Senior Remote Customer Care Operations Project Specialist – Championing Call Center Innovation, Cross‑Functional Collaboration, Process Excellence, and Customer Experience Transformation at brighthush
About brighthush
brighthush is not just a global entertainment platform; it’s a cultural movement that fuses cutting‑edge technology, immersive storytelling, and data‑driven insights to craft unforgettable moments for millions of users worldwide. From streaming music and movies to live interactive events, we empower audiences to discover content that feels personal, instant, and deeply engaging. Our mission is simple yet profound: to bring people together through shared moments of joy while upholding the highest standards of quality, speed, and empathy.
As we continue to scale our customer care ecosystem, we are on the lookout for visionary leaders who thrive in fast‑paced, collaborative environments. If you are passionate about turning data into action, building cross‑functional partnerships, and driving continuous improvement, brighthush offers the platform to make a real, measurable difference.
Position Overview
We are seeking a Senior Remote Customer Care Operations Project Specialist who will serve as the linchpin of transformative initiatives across our Customer Care, Loyalty, and Sales Centers. In this role, you will translate business objectives into actionable plans, orchestrate cross‑functional teams, and deliver high‑impact projects that elevate service quality, streamline processes, and enrich the customer journey. Your work will directly influence how millions of customers interact with brighthush every day.
Key Responsibilities
- Project Planning & Execution: Define project scope, objectives, deliverables, and timelines for small‑to‑medium initiatives. Create detailed project plans, track progress, and ensure milestones are met on schedule.
- Stakeholder Collaboration: Partner with leaders in Loyalty, Care, and Sales Centers to gather requirements, align priorities, and secure buy‑in for project initiatives.
- Process Improvement: Identify bottlenecks and inefficiencies in customer care workflows. Recommend and implement process enhancements that improve response times, reduce escalations, and increase first‑contact resolution.
- Data‑Driven Decision Making: Collect, analyze, and report on key performance indicators (KPIs) such as average handle time, customer satisfaction scores, and resolution rates. Use insights to inform project adjustments and continuous improvement.
- Risk & Issue Management: Proactively identify potential risks, develop mitigation strategies, and manage issues to minimize impact on project timelines and quality.
- Documentation & Knowledge Sharing: Maintain comprehensive project documentation, including business cases, status reports, and post‑implementation reviews. Share lessons learned across teams to foster a culture of continuous learning.
- Change Management: Support the rollout of new processes or tools by coordinating training, communication, and adoption initiatives with relevant stakeholders.
- Team Leadership (as needed): Mentor junior project team members, provide guidance on project management best practices, and foster a collaborative team environment.
Essential Qualifications
- 1–3 years of experience in project management or related roles within a customer service or call center environment.
- Strong understanding of project management principles, methodologies, and tools (e.g., Agile, Waterfall, project management software).
- Proven ability to manage multiple projects simultaneously while maintaining high quality and meeting deadlines.
- Excellent communication skills—both written and verbal—across all levels of the organization.
- Analytical mindset with proficiency in data collection, analysis, and reporting.
- Self‑motivated, detail‑oriented, and capable of working independently in a remote setting.
- Experience with customer experience metrics and continuous improvement frameworks (e.g., Six Sigma, Kaizen) is a plus.
Preferred Qualifications
- Certification in Project Management (PMP, CAPM, or equivalent) or related discipline.
- Background in telecommunications, media, or digital services industries.
- Experience leading cross‑functional teams and managing stakeholder expectations.
- Familiarity with customer relationship management platforms and call center technology stacks.
- Knowledge of regulatory compliance and data privacy standards relevant to customer care operations.
Skills & Competencies
- Project Management: Planning, scheduling, resource allocation, and risk mitigation.
- Stakeholder Management: Building relationships, influencing decisions, and managing expectations.
- Analytical Thinking: Data interpretation, KPI tracking, and problem‑solving.
- Communication: Clear, concise, and persuasive communication across diverse audiences.
- Adaptability: Thriving in a dynamic environment with shifting priorities.
- Collaboration: Working effectively with cross‑functional teams and remote colleagues.
- Continuous Improvement: Applying lean principles to drive operational excellence.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. As a Project Specialist, you’ll gain exposure to:
- Advanced project management training, including Agile and Scrum certifications.
- Mentorship from senior leaders in Customer Care, Sales, and Loyalty.
- Opportunities to lead larger, high‑impact projects and transition into Program Management or Operations Leadership roles.
- Cross‑departmental rotations that broaden your understanding of the entire customer experience ecosystem.
- Access to a robust learning portal featuring courses on data analytics, customer experience design, and emerging technologies.
Work Environment & Culture at brighthush
brighthush champions a culture of inclusion, innovation, and empowerment. Key highlights include:
- Remote‑First Flexibility: Work from anywhere in the United States (excluding Alaska) with a fully supported home‑office setup.
- Collaborative Spirit: Regular virtual town halls, cross‑team hackathons, and open‑door communication channels.
- Diversity & Inclusion: A workforce that reflects the communities we serve, with dedicated programs to promote equity and belonging.
- Well‑Being Focus: Comprehensive health plans, mental health resources, and wellness stipends.
- Community Impact: Volunteer opportunities and corporate social responsibility initiatives that allow you to give back.
Compensation & Benefits
While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:
- Competitive base salary aligned with industry standards.
- Performance‑based bonuses and equity opportunities.
- Health, dental, and vision insurance plans.
- Retirement savings plan with company match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development budget and tuition reimbursement.
- Employee assistance program and mental health support.
- Flexible work arrangements and remote‑work stipend.
How to Apply
Ready to make a tangible impact on the customer experience at brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We’re excited to learn how your skills and passion align with our mission to deliver unforgettable entertainment experiences.