Senior Project Management Specialist – Leading Customer Care, Loyalty, and Sales Center Excellence Initiatives to Accelerate CX Transformation and Business Growth 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.

Project Methodologies & Tools

At brighthush, we blend traditional and modern project management frameworks to meet the unique demands of a fast‑moving consumer brand. You will be expected to:

• Apply PMBOK and PRINCE2 for governance, risk management, and stakeholder alignment on large‑scale initiatives.
• Leverage Agile Scrum and Kanban for iterative development of digital features, ensuring rapid delivery and continuous feedback.
• Utilize brighthush Project and Jira for issue tracking, sprint planning, and release management.
• Integrate brighthush Copilot and brighthush Power Automate to automate repetitive tasks, generate real‑time insights, and reduce manual effort.
• Employ Confluence for knowledge capture, documentation, and collaboration across distributed teams.

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.

Impact Stories

Here are a few real‑world examples of how senior project managers have shaped brighthush’s customer experience:

• Global Loyalty Refresh – Spearheaded the migration of the loyalty platform to a cloud‑native architecture, resulting in a 30% reduction in latency and a 15% increase in active members within six months.
• AI Chatbot Rollout – Managed the end‑to‑end implementation of an AI chatbot across 12 markets, cutting average first‑response time by 40% and freeing 200 agents to handle high‑complexity tickets.
• Omnichannel Call‑Center Optimization – Led a cross‑functional task force that redesigned call‑center routing, reducing average handling time by 25% while boosting CSAT scores from 82% to 90%.

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.

Success Metrics & KPIs

We measure success through a blend of business, operational, and customer‑centric KPIs:

• Project delivery on time, within scope, and within budget.
• Reduction in average handling time (AHT) for call‑center operations.
• Increase in loyalty program engagement and retention rates.
• Customer satisfaction (CSAT) and Net Promoter Score (NPS) improvements.
• Adoption rate of new digital tools and automation workflows.
• Compliance with regulatory and internal quality standards.

Technology Stack & Integration Landscape

Our technology ecosystem is built on a modern, cloud‑native foundation that supports rapid innovation:

• Front‑End – React, Angular, and Vue.js for dynamic, responsive user interfaces.
• Back‑End – Node.js, Java Spring Boot, and Python for scalable microservices.
• Data Layer – Snowflake, Redshift, and BigQuery for analytics and reporting.
• AI & Automation – Azure Cognitive Services, Google Dialogflow, and brighthush Copilot for intelligent assistants.
• Project & Collaboration – Jira, Confluence, brighthush Project, and Microsoft Teams.
• Integration – RESTful APIs, GraphQL, and middleware such as MuleSoft for seamless connectivity.

Team Structure & Collaboration

The Senior Project Management Specialist reports to the Director of CX Projects and works closely with:

• Product Owners and Business Analysts in the Loyalty, Care, and Sales Centers.
• Data Scientists and Analytics Engineers for KPI definition and reporting.
• UX/UI Designers to ensure customer‑centric design.
• Engineering Leads for technical feasibility and delivery.
• Operations and Compliance teams to guarantee regulatory alignment.

Cross‑functional collaboration is at the core of our success. You will facilitate regular stand‑ups, sprint reviews, and stakeholder workshops to keep everyone aligned and moving forward.

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.Apply for this job