Senior Planning Specialist – Customer Experience & Route Optimization – Brighthush

About Brighthush

Brighthush is a global leader in customer experience and logistics solutions, operating in more than 90 countries. Our mission is to protect people, enhance lives, and preserve the planet by delivering reliable, efficient, and sustainable services to both consumer and business customers across a wide range of industries. With a legacy of excellence and a culture that values innovation, collaboration, and continuous improvement, Brighthush is the partner of choice for many of the world’s most respected brands.

Why Brighthush?

At Brighthush, we believe that our people are our greatest asset. We invest in their growth, well‑being, and success through:

• Competitive Compensation & Performance Incentives – We reward high performance with market‑competitive salaries and bonus programs that recognize your impact.
• Comprehensive Benefits from Day One – Health, dental, vision, disability, and life insurance, plus flexible spending accounts and wellness programs.
• Retirement & Savings Plans – 401(k) with company matching, financial planning resources, and long‑term investment options.
• Learning & Development – Structured training, mentorship, tuition reimbursement, and access to industry certifications.
• Work‑Life Balance – Generous paid time off, floating holidays, remote work flexibility, and a culture that prioritizes health and safety.
• Diversity & Inclusion – A drug‑free workplace that embraces diverse perspectives and fosters an inclusive environment.

Job Summary

As a Senior Planning Specialist – Customer Experience & Route Optimization at Brighthush, you will be the linchpin that connects our field operations with our strategic planning goals. Using advanced route analysis software, you will craft daily and weekly tactical route plans that maximize efficiency, reduce travel time, and elevate customer satisfaction across our branch locations. Your analytical insights will inform decision‑making at the highest levels, ensuring that our service delivery remains agile, cost‑effective, and aligned with our mission.

Key Relationships

• Planning & Scheduling Supervisor
• Planning & Scheduling Senior Leader
• Director of Routing and Scheduling
• VP of Logistics
• Branch Managers, Service Managers, and Technicians
• Contact Center Colleagues
• North America Managers and Colleagues
• Key Customers and Customer Success Teams
• Field Operations and Customer Organization Stakeholders

Key Performance Indicators (KPIs)

• Work Orders Scheduled per Day/Month
• 30‑Day and 60‑Day Completion Rate
• Planned Miles Between Work Orders
• On‑Time Arrival Rate
• Customer Satisfaction Score (CSAT) Impact

Principal Duties & Responsibilities

• Develop and maintain route plans using work order data and state‑of‑the‑art route analysis software.
• Collaborate with branch teams to understand resource availability, territory constraints, and service priorities.
• Communicate finalized routes to service personnel via digital platforms and ensure clarity of expectations.
• Conduct daily reviews with the Service Planning Supervisor to validate route efficiency and address any discrepancies.
• Generate comprehensive summary reports on a daily basis, highlighting key metrics, trends, and actionable insights.
• Maintain accurate geographic codes, addresses, and customer information in our central database.
• Perform ad‑hoc data analysis to support strategic initiatives such as capacity planning, cost optimization, and service expansion.
• Lead continuous improvement projects that enhance routing algorithms, reduce travel time, and improve customer experience.
• Act as a subject matter expert on routing and scheduling best practices, providing guidance to junior planners and field staff.
• Support cross‑functional teams on special projects, including technology pilots, process redesign, and customer outreach.
• Adhere to safety, compliance, and quality standards in all planning activities.
• Perform other duties as assigned to support the overall success of the planning function.

Essential Qualifications

• Advanced proficiency in routing and scheduling software (e.g., Routeware, MapQuest, or equivalent).
• Deep understanding of branch service operations, including resource allocation, territory structure, and recurring service planning.
• Excellent verbal and written communication skills, with experience in public speaking and stakeholder engagement.
• Strong analytical mindset with meticulous attention to detail.
• Advanced skills in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), including data modeling and dashboard creation.
• Ability to read, analyze, and interpret business documents, maintenance instructions, procedural manuals, and regulatory guidelines.
• Proficiency in managing multiple, repetitive tasks while maintaining high quality and accuracy.
• Basic knowledge of texting and mobile communication platforms used for field coordination.
• Effective interpersonal skills to collaborate with co‑workers, technicians, and customers.
• Basic familiarity with Brighthush’s operating systems and data platforms.

Preferred Qualifications

• 1–2 years of experience as a dispatcher, customer service agent, or logistics coordinator.
• Experience in a fast‑paced, high‑volume service environment.
• Knowledge of GIS mapping and spatial analysis tools.
• Experience with data visualization tools (Tableau, Power BI).
• Background in supply chain management or operations research.
• Certification in logistics, transportation, or related fields.

Leadership Traits & Characteristics

• Outstanding communication skills with the ability to influence at all levels, from frontline technicians to executive stakeholders.
• Demonstrated drive, work ethic, and personal accountability, thriving under pressure while maintaining sound judgment.
• Integrity and ethical conduct, building enduring and trusting relationships across all key stakeholders.
• Proactive problem‑solving mindset, always seeking ways to improve processes and outcomes.
• Commitment to continuous learning and professional development.

Formal Education & Training

• High school diploma, GED, or equivalent combination of education and experience in the service industry.
• Relevant coursework or certifications in logistics, operations, or data analytics is a plus.

Physical Demands & Working Conditions

The physical demands of this role are representative of those required to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasional lifting of up to 10 pounds.
• Extended periods of sitting while using computers, phones, and other office equipment.
• Repetitive finger and wrist motions during data entry and report generation.
• Clear verbal communication in a typical office environment.
• Close visual acuity for detailed data analysis and screen work.
• Work within a controlled indoor environment with standard HVAC systems.

Career Growth & Learning Opportunities

At Brighthush, we champion your professional journey. As a Senior Planning Specialist, you will:

• Lead cross‑functional projects that shape the future of our routing and scheduling capabilities.
• Mentor junior planners and contribute to the development of best‑practice playbooks.
• Participate in leadership training programs that prepare you for managerial roles.
• Access tuition reimbursement for courses that align with your career goals.
• Engage in continuous learning through webinars, industry conferences, and internal knowledge sharing.
• Advance into roles such as Planning Manager, Director of Operations, or VP of Logistics.

Work Environment & Culture

Brighthush fosters a culture of collaboration, innovation, and respect. Our teams thrive on:

• Open communication channels that encourage idea sharing and feedback.
• Inclusive practices that value diverse perspectives and backgrounds.
• Flexibility in work arrangements, including hybrid and remote options where appropriate.
• Recognition programs that celebrate achievements and milestones.
• Commitment to sustainability, ensuring that our operations minimize environmental impact.

Compensation & Benefits

While specific salary ranges are confidential, we offer:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive plans.
• Health, dental, vision, disability, and life insurance.
• 401(k) plan with company matching contributions.
• Paid time off, holidays, and floating holidays.
• Wellness programs, including gym memberships and mental health resources.
• Employee assistance programs and financial counseling.
• Flexible spending accounts for healthcare and dependent care.

How to Apply

Ready to make a tangible impact on customer experience and operational excellence? Submit your application through our career portal. By applying, you agree to receive communications from Brighthush’s recruitment systems, including text messages and email updates. You can manage your communication preferences or opt out at any time.

Click the link below to start your journey with Brighthush:

Apply to Brighthush Today

Equal Opportunity Employer

Brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We comply with all federal, state, and local laws related to the employment of qualified individuals with disabilities.

Drug‑Free Workplace

Brighthush maintains a strict drug‑free workplace policy to ensure safety, health, and productivity for all employees.

Contact & Privacy

California residents: .

We look forward to welcoming you to the Brighthush family, where your expertise will help shape the future of customer experience and logistics excellence.