Senior National Director of Customer Experience & Service Excellence – Leading Multi‑Brand, Multi‑Site Teams in the Healthcare/Dental Industry

About brighthush

brighthush is a trailblazing dental solutions provider that empowers dental professionals and their patients to achieve a lifetime of optimal oral health. With a portfolio of innovative products, cutting‑edge technology, and a customer‑centric culture, brighthush is redefining the dental experience across the United States. Our mission is simple yet powerful: to make every smile brighter, healthier, and more confident. As we expand our footprint, we’re looking for visionary leaders who share our passion for service excellence and who can drive transformative change across a national network of brands and sites.

Why This Role Matters

As the National Director of Customer Service, you will be the linchpin that connects our brand promise to the real‑world experience of thousands of dental professionals and patients. You will shape strategy, lead high‑performing teams, and implement technology that elevates service quality, operational efficiency, and customer satisfaction. Your impact will ripple across the entire organization, influencing product development, marketing, and sales while ensuring that every interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Strategic Leadership: Design and execute a forward‑looking customer service strategy that aligns with brighthush’s business goals, brand values, and the evolving needs of dental professionals.
• Team Management: Lead, mentor, and inspire a distributed network of customer service managers and agents across multiple sites and brands, fostering a culture of continuous improvement and high engagement.
• Process Optimization: Identify, develop, and implement scalable processes, SOPs, and best practices that reduce response times, increase first‑contact resolution, and drive measurable improvements in CSAT and NPS scores.
• Technology Enablement: Partner with IT and product teams to evaluate, select, and roll out CRM, knowledge‑base, and analytics tools that empower agents and provide actionable insights to leadership.
• Data‑Driven Decision Making: Own the collection, analysis, and reporting of key performance indicators (KPIs), translating data into actionable strategies and presenting findings to executive leadership.
• Stakeholder Collaboration: Work closely with Sales, Marketing, Product, and Operations to ensure a seamless customer journey from inquiry to post‑purchase support.
• Compliance & Quality Assurance: Maintain rigorous quality standards, ensuring all interactions comply with industry regulations, internal policies, and brand guidelines.
• Continuous Learning: Champion a culture of professional development, providing coaching, training, and career pathways for all customer service personnel.
• Travel & On‑Site Presence: Travel up to 20% of the time to key sites, events, and partner locations to observe, coach, and reinforce service excellence.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent experience).
• Minimum of 8 years of progressive customer service leadership, with 3–5 years managing multi‑site, multi‑brand teams.
• Proven track record of designing and executing customer experience strategies that deliver measurable improvements in satisfaction and loyalty.
• Strong project management skills, with the ability to juggle multiple initiatives, timelines, and cross‑functional teams.
• Advanced proficiency in CRM platforms (e.g., Salesforce, Zendesk), Microsoft Excel, and PowerPoint.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Experience working in a fast‑paced, high‑growth environment, preferably within healthcare or consumer‑facing technology.
• Demonstrated ability to lead, motivate, and develop high‑performing teams in a remote or hybrid setting.
• Strong analytical mindset, with the ability to translate data into actionable insights.
• Willingness to travel up to 20% of the time.

Preferred Qualifications

• Experience in the dental or broader healthcare industry.
• Background in implementing AI‑driven chatbots or automated ticketing systems.
• Knowledge of regulatory compliance in healthcare customer service (HIPAA, GDPR, etc.).
• Previous exposure to equity‑based compensation or startup culture.
• Multilingual capabilities, especially in Spanish or other widely spoken languages in the U.S.

Core Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset
• Change Management & Process Improvement
• Data Analysis & KPI Management
• Team Building & Coaching
• Cross‑Functional Collaboration
• Technology Adoption & Digital Fluency
• Resilience & Adaptability in a Rapidly Evolving Market

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry itself. As National Director, you will:

• Gain exposure to senior leadership, influencing company‑wide strategy.
• Lead cross‑functional initiatives that span product development, marketing, and sales.
• Access a robust learning ecosystem, including leadership development programs, industry conferences, and certifications.
• Participate in mentorship programs, both as a mentor and a mentee, fostering a culture of knowledge sharing.
• Explore lateral moves into Customer Experience, Product Management, or Operations, leveraging your deep understanding of the customer journey.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and inclusivity. We believe that great ideas come from diverse perspectives, so we actively promote:

• Remote flexibility with a strong emphasis on team cohesion through virtual town halls, hackathons, and social events.
• Transparent communication—regular updates from leadership and open channels for feedback.
• Recognition programs that celebrate both individual and team achievements.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Community engagement initiatives, such as volunteer days and partnerships with local dental schools.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior customer experience leaders.
• Performance‑based bonus structure tied to company and team KPIs.
• Equity or stock‑option opportunities to share in our growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO), sick leave, and a flexible holiday calendar.
• Parental leave policy that supports new parents with paid time off and flexible return‑to‑work options.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee wellness programs, including mental health resources and fitness subsidies.
• Annual company retreats and team‑building activities.

How to Apply

If you’re ready to lead a national customer service organization that is reshaping the dental industry, we want to hear from you. Bring your passion for service excellence, your strategic mindset, and your desire to make a tangible impact on the lives of dental professionals and their patients.

To apply, please click the link below and submit your resume and cover letter. We look forward to exploring how your expertise can help brighthush continue to deliver brighter smiles across the nation.