Senior Program Manager – Customer Experience & Engagement Programs at brighthush
About brighthush
brighthush is a global leader in cloud‑based collaboration and productivity solutions, empowering millions of individuals and enterprises to work smarter, faster, and more securely. With a relentless focus on customer success, we build products that evolve through continuous feedback, data‑driven insights, and a culture of experimentation. Our mission is to make work effortless, and we do that by listening to our customers, turning their stories into actionable product and go‑to‑market strategies, and delivering seamless experiences across every touchpoint.
Why Join brighthush?
At brighthush, you’ll be part of a high‑impact team that shapes the future of work. We champion a culture of transparency, collaboration, and rapid learning. Our people thrive on autonomy, ownership, and the opportunity to influence product direction and customer outcomes at scale. Whether you’re a seasoned program manager or a strategic thinker looking to drive cross‑functional initiatives, brighthush offers a dynamic environment where your ideas matter and your career can accelerate.
Role Overview
We’re seeking an experienced Senior Program Manager to lead complex, cross‑functional customer programs that deepen engagement, capture insights, and deliver measurable value. This role sits at the intersection of customers, go‑to‑market (GTM), and product, ensuring that every customer interaction is intentional, coordinated, and aligned with business objectives. You will own the end‑to‑end lifecycle of programs—from early product learning and validation to launches, adoption, advocacy, and strategic engagement—while driving clarity, execution, and continuous improvement.
Key Responsibilities
- Program Ownership: Lead end‑to‑end customer programs, translating ambiguous business priorities into clear objectives, operating plans, milestones, decision points, owners, risks, and measurable outcomes.
- Customer Experience Design: Craft a unified customer journey across brighthush by partnering with Sales, Customer Success, Product, and other stakeholders to set expectations, orchestrate thoughtful engagement, and ensure consistent follow‑through.
- Cross‑Functional Leadership: Guide large, distributed teams through competing priorities, dependencies, and ambiguity, driving decisions and accountability without relying on formal authority.
- Signal‑to‑Action: Connect customer feedback, behavior, and program results to the right Product and GTM owners, translating insights into decisions, changes, or documented next steps.
- Scalable Infrastructure: Build practical, repeatable program infrastructure—workbacks, decision rights, readiness criteria, status mechanisms, risk/escalation paths, measurement frameworks, and reusable playbooks—while avoiding unnecessary bureaucracy.
- Executive Communication: Deliver concise, data‑rich executive updates that synthesize program health, customer signals, risks, trade‑offs, decisions, and recommendations.
- Continuous Improvement: Identify opportunities to refine program cadence, tooling, and processes, and champion best practices that enable rapid scaling across products and customer segments.
Essential Qualifications
- 8+ years of experience in program management, customer programs, strategy & operations, GTM operations, or product operations, with a proven track record of owning complex, cross‑functional initiatives.
- Demonstrated ability to take a highly ambiguous initiative from problem definition through execution, measurement, and outcome, operating independently with limited direction.
- Experience leading programs that involve customers or customer‑facing teams, with strong judgment around customer selection, engagement, communications, expectations, and experience.
- Proven skill in coordinating multiple senior stakeholders and functions with varying priorities, dependencies, and decision rights while maintaining momentum and accountability.
- Strong operating judgment: ability to determine the appropriate level of structure for a problem, make trade‑offs, simplify where possible, and build repeatable mechanisms where needed.
- Excellent written and verbal communication skills, including the ability to synthesize complex qualitative and quantitative information into concise recommendations, decisions, and executive updates.
- Hands‑on senior IC mindset: comfortable moving between strategic problem‑solving and detailed execution to deliver a program successfully.
Preferred Qualifications
- Experience leading customer programs involving early product feedback, beta/early‑access programs, customer validation, product launches, adoption, advocacy, or strategic customer engagement.
- Background working across both Product/Engineering and GTM organizations, translating customer needs and business requirements between the two.
- Track record of building a new program or operating model and scaling it across products, customer segments, or business priorities.
- Experience in B2B SaaS, enterprise software, collaboration/productivity technology, or another complex technology environment.
- Proficiency in using AI and automation to improve program execution, customer insights, synthesis, reporting, or operating efficiency.
Core Skills & Competencies
- Customer‑Centric Mindset: Deep empathy for customers and a relentless focus on delivering value through every interaction.
- Strategic Vision: Ability to see the big picture, align cross‑functional teams, and translate business goals into actionable program plans.
- Execution Excellence: Strong project management skills, meticulous attention to detail, and a track record of delivering on time and within scope.
- Data‑Driven Decision Making: Comfortable working with both qualitative and quantitative data to inform program direction and measure success.
- Influence & Negotiation: Ability to drive decisions and accountability across senior stakeholders without formal authority.
- Adaptability & Resilience: Thrive in fast‑moving environments, pivot quickly, and maintain focus under ambiguity.
- AI Fluency: Understand how to leverage AI tools to augment human judgment, streamline workflows, and uncover insights.
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. As a Senior Program Manager, you’ll have the chance to:
- Lead high‑visibility initiatives that shape product strategy and customer experience across the organization.
- Mentor junior program managers and cross‑functional teammates, fostering a culture of continuous learning.
- Participate in leadership development programs, including executive coaching, cross‑functional workshops, and industry conferences.
- Explore lateral moves into Product Management, Customer Success Leadership, or GTM Strategy, leveraging your deep customer and program expertise.
- Contribute to brighthush’s AI strategy, helping to embed intelligent automation into program workflows and customer insights.
Work Environment & Culture
brighthush is built on a foundation of:
- Transparency: Open communication channels, regular all‑hands meetings, and a culture that values honest feedback.
- Collaboration: Cross‑functional teams work together seamlessly, sharing knowledge and celebrating collective wins.
- Innovation: A safe space to experiment, fail fast, and iterate—whether it’s a new product feature or a customer engagement strategy.
- Inclusivity: Diverse perspectives are not just welcomed—they’re essential to our success. We actively promote equity, belonging, and inclusion at every level.
- Work‑Life Balance: Flexible work arrangements, generous paid time off, and a focus on mental and physical well‑being.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates for senior program managers in the tech industry.
- Performance‑based bonuses tied to program outcomes and company goals.
- Equity or stock‑option plans that align your success with the company’s long‑term growth.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- Retirement savings plan with company match.
- Generous paid time off, parental leave, and flexible work arrangements.
- Continuous learning stipend, conference allowances, and access to internal training resources.
- Well‑being programs, including mental health support, on‑site fitness facilities, and wellness stipends.
How to Apply
Ready to shape the future of customer experience at brighthush? Submit your application through our careers portal or reach out directly to our recruiting team. We’re excited to learn how your expertise and passion can help us deliver unparalleled value to our customers.