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

About brighthush

brighthush is a forward‑thinking technology partner dedicated to empowering mission‑driven organizations—particularly churches and community‑focused nonprofits—to thrive in a digital world. By blending cutting‑edge SaaS solutions with a deep understanding of faith‑based operations, we help our clients achieve financial stability, streamline member engagement, and amplify their impact. Our culture is built on purpose, collaboration, and a relentless commitment to customer success.

Why Join brighthush?

As a global, fully distributed team, brighthush offers the flexibility of remote work while fostering a vibrant, inclusive community. You’ll collaborate with cross‑functional leaders in product, engineering, data science, and marketing to shape the future of customer experience for a diverse, mission‑driven audience. If you thrive on solving complex problems, driving measurable outcomes, and inspiring teams to deliver excellence, this is the role for you.

Key Responsibilities

1. CX Operational Strategy & Process

• Define and own CX priorities, OKRs, and project roadmaps, ensuring initiatives are scoped, prioritized, and delivered on schedule.
• Architect scalable, friction‑free processes that simplify interactions for both customers and support agents, championing simplicity over complexity.
• Balance long‑term system enhancements with day‑to‑day operational needs, adjusting priorities to keep the organization on track.
• Forecast staffing and resource requirements, and lead 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, reliability, and workflow alignment across systems; evaluate, implement, and champion tools that boost efficiency and customer satisfaction.
• Design 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 maximize ROI.

3. Reporting, Insights & Voice of the Customer

• Own CX reporting and forecasting across retention by segment, CSAT, NPS, CES, and service levels.
• Translate customer data into actionable insights for leadership decisions and quarterly board reporting.
• Synthesize feedback and collaborate with Product, Marketing, Engineering, and Data Science to reduce product friction.
• Partner with senior leaders to track budgets, expenditures, and financial performance.

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.
• Drive Customer Community initiatives that engage church leaders and foster a thriving user community.
• Lead processes, resources, and cross‑functional coordination that support CX‑led cross‑selling and upselling to subscription customers.

5. Team Leadership

• Coach, mentor, 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.
• Build trust and guide the team through operational improvements and new ways of working.
• Model servant leadership and foster a culture of ownership, accountability, and care for the communities we serve.

Essential Qualifications

• Communication Excellence: Listen attentively and adapt messaging for diverse audiences across all levels.
• Action Orientation: Take ownership of operational challenges, stepping up in tough situations to drive resolution.
• Strategic Planning: Set priorities and plans that align team commitments with organizational goals.
• Accountability: Hold self and others accountable through clear ownership, expectations, and follow‑through.
• Process Optimization: Identify efficient ways to get work done, continuously improving systems and processes.
• Strategic Mindset: Anticipate future needs and translate them into practical operational strategies.
• Change Leadership: Build trust, guide teams through operational improvements, and navigate organizational change with strong relationship‑building skills.
• Digital Fluency: Understand how technology, systems, integrations, and data flows support business processes.

Required Technical Qualifications

• 5+ years managing business systems, integrations, or operational technology, with a deep understanding of platform connectivity and data exchange.
• Proven ability to improve operations, set priorities, and drive cross‑functional initiatives from planning through execution.
• Experience leading, coaching, and developing team members.
• Willingness to travel 3–6 times per year.

Preferred Technical Qualifications

• 3+ years in SaaS customer operations, revenue operations, payments, or a related technology‑driven environment.
• Project management experience through formal training, certification, or practical application.
• Bachelor’s degree in business, operations, communications, or a related field.
• Experience working in or serving churches or other mission‑driven organizations.

Work Environment & Culture

brighthush is a fully distributed, 100% remote team that values flexibility, autonomy, and collaboration. We provide:

• High‑speed internet and a dedicated workspace at home.
• Regular virtual team building, quarterly all‑hands, and cross‑departmental hackathons.
• A culture of servant leadership, transparency, and continuous learning.
• Opportunities to travel to key client sites and partner events 3–6 times per year.

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders across product, engineering, and data science.
• Paid training and certification programs in project management, data analytics, and AI tools.
• Clear career pathways to Director of Customer Experience, VP of Operations, or Head of Product.
• Cross‑functional projects that broaden your skill set and expand your network.

Compensation, Perks, and Benefits

While specific figures vary by 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 company goals.
• Comprehensive health, dental, and vision insurance for you and your family.
• 401(k) plan with company match.
• Generous paid time off, sick leave, and parental leave.
• Flexible work schedule and remote work stipend.
• Access to wellness programs, mental health resources, and employee assistance programs.

Equal Opportunity Employer

brighthush is an equal opportunity employer that celebrates diversity and inclusion. We do not discriminate on the basis of race, color, national origin, ancestry, citizenship status, sex, gender identity, pregnancy, religious creed, disability, age, marital status, veteran status, sexual orientation, or any other characteristic protected by law.

Ready to Make an Impact?

If you’re passionate about transforming customer experience for mission‑driven communities, ready to lead a high‑performing team, and eager to drive measurable change, we want to hear from you. Apply today and join brighthush in building a brighter future for churches and nonprofits worldwide.