Senior National Director of Customer Service Excellence – Championing Unified CX Strategy Across Multi‑Brand Portfolio at brighthush

About brighthush

brighthush stands at the forefront of the dental health industry, blending cutting‑edge technology with premium product innovation to empower dental professionals worldwide. Our mission is simple yet profound: to create a lifetime of oral health for every patient, every day. With a portfolio that spans premium dental products, state‑of‑the‑art technology, and comprehensive service offerings, brighthush has earned a reputation for quality, reliability, and an unwavering focus on customer experience.

We believe that the best products are only as good as the people who use them. That’s why we invest heavily in our people, fostering a culture of collaboration, continuous learning, and bold innovation. Whether you’re a seasoned industry veteran or an emerging talent, you’ll find a place to grow, lead, and make a tangible impact.

Position Overview

We are seeking an ambitious, hands‑on National Director of Customer Service to architect, standardize, and elevate the customer service function across our diverse business units. This role is pivotal in ensuring that every customer interaction—whether it occurs through a call center, live chat, or email—reflects the same high standards of excellence that define the brighthush brand.

Key Responsibilities

• Strategic Leadership & Standardization
  • Design and implement a unified customer service strategy that aligns with brighthush’s overall business objectives.
  • Develop service level agreements (SLAs), quality benchmarks, and KPIs that are scalable across multiple brands while allowing for local nuances.
  • Identify which functions should be centralized as shared services and which should remain decentralized to preserve brand autonomy.
  • Champion a culture of continuous improvement, data‑driven decision making, and customer‑centric thinking.
• Operations & Technology Management
  • Lead the selection, implementation, and optimization of customer service technology, including CRM, ticketing, and omnichannel platforms.
  • Drive the integration of Artificial Intelligence (AI) tools to automate routine inquiries, enhance self‑service options, and provide agents with real‑time insights.
  • Standardize training, onboarding, and quality assurance processes across all business units.
  • Build executive‑level dashboards that provide real‑time visibility into performance metrics and trend analysis.
  • Manage budgets across multiple cost centers, ensuring cost efficiency without compromising service quality.
• Leadership & Cross‑Functional Collaboration
  • Recruit, mentor, and develop a high‑performing customer service team that embodies brighthush’s values.
  • Collaborate with product, marketing, sales, and technology leaders to align customer service initiatives with broader business goals.
  • Serve as the primary advocate for customer insights, translating feedback into actionable improvements across the organization.
  • Lead cross‑functional task forces to address complex customer challenges and drive innovation.
• Customer Experience & Continuous Improvement
  • Implement a robust customer feedback loop, utilizing surveys, NPS, CSAT, and qualitative insights to inform strategy.
  • Drive initiatives that reduce churn, increase customer lifetime value, and elevate overall satisfaction.
  • Champion a culture of experimentation, encouraging teams to test new approaches and iterate quickly.
  • Monitor industry trends and best practices, ensuring brighthush remains a leader in customer experience excellence.

Essential Qualifications

• Bachelor’s degree in Business Administration, Marketing, Operations, or a related field (MBA preferred).
• 10+ years of progressive experience in customer service leadership, with at least 5 years in a national or multi‑brand environment.
• Proven track record of designing and scaling customer service strategies that drive measurable business outcomes.
• Deep understanding of omnichannel customer service platforms, CRM systems, and AI‑powered support tools.
• Exceptional analytical skills, with the ability to translate data into actionable insights.
• Strong leadership presence, capable of inspiring and aligning cross‑functional teams.
• Excellent communication skills, both written and verbal, with fluency in English.

Preferred Qualifications

• Experience in the dental health or related medical device industry.
• Knowledge of regulatory compliance and quality standards relevant to healthcare customer service.
• Background in change management and organizational transformation.
• Proficiency in multiple languages, enhancing global customer engagement.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Technology Integration & Optimization
• Change Management & Process Improvement
• Team Building & Talent Development
• Stakeholder Management & Influence
• Financial Acumen & Budget Management

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As National Director of Customer Service Excellence, you will:

• Lead a high‑visibility initiative that shapes the customer experience across the entire organization.
• Collaborate directly with executive leadership, gaining exposure to strategic decision‑making.
• Access to continuous learning programs, including leadership development, industry certifications, and cross‑functional training.
• Opportunity to mentor emerging leaders, fostering a culture of knowledge sharing.
• Potential to transition into broader operational or global customer experience roles.

Work Environment & Company Culture

brighthush thrives on a culture that values:

• Innovation: We encourage bold ideas and rapid experimentation.
• Collaboration: Cross‑functional teamwork is at the heart of everything we do.
• Transparency: Open communication and data sharing empower every employee.
• Well‑being: Flexible work arrangements, wellness programs, and a supportive community.
• Diversity & Inclusion: We celebrate diverse perspectives and create an inclusive environment for all.

Compensation & Benefits

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

• Base salary commensurate with market standards and experience.
• Performance‑based bonuses tied to customer experience metrics and business outcomes.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible scheduling.
• Professional development budget and tuition reimbursement.
• Employee wellness initiatives, including gym memberships and mental health resources.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that is reshaping the dental health landscape. Your work will directly influence how patients experience oral care, and your leadership will set the standard for customer service excellence across a multi‑brand portfolio. If you’re passionate about delivering world‑class customer experiences, thrive in a fast‑paced environment, and want to lead transformative change, we want to hear from you.

Apply Today

Ready to make a lasting impact? Submit your resume and a cover letter outlining how your experience aligns with the responsibilities and qualifications above. Join brighthush and help us create a lifetime of oral health for every patient, every day.