Senior Real‑Time Customer Experience Analyst – Data‑Powered Operations & Workforce Optimization Specialist for a Leading Food‑Tech Marketplace at brighthush

Welcome to brighthush – Where Data Meets Culinary Delight

At brighthush, we’re redefining the way people experience food by marrying the artistry of professional chefs with the convenience of a modern marketplace. Since our launch in 2018, we’ve delivered over 50 million ready‑to‑eat meals to hungry customers across the country, and we’re now expanding into a vibrant ecosystem that empowers chefs to create, share, and profit from their craft. Our mission is simple yet bold: to make exceptional food accessible, sustainable, and socially responsible for everyone.

Behind every plate, there’s a team of passionate data‑driven thinkers, creative problem‑solvers, and relentless innovators. If you thrive on turning raw numbers into actionable insights and want to shape the future of customer experience in a fast‑paced, high‑impact environment, brighthush is the place for you.

Why Your Next Career Move Should Be at brighthush

• Impactful Work – Your analyses will directly influence how we serve millions of customers and support our frontline teams.
• Rapid Growth & Learning – From real‑time analytics to strategic workforce planning, you’ll develop a broad, highly marketable skill set.
• Inclusive Culture – We celebrate diversity, champion equity, and foster an environment where every voice is heard.
• Remote‑First Flexibility – Design the life you want while contributing to a global mission.
• Competitive Compensation & Perks – From a generous salary to a comprehensive benefits package, we reward your dedication and expertise.

Role Overview

As a Senior Real‑Time Customer Experience Analyst at brighthush, you will partner closely with our Workforce Management (WFM) Analyst and CX leadership to ensure seamless daily operations across our customer experience teams. Your analytical acumen and proactive mindset will help us maintain service level agreements (SLAs), optimize workforce allocation, and deliver actionable insights in real time.

Whether you’re a seasoned analyst or a data enthusiast eager to learn, we provide the training and support you need to thrive. Your day will involve monitoring live metrics, adjusting resources on the fly, and collaborating with cross‑functional teams to keep our service levels high and our customers satisfied.

Key Responsibilities

• Real‑Time Monitoring – Track critical metrics such as service level, average speed of answer, schedule adherence, occupancy, and handle time. Identify deviations and flag potential issues before they impact customers.
• Queue & Agent Management – Observe queue conditions, agent states, workload distribution, and available capacity throughout each shift. Make data‑driven decisions to reallocate resources, manage breaks, and redistribute workload.
• Dynamic Skill‑Ups – Adjust skill sets on the fly to ensure agents can handle the current mix of calls, chats, and other touchpoints.
• Stakeholder Collaboration – Work hand‑in‑hand with the WFM Analyst and CX leadership to align shift coverage with service targets and business priorities.
• Documentation & Reporting – Maintain detailed logs of interventions, staffing changes, and performance shifts. Provide KPI reports and crisis management updates during outages or spikes.
• Continuous Improvement – Participate in initiatives to build dashboards, refine real‑time monitoring tools, and share best practices across teams.

Essential Qualifications

• 3+ months of experience in workforce management roles.
• 6+ months of experience in a call center or customer support environment.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and real‑time analytics platforms.
• Strong analytical mindset with the ability to translate complex data into clear, actionable recommendations.
• Excellent communication skills – able to convey insights to both technical and non‑technical stakeholders.
• Experience with workforce planning, scheduling, and capacity management.

Preferred Qualifications

• Prior experience in a high‑volume, fast‑paced customer experience environment.
• Knowledge of contact center technologies such as CTI, IVR, and workforce management software.
• Background in statistical analysis or predictive modeling.
• Experience leading cross‑functional projects or initiatives.
• Familiarity with agile methodologies and continuous improvement frameworks.

Skills & Competencies

• Data Literacy – Comfortable working with large datasets, performing ad‑hoc queries, and creating insightful visualizations.
• Problem‑Solving – Ability to diagnose issues quickly, propose solutions, and implement changes in real time.
• Collaboration – Proven track record of working effectively with diverse teams, including engineering, product, and operations.
• Adaptability – Thrive in a dynamic environment where priorities shift rapidly.
• Customer‑Centric Mindset – Always keep the end‑user experience at the forefront of decision making.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Real‑Time Customer Experience Analyst, you’ll have the chance to:

• Lead cross‑functional initiatives that shape the future of our customer experience platform.
• Mentor junior analysts and help build a high‑performing data science team.
• Participate in strategic planning sessions with senior leadership, influencing company‑wide priorities.
• Attend industry conferences, workshops, and training programs to stay ahead of emerging trends.
• Explore lateral moves into product management, data engineering, or operations leadership roles.

Work Environment & Company Culture

brighthush is built on a foundation of creativity, collaboration, and continuous improvement. Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Open‑door communication channels with leadership.
• Regular hackathons and innovation challenges that encourage experimentation.
• Inclusive hiring practices that celebrate diverse perspectives.
• Community outreach programs that give back to local food banks and sustainability initiatives.

Compensation, Perks, and Benefits

We recognize that a great career is supported by a great package. While specific numbers vary by role and location, you can expect:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building events.

How to Apply

Ready to make a tangible impact on millions of customers while advancing your career in a data‑driven, customer‑centric environment? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Real‑Time Customer Experience Analyst role at brighthush. We’re excited to hear from you!