑impact team, drive operational excellence, and shape the future of customer experience for families, we want to hear from you. Submit your application through the link below and join the brighthush family where your expertise will make a real difference.