Senior Project Management Specialist – Driving Customer Care, Loyalty, and Sales Center Excellence to Shape the Future of CX at brighthush

About brighthush

brighthush is more than a beauty brand – it’s a global movement that redefines how people experience self‑care. With a portfolio that spans skincare, cosmetics, and wellness, we empower millions of customers to feel confident, informed, and connected. Our mission is simple yet profound: deliver seamless, personalized experiences that make every interaction feel like a moment of genuine care. To achieve this, we cultivate a culture of curiosity, collaboration, and continuous growth, where every team member is encouraged to experiment, learn, and innovate. Whether you are a seasoned professional or an ambitious newcomer, you will find a community that celebrates bold ideas, embraces diversity, and relentlessly pursues customer delight.

Why This Role Matters

The Senior Project Management Specialist sits at the intersection of strategy and execution across our Loyalty, Care, and Sales Centers. Your work translates high‑level business objectives into tangible, measurable projects that directly influence the quality, speed, and reliability of the services our customers rely on. By driving cross‑functional initiatives, you help shape the future of customer experience, ensuring that every interaction is consistent, efficient, and delight‑oriented. In a world where customer expectations evolve at lightning speed, your role is the linchpin that keeps brighthush ahead of the curve.

Key Responsibilities

• Project Execution & Delivery – Own end‑to‑end project lifecycles, from scoping and scheduling to budgeting and quality assurance, using proven frameworks such as PMBOK, PRINCE2, and Agile Scrum. Deliver projects on time, within scope, and on budget while maintaining the highest quality standards.
• Risk & Issue Management – Proactively identify potential risks, develop mitigation plans, and resolve issues before they impact timelines or budgets. Maintain a risk register and conduct regular risk reviews with stakeholders.
• Stakeholder Communication – Serve as the primary liaison for cross‑functional stakeholders, delivering clear status updates, risk reports, and actionable insights through dashboards and executive briefings. Translate complex technical details into concise, business‑friendly language.
• Process Improvement – Leverage AI and digital productivity tools (e.g., brighthush Copilot, brighthush Power Automate) to streamline documentation, testing, and workflow automation, reducing manual effort and boosting team efficiency. Champion continuous improvement initiatives that drive measurable performance gains.
• Testing & Quality Assurance – Design and execute front‑end system test cases, document results, and collaborate with QA teams to resolve discrepancies and ensure compliance with internal standards. Advocate for quality at every stage of the project lifecycle.
• System & Policy Knowledge – Develop deep expertise in front‑end and operational systems used across Loyalty, Care, and Sales Centers, ensuring alignment with center‑specific policies and procedures. Stay current on system upgrades and regulatory changes.
• Project Monitoring – Track project milestones, deliverables, and resource utilization using brighthush’s project management platforms (Jira, brighthush Project). Provide real‑time visibility to stakeholders and adjust plans as needed.
• Team Leadership & Mentorship – Guide junior project managers and cross‑functional team members, fostering a culture of accountability, continuous learning, and high performance.
• Strategic Alignment – Ensure every project aligns with the broader CX strategy, brand objectives, and long‑term business goals of brighthush.

Day‑to‑Day Impact

Every day, you will collaborate with product managers, data scientists, customer support leaders, and technology architects to turn ambitious ideas into operational realities. Your influence will be felt in the following ways:

• Designing and rolling out new loyalty program features that increase member engagement by measurable percentages.
• Optimizing call‑center workflows to reduce average handling time while maintaining high satisfaction scores.
• Implementing AI‑driven chatbots that resolve common customer inquiries, freeing agents to focus on complex issues.
• Coordinating cross‑regional releases that synchronize product updates across North America, EMEA, and APAC.
• Leading post‑project reviews that capture lessons learned and embed best practices across the organization.
• Driving data‑driven decision making by translating analytics into actionable project insights.
• Championing a culture of experimentation, where new ideas are tested, iterated, and scaled.

Essential Qualifications

• Bachelor’s degree in Business Administration, Project Management, Computer Science, or a related field.
• Minimum of 7 years of progressive project management experience, with at least 3 years in a senior or lead role.
• Certified Project Management Professional (PMP) or equivalent (PRINCE2, Agile Certified Practitioner) is required.
• Proven track record of delivering complex, cross‑functional projects on time and within budget.
• Strong analytical and problem‑solving skills, with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills, capable of engaging stakeholders at all levels.
• Experience with AI‑driven productivity tools and a passion for continuous process improvement.
• Deep understanding of customer experience frameworks and the ability to align projects with CX strategy.
• Proficiency in using project management software (Jira, brighthush Project) and collaboration tools.
• Demonstrated ability to manage multiple high‑priority initiatives simultaneously.

Preferred Qualifications

• Experience in the beauty, cosmetics, or consumer‑goods industry.
• Background in loyalty program design, customer care operations, or sales center optimization.
• Knowledge of regulatory compliance related to data privacy and consumer protection.
• Advanced proficiency in data visualization tools and reporting dashboards.
• Experience leading distributed or remote teams across multiple time zones.
• Familiarity with AI‑powered customer service solutions and chatbot development.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Leadership & Influence – Inspire cross‑functional teams, drive consensus, and foster a culture of accountability.
• Change Management – Navigate organizational change, ensuring smooth adoption of new processes and technologies.
• Data‑Driven Decision Making – Leverage metrics, KPIs, and analytics to guide project direction and measure success.
• Customer‑Centric Mindset – Keep the customer experience at the heart of every project decision.
• Adaptability & Resilience – Thrive in a fast‑paced, evolving environment and pivot quickly when priorities shift.
• Collaboration & Relationship Building – Build strong partnerships with internal stakeholders, vendors, and external partners.
• Technical Acumen – Comfortable working with front‑end systems, APIs, and integration points.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As a Senior Project Management Specialist, you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Continuous learning pathways, including access to industry conferences, certifications, and online courses.
• Rotational projects that expose you to new business units, technologies, and markets.
• Opportunities to lead high‑impact initiatives that shape the future of customer experience at brighthush.
• A clear promotion ladder that rewards performance, innovation, and leadership.
• Cross‑functional training that broadens your skill set beyond project management.
• Participation in strategic planning sessions that influence company‑wide direction.

Work Environment & Company Culture

Our culture is built on four pillars: Innovation, Collaboration, Integrity, and Impact. You’ll find a workplace where:

• Ideas are welcomed and tested in a safe, experimental environment.
• Teams are cross‑functional, diverse, and empowered to make decisions.
• Transparency and open communication are the norm, not the exception.
• Work‑life balance is respected, with flexible schedules and remote‑first options.
• Recognition and celebration of achievements are integral to our daily rhythm.
• Continuous feedback loops help you grow and succeed.
• Community initiatives and volunteer opportunities strengthen our social impact.

Compensation, Perks, and 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 that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements, including remote work and flexible hours.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships, mental health resources, and wellness challenges.
• Employee referral bonuses and a culture of peer recognition.
• Access to cutting‑edge technology and tools that empower your work.

How to Apply

Ready to make a lasting impact on the future of customer experience? Submit your resume and a cover letter that highlights your most relevant project successes and why you’re excited about this role. We’re eager to learn how your expertise can help brighthush continue to delight customers worldwide.

Conclusion: Join the brighthush Team

If you’re a seasoned project management professional who thrives on turning ambitious ideas into reality, who loves collaborating with diverse teams, and who is passionate about elevating customer experience, this is the place for you. At brighthush, you’ll have the autonomy to lead transformative initiatives, the support to grow your skills, and the chance to shape the future of how people connect with beauty and self‑care. Don’t miss the opportunity to be part of a company that values innovation, integrity, and impact. Apply today and help us create the next generation of customer‑centric excellence.