Senior Manager, Global Clinical Laboratory Transformation & Customer Experience Excellence – Championing Operational Innovation, Patient‑Centric Diagnostics, and Remote‑First Leadership at brighthush

About brighthush

brighthush is not just a diagnostics provider; we are a global catalyst that is reshaping the entire healthcare continuum. By weaving together high‑throughput testing, precision medicine, and next‑generation digital health, we empower clinicians, laboratories, and patients to make faster, more accurate decisions. Our bold mission is simple yet profound: translate data‑driven insights into patient‑centric outcomes that transform how care is delivered worldwide.

With a footprint in over 30 countries and a portfolio that spans routine pathology to cutting‑edge genomics, brighthush sits at the forefront of the next wave of diagnostic innovation. We thrive on curiosity, experimentation, and ownership, and we are looking for leaders who share that passion and can help us accelerate our impact.

Why brighthush?

At brighthush, we champion a remote‑first philosophy that blends flexibility, diversity, and high performance. Our Midwest hubs serve as collaborative centers where teams connect, innovate, and celebrate success—while you can work from any location that fuels your creativity. We celebrate ideas from every voice, fostering an inclusive culture where curiosity, experimentation, and ownership thrive.

Our culture is built on five pillars:

• Innovation – Continuous improvement and bold experimentation are part of our DNA.
• Collaboration – Cross‑functional teams and open communication break down silos.
• Integrity – We hold ourselves to the highest ethical and quality standards.
• Growth – Professional development is a priority, with mentorship, training, and career pathways.
• Well‑Being – Work‑life balance, mental health support, and wellness programs keep our teams energized.

Our commitment to professional growth, well‑being, and work‑life balance makes brighthush the destination for leaders who want to leave a lasting impact.

Role Overview

We are seeking a visionary Senior Manager, Global Clinical Laboratory Transformation & Customer Experience Excellence to lead the next wave of operational transformation and customer success across our worldwide laboratory network. In this senior leadership role, you will be the catalyst that turns data into insight, insight into action, and action into measurable impact. Your influence will shape how clinicians, laboratories, and patients experience brighthush’s services, ensuring every interaction is seamless, data‑driven, and aligned with our mission of world‑class diagnostics.

Key Responsibilities

• Strategic Onboarding & Enablement – Design and launch a world‑class onboarding program for new customer service leaders. Create immersive learning modules, mentorship pairings, and performance dashboards that embed brighthush’s vision and operational standards from day one.
• Performance Management & KPI Ownership – Define, track, and optimize key performance indicators across the customer solutions function. Lead quarterly reviews, root‑cause analyses, and action‑plan development to drive continuous improvement.
• Process Transformation & Operational Excellence – Lead cross‑functional initiatives to streamline workflows, reduce cycle times, and eliminate waste. Leverage Lean Six Sigma principles, automation, AI‑driven analytics, and digital twins to elevate operational efficiency.
• Executive‑Facing Leadership – Serve as a trusted advisor to senior executives, presenting insights, recommendations, and progress updates on customer experience and operational metrics. Translate complex data into clear, actionable narratives.
• Global Clinical Lab Insight – Apply deep knowledge of global clinical laboratory operations to shape customer solutions that meet regulatory, quality, and performance expectations. Stay ahead of emerging trends in diagnostics, genomics, and point‑of‑care testing.
• Team Development & Culture Building – Mentor, coach, and inspire a high‑performing team of customer service managers and analysts. Foster a culture of accountability, growth, and collaboration, and implement career‑path frameworks and succession planning.
• Stakeholder Collaboration – Partner with Sales, Product, Finance, and IT to align customer solutions with business strategy and technology roadmaps. Facilitate cross‑departmental workshops and joint‑go‑live planning.
• Travel & On‑Site Engagement – Travel up to 25% to customer sites, partner hubs, and internal events to maintain strong relationships and gather first‑hand insights. Represent brighthush at industry conferences and regulatory meetings.
• Innovation & Continuous Improvement – Champion emerging technologies and process innovations that enhance customer experience and operational efficiency. Lead pilots, proof‑of‑concepts, and scalability assessments.
• Risk & Compliance Management – Ensure all customer experience initiatives comply with regulatory standards such as CLIA, CAP, ISO 15189, and FDA. Conduct regular audits and risk assessments to safeguard brand integrity.

Key Success Metrics

• Reduction in customer onboarding time by 30% within the first year.
• Improvement of customer satisfaction scores (CSAT) by 15% across all regions.
• Decrease in operational cycle times by 20% through Lean initiatives.
• Achievement of 95%+ compliance audit scores across all laboratory sites.
• Retention of high‑potential talent within the customer experience team.

Essential Qualifications

• Minimum 6 years of progressive customer service experience, with at least 3 years in a people‑management capacity.
• 3+ years of executive‑level engagement, demonstrating the ability to influence senior leaders and drive strategic initiatives.
• Proven track record in operational excellence, including Lean, Six Sigma, or similar methodologies.
• Project Management Professional (PMP) certification or equivalent project management expertise.
• Advanced proficiency in Power BI and Tableau for data visualization and performance monitoring.
• In‑depth understanding of global clinical laboratory operations, regulations, and quality standards.
• Strong analytical, problem‑solving, and decision‑making skills, with a data‑driven mindset.
• Excellent communication, presentation, and interpersonal skills, capable of engaging stakeholders at all levels.
• Ability to thrive in a fast‑paced, remote environment while maintaining high levels of collaboration and accountability.

Preferred Qualifications

• Experience in a large, global diagnostics or healthcare services organization.
• Background in customer experience (CX) strategy, journey mapping, or service design.
• Knowledge of regulatory frameworks such as CLIA, CAP, ISO 15189, and FDA.
• Experience managing cross‑functional teams across multiple geographies.
• Advanced statistical analysis skills and familiarity with R or Python.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Skills & Competencies

• Leadership & Influence – Inspire teams, drive change, and build consensus across functional boundaries.
• Strategic Thinking – Translate business goals into actionable plans and measurable outcomes.
• Data‑Driven Decision Making – Leverage analytics to uncover insights, forecast trends, and optimize performance.
• Process Improvement – Apply Lean Six Sigma tools to streamline operations and enhance customer value.
• Project Management – Plan, execute, and deliver complex initiatives on time and within budget.
• Customer‑Centric Mindset – Champion the voice of the customer in every decision and process.
• Collaboration & Communication – Build strong relationships with internal and external stakeholders.
• Adaptability & Resilience – Navigate ambiguity, manage competing priorities, and maintain focus on outcomes.

Career Growth & Learning Opportunities

At brighthush, your professional development is as important as your contributions. As Senior Manager, you will:

• Lead high‑impact projects that shape the future of customer experience and operational excellence.
• Mentor and develop a team of future leaders, gaining experience in talent development and succession planning.
• Participate in executive‑level strategy sessions, expanding your business acumen and industry knowledge.
• Access continuous learning resources, including leadership training, industry conferences, and advanced analytics courses.
• Explore opportunities to transition into broader operational or strategic roles within brighthush, such as Director of Customer Experience or VP of Operations.
• Benefit from a global network of experts, thought‑leadership resources, and cross‑functional collaboration that accelerates career progression.

Work Environment & Culture

brighthush champions a culture of inclusivity, innovation, and agility. Our remote‑first model is supported by:

• Flexible work schedules that respect personal commitments while meeting business needs.
• Regular virtual town halls, team‑building events, and cross‑functional workshops to foster connection.
• State‑of‑the‑art collaboration tools and a robust digital infrastructure that enable seamless teamwork.
• Commitment to mental and physical well‑being through wellness programs, mental health resources, and ergonomic support.
• Recognition programs that celebrate achievements and reinforce a culture of excellence.
• Opportunities for cross‑departmental projects that broaden skill sets and encourage innovation.

Compensation & Perks

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior leadership in the healthcare diagnostics sector.
• Performance‑based bonuses tied to individual, team, and company objectives.
• Equity or stock‑option plans to align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement for relevant courses.
• Access to a global network of experts, industry events, and thought‑leadership resources.
• Flexible work arrangements, including remote work and optional on‑site hubs.
• Wellness stipend for fitness memberships, mental health apps, or ergonomic equipment.

How to Apply

Ready to make a tangible impact on the future of customer solutions in the clinical lab industry? Submit your application through our career portal and join a team that values innovation, collaboration, and excellence.