Senior Manager of Customer Operations & Experience Strategy – Remote, US – Lead CX Ops & Education at brighthush

About brighthush

brighthush is a mission‑driven technology company that empowers churches and faith‑based organizations to thrive in a digital world. By delivering intuitive financial tools, community‑building features, and data‑driven insights, we help churches focus on ministry while we handle the technology. Our culture is built on purpose, collaboration, and a relentless commitment to excellence. As a fully distributed team, we celebrate diversity, encourage continuous learning, and reward impact over perfection.

Why This Role Matters

As the Senior Manager of Customer Operations & Experience Strategy, you will be the linchpin that transforms how brighthush serves its community of churches. You will design, implement, and refine the processes, technology, and people that keep our customers satisfied, retained, and growing. Your work will directly influence financial stability for churches, enable them to serve their communities more effectively, and reinforce brighthush’s reputation as a trusted partner.

Key Responsibilities

1. CX Operational Strategy & Process

• Define CX Vision and OKRs: Translate brighthush’s strategic goals into clear, measurable objectives for the CX organization.
• Process Design & Continuous Improvement: Build scalable, friction‑free workflows that empower both customers and agents, prioritizing simplicity and automation.
• Prioritization & Project Management: Scope, prioritize, and deliver cross‑functional initiatives on time, balancing long‑term improvements with day‑to‑day operational needs.
• Staffing & Resource Forecasting: Anticipate future headcount and skill requirements, aligning the CX Ops & Education roadmap with business growth.

2. Systems & CX Technology

• Technology Stack Leadership: Own the strategy for Zendesk, HubSpot, Assembled, Simplesat, Jira, ProsperStack, Pendo, Zapier, and proprietary tools.
• Integration & Workflow Reliability: Ensure seamless data flow across systems, evaluate new tools, and champion adoption to boost agent efficiency.
• Automation & AI Enablement: Design automated workflows and leverage AI to reduce manual tasks, improve response times, and enhance the customer journey.
• Data Integrity & 360° View: Maintain accurate customer records, ensuring a single source of truth for all cross‑functional initiatives.
• Vendor Management: Negotiate renewals, contracts, and platform capabilities with external partners.

3. Reporting, Insights & Voice of the Customer

• Metrics & Forecasting: Own reporting on retention, CSAT, NPS, CES, and service levels, providing actionable insights to leadership.
• Strategic Analysis: Translate data into strategic recommendations for board reporting and quarterly reviews.
• Product Feedback Loop: Partner with Product, Marketing, Engineering, and Data Science to surface pain points and drive product enhancements.
• Financial Stewardship: Collaborate with senior leaders to monitor budgets, expenditures, and ROI of CX initiatives.

4. Customer Engagement, Education & Expansion

• Help Center & Self‑Service: Oversee documentation, AI‑driven support, and in‑app guidance to empower users and reduce ticket volume.
• Education & Enablement: Lead webinars, training sessions, and internal product education to ensure customers and agents are fully equipped.
• Feature Readiness: Coordinate cross‑functional readiness for new releases, ensuring seamless adoption.
• Community Building: Drive initiatives that connect church leaders, fostering a vibrant user community.
• Revenue Growth: Champion CX‑led cross‑selling and upselling strategies to subscription customers.

5. Team Leadership

• People Development: Coach, mentor, and grow the CX Operations & Education team, setting clear ownership and accountability.
• Operational Maturity: Elevate the CX organization’s processes, systems, and metrics to achieve higher efficiency and cost savings.
• Change Management: Lead teams through operational transformations, building trust and fostering a culture of continuous improvement.
• Servant Leadership: Model empathy, ownership, and a deep care for the churches we serve.

Essential Qualifications

• 5+ years of experience managing business systems, integrations, or operational technology.
• Proven track record of improving operations, setting priorities, and driving cross‑functional initiatives from planning to execution.
• Strong leadership experience: coaching and developing high‑performing teams.
• Excellent communication skills, able to tailor messaging for diverse audiences.
• Digital fluency: deep understanding of how technology, systems, integrations, and data flow together.
• Ability to travel 3–6 times per year (in‑person meetings, conferences, or client visits).
• US‑based, legally eligible to work full‑time in the United States.

Preferred Qualifications

• 3+ years in SaaS customer operations, revenue operations, payments, or a related technology‑driven environment.
• Formal project management training or certification (PMP, Agile, Scrum).
• Bachelor’s degree in Business, Operations, Communications, or a related field.
• Experience working with or serving churches, faith‑based organizations, or other mission‑driven entities.

Skills & Competencies

• Strategic Thinking & Execution
• Process Design & Continuous Improvement
• Technology & Integration Management
• Data Analysis & Insight Generation
• Team Leadership & Coaching
• Change Management & Stakeholder Engagement
• Customer‑Centric Mindset
• Project Management & Prioritization
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a partnership. As Senior Manager, you will:

• Lead high‑impact initiatives that shape the future of our CX organization.
• Collaborate with senior leaders across Product, Engineering, and Marketing, gaining exposure to all facets of the business.
• Receive mentorship from our executive team and participate in leadership development programs.
• Attend industry conferences, webinars, and workshops—travel is supported for key events.
• Earn certifications in project management, customer experience, or technology platforms at no cost.

Work Environment & Culture

brighthush is a fully distributed team, offering the flexibility to work from anywhere in the United States. We value:

• Trust and autonomy: You set your own schedule and work in a high‑trust environment.
• Collaboration: Regular virtual huddles, cross‑functional projects, and an open‑door policy.
• Diversity & Inclusion: A culture that celebrates different perspectives and backgrounds.
• Purpose‑driven work: Every day, you help churches strengthen their ministries and communities.

Compensation & Benefits

Competitive salary range: $95,000 – $125,000 per year, commensurate with experience. In addition to base pay, you will receive:

• 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 hours and a stipend for home‑office equipment.
• Professional development budget and travel reimbursement for approved events.
• Employee wellness programs and mental health resources.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic.

Ready to Make an Impact?

If you are a strategic thinker, a process‑savvy leader, and a passionate advocate for mission‑driven organizations, we want to hear from you. Join brighthush and help churches thrive in a digital age while advancing your career in a supportive, purpose‑driven environment.