Senior Manager of Customer Success, Quality Assurance, Training & Escalations – Remote Leadership & Innovation Champion at brighthush
About brighthush
At brighthush, we’re redefining loyalty in the digital age. Recognized as a Top Workplace in the USA and a Top Remote Workplace, our mission is simple: help brands forge deep, emotional connections with their customers through cutting‑edge loyalty solutions. We bring together the brightest minds in customer experience, technology, and data science to create experiences that resonate and drive lasting value. Our portfolio spans Fortune 500 retailers, global travel operators, and emerging fintech innovators, all of whom rely on our platform to transform one‑time shoppers into lifelong advocates.
Why Join brighthush?
Our culture is built on innovation, collaboration, and continuous learning. Whether you’re working from our sunny headquarters in St. Petersburg, Florida, or from anywhere in the world, you’ll find a flexible, supportive environment that values work‑life balance and personal growth.
- Flexible time off to recharge when you need it
- Nine company‑wide holidays that respect your personal commitments
- A diverse suite of benefits focused on your growth, development, and well‑being
- Unlimited paid time off policy to support work‑life balance
- Professional development stipend and tuition reimbursement
- Employee wellness programs, including mental health resources and fitness stipends
We’re a values‑led organization where every teammate is a leader, regardless of title. Our commitment to diversity, equity, and inclusion is woven into everything we do—from hiring to day‑to‑day collaboration.
Position Overview
As the Senior Manager – Customer Success, Quality Assurance, Training & Escalations, you will be the strategic steward of our contact center’s operational excellence. You’ll lead a high‑performing team of Quality Assurance Analysts, Trainers, and Customer Success Specialists, ensuring that every customer interaction reflects brighthush’s commitment to exceptional service. This role is a hybrid of tactical execution and visionary leadership, demanding a deep understanding of customer journey mapping, data‑driven quality frameworks, and the latest AI‑powered service tools.
Key Responsibilities
- Oversee daily operations of quality, training, knowledge management, and escalation processes across a globally distributed workforce.
- Design, develop, and scale training programs that empower agents to deliver consistent, high‑quality customer experiences, leveraging micro‑learning, gamification, and real‑time coaching.
- Lead continuous improvement initiatives that harness automation, AI, and data analytics to enhance efficiency, reduce cost per contact, and elevate customer satisfaction scores.
- Collaborate with cross‑functional teams—Product, Engineering, Sales, Marketing—to align training and quality initiatives with business goals and product roadmaps.
- Act as the primary point of contact for escalated customer issues, ensuring timely resolution, root‑cause analysis, and proactive mitigation strategies.
- Provide mentorship and career development for team members, fostering a culture of learning, accountability, and high performance.
- Report on key performance metrics to senior leadership, translating data into actionable insights and strategic recommendations.
- Champion a culture of continuous improvement, encouraging experimentation, knowledge sharing, and the adoption of best practices across the organization.
- Manage the budget for quality and training initiatives, ensuring optimal allocation of resources and ROI.
- Represent brighthush at industry events, client meetings, and partner conferences, positioning the company as a thought leader in customer experience excellence.
Essential Qualifications
- 10+ years of experience in customer success, quality assurance, or contact center operations, with at least 5 years in a leadership role.
- Proven track record of building and scaling training programs for large, distributed teams.
- Deep understanding of quality assurance frameworks, customer journey mapping, and escalation management.
- Strong analytical skills with the ability to interpret data, identify trends, and recommend improvements.
- Experience with AI/ML tools for customer service, such as chatbots, sentiment analysis, and predictive routing.
- Excellent communication and presentation skills, capable of influencing stakeholders at all levels.
- Demonstrated ability to drive change in a fast‑paced, remote‑first environment.
- Proficiency in CRM platforms (e.g., Salesforce, Zendesk) and contact center solutions (e.g., Genesys, Five9).
- Certifications in Six Sigma, Lean, or similar process improvement methodologies.
- Fluency in multiple languages is a plus.
Preferred Qualifications
- Experience in the loyalty or rewards industry.
- Knowledge of data visualization tools such as Tableau or Power BI.
- Background in product management or technical architecture is advantageous.
- Experience leading cross‑functional projects that span product, engineering, and marketing.
What You’ll Bring to the Team
We’re looking for a visionary leader who can:
- Challenge the status quo and drive continuous improvement across all customer touchpoints.
- Champion a culture of accountability, transparency, and data‑driven decision making.
- Build strong relationships with cross‑functional partners to align training and quality initiatives with product roadmaps and business objectives.
- Mentor and develop high‑potential talent, creating a pipeline of future leaders within the organization.
- Navigate complex customer escalations with empathy, professionalism, and a focus on root‑cause resolution.
- Inspire a distributed team to deliver world‑class service while maintaining high morale and engagement.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is limited only by your ambition. We offer:
- Structured leadership development programs and mentorship from senior executives.
- Access to industry conferences, workshops, and training courses at no cost.
- Opportunities to lead cross‑functional projects that impact the entire organization.
- Clear pathways to senior leadership roles, including Director and VP positions.
- Regular performance reviews with transparent career progression frameworks.
- Rotational programs that allow you to explore other functional areas such as Product, Engineering, or Sales.
Work Environment & Culture
Our remote‑first model means you can work from anywhere, but we also value in‑person collaboration. Periodic travel to our headquarters in St. Petersburg, Florida, or to client sites is expected to strengthen relationships and enhance team cohesion. We celebrate diversity and encourage every teammate to bring their authentic self to work. Our culture is defined by:
- Transparent communication channels and open‑door leadership.
- Regular virtual town halls and informal “coffee chat” sessions.
- Inclusive hiring practices and a zero‑tolerance policy for bias.
- Community service initiatives and volunteer days.
- Employee resource groups that support underrepresented communities.
Compensation & Benefits
While specific figures vary by role and experience, we offer a competitive salary package that includes:
- Base salary commensurate with market rates and experience.
- Performance‑based bonuses tied to team and company metrics.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) plan with company match.
- Unlimited paid time off policy to support work‑life balance.
- Professional development stipend and tuition reimbursement.
- Employee wellness programs, including mental health resources and fitness stipends.
- Equity options for senior leaders.
- Annual company retreats and team‑building events.
Travel Requirements
As a remote‑first organization headquartered in St. Petersburg, Florida, we value meaningful in‑person connections. While most of your work will be virtual, you may be required to travel periodically for:
- Team collaboration and training sessions.
- Client engagements and product launches.
- Company events and leadership retreats.
We’ll provide travel support and ensure that your travel schedule aligns with your personal commitments.
Our Commitment to Diversity, Equity, and Inclusion
brighthush is proud to be a merit‑based employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, age, or any other protected characteristic. Our DEI initiatives are embedded in every aspect of our culture, from hiring to daily operations.
Ready to Make an Impact?
If you’re passionate about elevating customer experience, driving operational excellence, and leading a high‑impact team, we want to hear from you. Join brighthush and help shape the future of loyalty for some of the world’s most iconic brands.