Senior Manager of Customer Operations & Experience Strategy – Driving CX Excellence for Mission-Driven Communities

About brighthush

brighthush is a purpose‑driven SaaS company that empowers churches and faith‑based organizations to thrive in a digital world. With a focus on transparency, community, and financial stewardship, we provide a suite of tools that help ministries manage tithes, engage congregants, and grow sustainably. Our mission is simple: to give churches the clarity and confidence they need to serve their communities with excellence.

As a fully distributed, 100% remote team, we bring together talent from across the United States to create a culture of ownership, accountability, and servant leadership. We believe that great customer experience is the cornerstone of long‑term success, and we are looking for a visionary leader to elevate our Customer Operations function to new heights.

Why This Role Matters

In the fast‑moving world of faith‑based technology, the customer journey is more than a series of support tickets—it’s a lifeline that keeps ministries connected to their congregants. As the Senior Manager of Customer Operations & Experience Strategy, you will be the architect of the systems, processes, and insights that enable our customers to focus on what matters most: serving their communities. Your work will directly impact financial stability, community engagement, and the overall health of the churches we serve.

Key Responsibilities

1. CX Operational Strategy & Process

• Define and own CX priorities, OKRs, and project plans, ensuring that initiatives are scoped, prioritized, and delivered on schedule.
• Design scalable, friction‑free processes that simplify interactions for both customers and agents, championing simplicity over complexity.
• Balance long‑term process improvements with day‑to‑day operational needs, adapting priorities while keeping the organization on track.
• Forecast staffing and resource requirements, leading cross‑functional delivery of the CX Operations and Education roadmap.

2. Systems & CX Technology

• Own the strategy and effectiveness of the CX technology stack, including Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and proprietary internal tools.
• Ensure seamless integration and reliability across systems, evaluating, implementing, and championing tools that boost efficiency and customer satisfaction.
• Build automated workflows and leverage AI‑enabled tools to streamline agent support and eliminate manual tasks.
• Maintain data integrity and a reliable 360‑degree customer view, representing CX in cross‑functional data initiatives.
• Manage vendor relationships, renewals, contracts, and platform capabilities to align with business goals.

3. Reporting, Insights & Voice of the Customer

• Own CX reporting and forecasting across retention by segment, CSAT, NPS, CES, and service levels.
• Translate raw data into actionable insights for leadership, informing quarterly board reporting and strategic decisions.
• Synthesize customer feedback and partner with Product, Marketing, Engineering, and Data Science to identify and eliminate product friction.
• Collaborate with senior leaders to track budgets, expenditures, and financial performance, ensuring alignment with organizational objectives.

4. Customer Engagement, Education & Expansion

• Oversee Help Center documentation, AI‑driven support initiatives, and in‑app guidance (including Pendo resources) to enhance self‑service and agent effectiveness.
• Lead customer and internal product education through webinars, training sessions, and comprehensive documentation.
• Coordinate cross‑functional readiness for new product features and releases, ensuring a smooth launch experience.
• Drive Customer Community initiatives that engage church leaders and foster a thriving user community.
• Champion CX‑led cross‑selling and upselling to subscription customers, supporting revenue growth and customer success.

5. Team Leadership

• Recruit, coach, and develop the CX Operations & Education team, establishing clear ownership, expectations, and accountability.
• Advance the CX organization’s operational maturity across processes, systems, metrics, and forecasting, improving onboarding, retention, expansion, efficiency, and cost savings.Apply for this job