Senior Strategic Director of Customer Service, Logistics & Distribution Planning – Driving Operational Excellence, Customer Experience, and Supply Chain Innovation for a Rapidly Growing Global Consumer Products Leader at brighthush

About brighthush

brighthush is redefining the consumer products landscape by marrying cutting‑edge technology, sustainable practices, and an unwavering commitment to service excellence. With a footprint that spans North America, Latin America, and emerging markets, we are transforming how customers experience our brand—from the first click on our e‑commerce platform to the final delivery of their favorite products. Our mission is clear: deliver flawless order experiences to millions of customers while building an agile, data‑driven, and customer‑centric supply‑chain ecosystem that fuels our rapid growth.

Why This Role Matters

As brighthush scales, the Senior Strategic Director of Customer Service, Logistics & Distribution Planning will become a pivotal executive partner, shaping the future of our order‑to‑cash cycle, optimizing our physical network, and ensuring every touchpoint delivers exceptional value. This role is a unique blend of leadership, strategy, and execution, demanding a visionary who can orchestrate complex logistics, elevate customer service, and drive continuous improvement at scale.

What You’ll Do

Customer Service & Order Management

• Lead a high‑performing customer service organization that delivers fast, accurate, and empathetic support throughout the entire order lifecycle.
• Design and implement standardized, scalable processes that elevate case resolution rates, boost order accuracy, and increase overall customer satisfaction scores.
• Champion process automation initiatives—leveraging AI, chatbots, and workflow orchestration—to reduce manual touchpoints and accelerate response times.
• Collaborate with third‑party service providers to ensure that systems, tools, and support frameworks evolve in tandem with business and customer needs.
• Establish rigorous controls and audit mechanisms that guarantee accurate order fulfillment, seamless returns processing, and precise invoicing.
• Partner with Finance to streamline the order‑to‑cash cycle, ensuring both operational efficiency and financial accuracy.
• Oversee customer onboarding, including EDI configuration, item conversion tables, routing guides, and portal compliance.

Customer Logistics

• Own and continuously improve outbound and reverse logistics, covering order routing, carrier management, delivery tracking, and returns.
• Negotiate and manage contracts with parcel, LTL, FTL, 3PL, and other logistics partners, focusing on cost control, performance metrics, and service‑level compliance.
• Develop and execute a logistics strategy that balances speed, cost, and the customer experience, ensuring that every shipment meets or exceeds expectations.
• Lead the automation of key logistics workflows, including the ongoing EDI project and ERP implementation initiatives.
• Establish and monitor OTIF (On Time In Full) metrics, collaborating cross‑functionally to resolve exceptions and improve service levels for key accounts.
• Drive continuous improvement initiatives that enhance logistics efficiency, reduce waste, and support sustainability goals.

Distribution Planning & Execution

• Design and lead the Distribution Requirements Planning (DRP) process to position inventory strategically across the network, meeting customer demand with precision.
• Create and manage inventory placement, replenishment, and order fulfillment plans that align with sales forecasts and planning priorities.
• Optimize distribution center operations, ensuring that capacity, staffing, and technology are aligned with forecasted demand and service expectations.
• Improve inventory availability, reduce stockouts, and balance service levels with cost‑to‑serve considerations.
• Implement scalable, sustainable warehousing and fulfillment practices that support rapid growth and operational resilience.

Network Design & Execution

• Partner with senior leadership to evolve the distribution network strategy, including facility location, capacity planning, and product flow optimization.
• Support the execution of network changes—launching new distribution centers, transitioning existing facilities, and expanding the transportation model.
• Leverage data analytics and cross‑functional insights to guide decisions that balance cost, service, and scalability.
• Develop roadmaps and business cases for future distribution and fulfillment capabilities, ensuring alignment with brighthush’s growth trajectory.

Essential Qualifications

• Bachelor’s degree in Supply Chain, Operations, Business Administration, or a related field; an MBA or advanced degree is highly preferred.
• Minimum of 10 years of progressive leadership experience in supply‑chain operations, encompassing logistics, distribution, and customer service.
• Proven track record of managing and developing direct reports within customer service and logistics functions.
• Deep expertise in Distribution Requirements Planning, logistics management, and distribution network design.
• Demonstrated success in implementing process automation, scalable systems, and operational controls in a high‑growth environment.
• Experience managing 3PLs, transportation providers, and other third‑party service partners.
• Strong business judgment, analytical acumen, and a continuous improvement mindset.
• Exceptional leadership, collaboration, communication, and change‑management skills.

Preferred Experience

• Background in high‑growth retail, consumer goods, e‑commerce, or B2B distribution settings.
• Hands‑on experience with EDI integrations and logistics systems, including TMS, WMS, and ERP platforms.
• Track record of launching, transitioning, or expanding distribution centers and networks.
• Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies.

Skills & Competencies

• Strategic Thinking – Ability to translate business goals into actionable supply‑chain strategies.
• Operational Excellence – Mastery of process design, automation, and performance measurement.
• Data‑Driven Decision Making – Proficiency in analytics tools and KPI dashboards to drive insights.
• Stakeholder Management – Skilled at influencing senior leaders, cross‑functional teams, and external partners.
• Change Leadership – Proven ability to lead large‑scale transformations and embed new ways of working.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences at every touchpoint.
• Financial Acumen – Understanding of cost structures, margin impact, and financial reporting.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our business. As Senior Strategic Director, you will:

• Report directly to the SVP of Operations, gaining exposure to executive decision‑making and strategic initiatives.
• Lead cross‑functional projects that span finance, IT, marketing, and product teams, broadening your skill set.
• Mentor and develop a high‑performing team, shaping the next generation of supply‑chain leaders.
• Participate in leadership development programs, industry conferences, and certification courses (Lean, Six Sigma, APICS, etc.).
• Be positioned for future advancement to Chief Operating Officer or Chief Supply‑Chain Officer roles.

Work Environment & Culture at brighthush

Our culture is built on three core pillars:

• Innovation – We encourage experimentation, embrace new technologies, and reward creative problem‑solving.
• Collaboration – Cross‑functional teamwork is the engine of our success; every voice matters.
• Integrity – We operate with transparency, accountability, and a commitment to ethical practices.

We offer a flexible work model that supports both on‑site collaboration in our Miami hub and remote work options. Our inclusive environment celebrates diversity, fosters belonging, and provides a supportive network for professional growth.

Compensation & Benefits

While the exact compensation package will be tailored to your experience, qualifications, and the value you bring, brighthush offers a competitive total rewards program that includes:

• Base salary commensurate with market standards for senior supply‑chain leaders.
• Performance‑based bonuses tied to operational metrics and company goals.
• Equity or stock‑option plans that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Generous paid time off, parental leave, and flexible scheduling.
• Professional development budget and tuition reimbursement.
• Wellness programs, gym memberships, and mental‑health resources.

Why Join brighthush?

At brighthush, you will be part of a forward‑thinking organization that is reshaping the consumer products landscape. Your leadership will directly influence how millions of customers experience our brand, from the moment they place an order to the final delivery. If you thrive in a fast‑paced, data‑driven environment and are passionate about building world‑class supply‑chain operations, we want to hear from you.

Apply Today

Ready to take the next step in your career and make a tangible impact at brighthush? Click the link below to submit your application and join our mission to deliver exceptional customer experiences worldwide.