Senior Remote Customer Care Projects Specialist – Championing Agile Project Management, CX Excellence, and Continuous Improvement for a Global Digital Entertainment Leader

About brighthush – Where Innovation Meets Entertainment

brighthush is more than a streaming platform; it’s a global community that redefines how people discover, enjoy, and interact with digital content. From AI‑powered support tools to immersive interactive experiences, we empower millions of users to connect, engage, and thrive. Our culture is built on curiosity, collaboration, and a relentless focus on innovation. We believe that every interaction matters, and that the best ideas come from a diverse, inclusive, and empowered team.

Why This Role Matters

Customer care is the heart of brighthush’s brand promise. Every call, chat, or email is an opportunity to reinforce trust and delight. As a Projects Specialist, you will be the catalyst that turns customer‑centric ideas into actionable, measurable projects. You’ll work closely with cross‑functional teams—Loyalty, Care, and Sales Centers—to identify pain points, design solutions, and deliver results that elevate the overall customer experience.

What You’ll Do

Project Execution & Ownership

• Lead end‑to‑end execution of small‑to‑medium scale projects within the Customer Care ecosystem.
• Own project plans, timelines, budgets, and deliverables from inception to post‑implementation review.
• Use Agile, Scrum, and Waterfall frameworks to adapt to changing priorities and stakeholder needs.

Stakeholder Collaboration

• Build and nurture relationships with internal partners across Loyalty, Care, and Sales Centers.
• Facilitate regular status meetings, workshops, and feedback loops to keep everyone aligned.
• Translate business objectives into clear project scopes that resonate with all stakeholders.

Data‑Driven Decision Making

• Analyze customer data, call metrics, and support tickets to identify trends and root causes.
• Translate insights into actionable project scopes and measurable success criteria.
• Present findings to leadership with concise, data‑rich dashboards and executive summaries.

Process Improvement

• Champion continuous improvement initiatives that streamline workflows, reduce resolution times, and enhance agent productivity.
• Implement best practices in knowledge management, ticket routing, and escalation procedures.
• Document lessons learned and share them across the organization to foster a culture of learning.

Risk & Issue Management

• Proactively identify risks, develop mitigation plans, and resolve issues to keep projects on track.
• Maintain a risk register and conduct regular risk reviews with the project team.
• Escalate critical issues to senior leadership with clear action plans.

Documentation & Reporting

• Maintain comprehensive project documentation, including charter, requirements, status reports, and post‑implementation reviews.
• Ensure all deliverables meet quality standards and are approved by the appropriate stakeholders.
• Create knowledge base articles and SOPs to support ongoing operations.

Learning & Development

• Seek opportunities to expand your project management knowledge—certifications, workshops, or industry conferences—and share learnings with the team.
• Mentor junior project team members and provide guidance on best practices.
• Stay current on emerging trends in CX, AI, and digital entertainment.

Essential Qualifications

• Minimum of 2 years of experience in project management, preferably within customer service or call center environments.
• Strong understanding of project management methodologies (Agile, Scrum, Waterfall) and tools (Jira, Asana, Trello).
• Proven ability to manage multiple projects simultaneously while maintaining high quality and meeting deadlines.
• Excellent analytical skills with the ability to interpret data, identify patterns, and recommend actionable solutions.
• Exceptional communication skills—both written and verbal—across all levels of the organization.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote setting.
• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).

Preferred Qualifications

• Project Management Professional (PMP) or Certified ScrumMaster (CSM) certification.
• Experience with customer experience (CX) platforms such as brighthush.
• Background in data analytics tools (SQL, Tableau, Power BI) to support data‑driven project decisions.
• Previous exposure to the media, entertainment, or streaming industry.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Core Skills & Competencies

• Project Leadership: Ability to inspire teams, set clear expectations, and drive projects to successful completion.
• Strategic Thinking: Align project objectives with broader business goals and customer experience strategy.
• Problem Solving: Quickly diagnose issues, evaluate alternatives, and implement effective solutions.
• Collaboration: Work seamlessly with cross‑functional stakeholders, fostering a culture of transparency and shared ownership.
• Adaptability: Thrive in a dynamic environment where priorities shift and new challenges arise.
• Customer‑Centric Mindset: Keep the end‑user at the center of every decision, ensuring that projects deliver real value.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the projects you manage. As a Projects Specialist, you will:

• Progress to a Senior Projects Manager or Program Manager role within 2–3 years, overseeing larger initiatives and cross‑departmental programs.
• Gain exposure to strategic planning sessions with senior leadership, shaping the future of customer experience across the organization.
• Participate in our internal “Innovation Lab,” where you can pilot new tools, methodologies, or customer engagement strategies.
• Access a curated learning library, including courses on advanced project management, data analytics, and customer experience design.
• Earn industry certifications through our sponsorship program, covering PMP, Scrum, Six Sigma, and more.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative community. We offer:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building events, hackathons, and cross‑departmental knowledge‑sharing sessions.
• A culture of psychological safety where ideas are welcomed, and constructive feedback is the norm.
• Access to cutting‑edge collaboration tools (Slack, Microsoft Teams, Miro) that keep you connected to teammates and stakeholders.
• Annual “brighthush Retreat” where remote employees gather for workshops, strategy sessions, and social activities.

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 tied to project outcomes and customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to support your long‑term financial goals.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Unlimited learning stipend for courses, conferences, or certifications.
• Wellness programs, including virtual fitness classes, mental health resources, and mindfulness sessions.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to make a difference in how millions of customers experience brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Highlight any project management successes, especially those that improved customer satisfaction or operational efficiency.

We’re excited to hear from driven professionals who are eager to grow, innovate, and deliver world‑class customer care solutions. Join us and help shape the future of entertainment and customer experience—one project at a time.

Join brighthush Today!

At brighthush, your work will directly influence how our customers interact with our brand. If you’re passionate about project management, customer experience, and continuous improvement, we want to hear from you. Apply now and become part of a team that values creativity, collaboration, and a commitment to excellence.