Senior Product Manager – Customer Experience & Service Strategy – Driving Innovation at brighthush

About brighthush

At brighthush, we’re redefining the way people discover, experience, and share content in the digital age. Our mission is to create seamless, personalized journeys that bring joy and connection to millions of users worldwide. With a culture that thrives on curiosity, collaboration, and a relentless pursuit of excellence, brighthush is a place where ideas turn into transformative products and where every team member has the opportunity to make a lasting impact.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a dynamic ecosystem that values innovation, data-driven decision making, and a customer‑first mindset. Our product teams work cross‑functionally with engineering, design, data science, and marketing to build experiences that delight users and drive business growth. We champion diversity, equity, and inclusion, and we’re committed to creating an environment where every voice is heard and every contribution is celebrated.

Position Overview

We’re seeking an experienced, detail‑oriented Senior Product Manager – Customer Experience & Service Strategy to lead the design, execution, and continuous improvement of our customer service initiatives. In this role, you will partner with product, engineering, operations, and analytics teams to align customer service strategies with our broader product roadmap, ensuring that every interaction with brighthush delivers exceptional value and satisfaction.

Key Responsibilities

• Strategic Leadership: Own the end‑to‑end customer service strategy, translating business objectives into actionable plans that enhance user satisfaction and retention.
• Roadmap Alignment: Collaborate with product owners and engineering leads to embed customer service considerations into feature development and release cycles.
• Data‑Driven Insight: Analyze customer service metrics, support tickets, and user feedback to uncover trends, pain points, and opportunities for improvement.
• Process & Tool Optimization: Evaluate and refine customer service workflows, knowledge bases, and CRM integrations to increase efficiency and reduce resolution times.
• Cross‑Functional Collaboration: Work closely with design, engineering, analytics, and marketing to ensure a unified approach to customer experience across all touchpoints.
• Performance Monitoring: Define, track, and report on key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Effort Score (CES), first‑contact resolution, and average handle time.
• Stakeholder Communication: Present findings, recommendations, and progress updates to senior leadership and product teams.
• Team Development: Mentor and coach customer service managers and support staff, fostering a culture of continuous learning and high performance.
• Innovation & Best Practices: Stay abreast of industry trends, emerging technologies, and best practices in customer service and support.
• Change Management: Lead change initiatives that improve service quality, including new tool deployments, process redesigns, and training programs.

Essential Qualifications

• Minimum of 5 years of product management experience with a strong focus on customer service or support.
• Proven track record of delivering measurable improvements in customer satisfaction metrics.
• Deep understanding of customer service software, CRM platforms (e.g., Zendesk, Freshdesk, Salesforce Service Cloud), and data analytics tools.
• Strong analytical skills with the ability to translate complex data sets into actionable insights.
• Excellent communication and interpersonal skills, capable of influencing stakeholders across all levels.
• Experience managing cross‑functional teams and coordinating initiatives across product, engineering, and operations.
• Demonstrated ability to develop and execute long‑term product strategies that align with business goals.
• Proficiency in project management methodologies (Agile, Scrum, Kanban) and tools (Jira, Confluence).

Preferred Qualifications

• Experience in a fast‑paced, high‑growth tech company or media streaming platform.
• Background in data science or analytics, with the ability to build predictive models or dashboards.
• Knowledge of AI‑driven customer support solutions (chatbots, automated routing, sentiment analysis).
• Experience leading global, multi‑regional customer service teams.
• Advanced degree (MBA, MS in Product Management, or related field).

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset: Passion for creating frictionless experiences and delighting users.
• Analytical Rigor: Comfortable working with large data sets, deriving insights, and making data‑backed decisions.
• Leadership & Influence: Proven ability to inspire and guide cross‑functional teams without direct authority.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Adaptability: Thrive in a rapidly changing environment and pivot quickly when priorities shift.
• Project Management: Strong organizational skills and a track record of delivering projects on time and within scope.

Career Growth & Development

At brighthush, we believe that growth is a shared journey. As a Senior Product Manager, you will have the opportunity to:

• Progress to a Director or VP of Product role, overseeing multiple product lines and larger teams.
• Lead cross‑product initiatives that shape the future of customer experience across the entire platform.
• Participate in executive‑level strategy sessions, influencing company‑wide priorities.
• Access to continuous learning resources, including conferences, workshops, and internal knowledge‑sharing sessions.
• Mentor junior product managers and contribute to the development of the next generation of leaders.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and high‑energy work environment. We value:

• Transparency: Open communication channels and regular town‑hall meetings.
• Innovation: Dedicated time for experimentation and hackathons.
• Work‑Life Balance: Flexible schedules, remote work options, and generous vacation policies.
• Diversity & Inclusion: Programs that celebrate diverse perspectives and promote equity.
• Community Impact: Opportunities to contribute to social initiatives and sustainability projects.

Compensation & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and sabbatical options.
• Wellness programs, gym memberships, and mental health resources.
• Continuous learning stipend and tuition reimbursement.
• Employee referral bonuses and recognition programs.

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Ready to Make an Impact?

If you’re a visionary product leader who thrives on turning data into delightful customer experiences, we want to hear from you. Join brighthush and help shape the future of how people connect with content, one interaction at a time.

Apply now and become part of a team that’s redefining the industry, driving innovation, and delivering unparalleled value to our global community.

Apply to this exciting opportunity at brighthush