Senior Remote Customer Experience Project Lead – AI‑Powered Process Optimization & Cross‑Functional Collaboration Champion, Driving Innovation in Global Entertainment & Customer Delight at brighthush

About brighthush

brighthush is more than a media company; it’s a global movement that redefines storytelling, engagement, and the very way audiences experience entertainment. By fusing cutting‑edge digital media, immersive narratives, and next‑generation technology, we create content that captivates millions across every continent. Our portfolio spans award‑winning streaming platforms, interactive storytelling experiences, and AI‑driven content curation—all engineered to meet the evolving expectations of today’s global consumer.

At brighthush, data is the engine that powers personalization, cultural relevance, and seamless engagement. We harness machine learning, predictive analytics, and real‑time insights to craft journeys that feel tailor‑made for each user. Our mission is to deliver unforgettable moments, whether a user is binge‑watching a new series, exploring a virtual world, or interacting with our AI‑powered customer support.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you step into a world where strategy meets execution, and innovation is a daily practice. Here’s why our team stands out:

• Impact at Scale: Your initiatives will shape the quality of support across Loyalty, Care, and Sales Centers, influencing millions of interactions and driving brand loyalty.
• AI at the Core: You’ll work with state‑of‑the‑art AI platforms—natural language processing, automated test case generation, intelligent knowledge bases—to streamline documentation, testing, and knowledge management.
• Career Acceleration: Structured career paths, mentorship programs, and continuous learning opportunities help you evolve from specialist to senior leader.
• Diverse & Inclusive Culture: We celebrate diverse perspectives, encourage open dialogue, and foster a workplace where every voice is heard.
• Competitive Compensation & Perks: Health benefits, flexible work arrangements, wellness programs, and exclusive discounts on our entertainment offerings create a holistic rewards package.

Role Overview

As a Senior Remote Customer Experience Project Lead, you will be the linchpin that connects cross‑functional teams, ensuring that every initiative aligns with corporate objectives and customer expectations. You will apply core project management principles to deliver high‑quality outcomes on time and within budget, while championing the adoption of AI‑driven tools to enhance documentation, testing, and knowledge management.

Key Responsibilities

• Lead end‑to‑end project planning, including scope definition, timeline creation, resource allocation, and risk mitigation for initiatives within Loyalty, Care, and Sales Centers.
• Collaborate with stakeholders across Customer Experience, Operations, IT, and Analytics to capture requirements, validate deliverables, and secure approvals.
• Utilize AI‑based platforms (e.g., natural language processing for knowledge base creation, automated test case generation) to accelerate project documentation and quality assurance.
• Maintain detailed project documentation, status reports, and dashboards, ensuring transparency for senior leadership and cross‑functional partners.
• Facilitate regular project meetings, workshops, and retrospectives, fostering a culture of continuous improvement and accountability.
• Track and report on key performance indicators (KPIs) such as project velocity, defect rates, and customer satisfaction metrics, translating data into actionable insights.
• Coordinate change management activities, ensuring smooth transitions for new processes, tools, or service enhancements.
• Mentor junior project team members, sharing best practices and promoting professional development.
• Stay abreast of industry trends, emerging technologies, and best practices in customer care and project management to recommend innovative solutions.
• Act as a liaison between technical teams and business stakeholders, translating complex technical concepts into clear, business‑friendly language.

Essential Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field.
• Minimum of 3 years of experience in project management within a customer service or operations environment.
• Proficiency in project management tools such as Microsoft Project, JIRA, or Asana.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend improvements.
• Excellent written and verbal communication skills, capable of presenting complex information to diverse audiences.
• Demonstrated ability to work independently, prioritize tasks, and deliver results with limited supervision.
• Experience with AI or automation tools in documentation or testing is highly desirable.
• Certified Project Management Professional (PMP) or equivalent is a plus.

Preferred Qualifications

• Experience in the media, entertainment, or telecommunications industry.
• Knowledge of customer experience frameworks such as CX, CSAT, and NPS.
• Familiarity with Agile and Scrum methodologies.
• Background in data analytics or business intelligence tools (e.g., Power BI, Tableau).
• Multilingual capabilities to support global customer care initiatives.

Core Skills & Competencies

• Project Leadership: Ability to guide cross‑functional teams toward shared goals.
• Strategic Thinking: Translate business objectives into actionable project plans.
• Problem Solving: Identify root causes and develop innovative solutions.
• Stakeholder Management: Build trust and influence across all levels of the organization.
• Adaptability: Thrive in a dynamic environment with shifting priorities.
• Technical Proficiency: Comfortable with project management software, AI tools, and data visualization platforms.
• Communication: Clear, concise, and persuasive in both written and verbal formats.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Mentorship Programs: Pair with seasoned leaders who provide guidance and career advice.
• Continuous Learning: Access to online courses, certifications, and workshops covering project management, AI, and customer experience.
• Opportunities to transition into senior project management, product ownership, or customer experience strategy roles.
• Participation in cross‑regional initiatives, expanding your global perspective and network.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative workplace:

• Fully remote role with optional on‑site visits to regional hubs for team building.
• Open‑door leadership style encouraging transparency and idea sharing.
• Regular virtual town halls, hackathons, and innovation challenges.
• Commitment to work‑life balance, with generous paid time off and flexible scheduling.
• Employee wellness initiatives, including mental health resources and fitness stipends.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package complemented by:

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Performance‑based bonuses and stock‑option opportunities.
• Paid parental leave and family‑friendly policies.
• Employee discounts on brighthush entertainment services.
• Professional development budget and tuition reimbursement.

How to Apply

Ready to shape the future of customer care at brighthush? Submit your resume and a cover letter outlining how your experience aligns with the responsibilities and qualifications above. We look forward to exploring how your expertise can elevate our customer experience initiatives.

Join brighthush – Where Innovation Meets Customer Delight

At brighthush, we believe that every project is an opportunity to create memorable moments for our customers. If you’re passionate about project management, eager to harness AI for process excellence, and ready to collaborate with a diverse, high‑performing team, we want to hear from you. Apply today and become a pivotal part of a company that’s redefining entertainment and customer care on a global scale.