Senior Vice President, Customer Operations & Experience – Global B2B SaaS Technology Leader

About brighthush

brighthush is a trailblazing technology company that is redefining how the world accesses affordable smartphones and digital financial services. By combining cutting‑edge secure locking technology with innovative device‑financing solutions, we empower millions of people across more than 30 countries to own and use mobile devices that were once out of reach. Our mission is simple yet powerful: to drive global economic inclusion through secure, scalable technology.

At brighthush, we believe that technology should be a catalyst for positive change, not a barrier. That’s why we partner with mobile carriers, retailers, and financiers to create seamless, end‑to‑end experiences that put the customer at the heart of everything we do. Our culture is built on collaboration, curiosity, and a relentless focus on delivering value to our partners and the communities we serve.

Why Join brighthush?

If you’re passionate about leading high‑impact teams in a fast‑moving, global technology environment, brighthush offers the platform to make a real difference. As a member of our Executive Team, you’ll shape strategy, influence product direction, and drive operational excellence across continents. In return, we provide a competitive compensation package, a flexible work environment, and a culture that celebrates diversity, innovation, and continuous learning.

Role Overview

As the Senior Vice President of Customer Operations & Experience, you will be the technical steward of every customer relationship—from the first touchpoint to long‑term partnership. You will report directly to the CEO and sit alongside the CRO, COO, SVP of Product, and SVP of Engineering as a peer on the Executive Team. You will lead two seasoned Vice Presidents who oversee Sales Engineering, Implementation, Technical Account Management, and Technical Support. Your mandate is to ensure that every customer interaction is seamless, high‑quality, and aligned with brighthush’s strategic objectives.

Key Responsibilities

• Strategic Leadership: Contribute to company strategy, set vision for customer operations, and influence cross‑functional initiatives.
• Customer Experience Champion: Build a unified customer journey that integrates technical and commercial teams, ensuring a consistent, delightful experience.
• Technical Account Management: Design and scale a TAM model that deepens relationships, identifies upsell opportunities, and drives customer advocacy.
• Onboarding & Support Excellence: Define and execute fast, high‑quality onboarding processes and support frameworks that customers can rely on.
• Team Development & Expansion: Mentor and grow leaders, build high‑performing teams across new regions, and foster a culture of ownership and accountability.
• Operational Metrics & Continuous Improvement: Establish KPIs, monitor performance, and implement data‑driven improvements to reduce churn and increase net revenue retention.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Finance to align roadmaps, budgets, and resource allocation.
• Global Representation: Represent brighthush at industry events, partner meetings, and customer forums, reinforcing our brand as a trusted technology leader.

Who You Are

• Collaborative, people‑first leader who builds trust across commercial and technical teams.
• Customer‑obsessed, turning their needs into memorable experiences.
• Calm and clear under ambiguity or rapid change.
• Comfortable as a peer at the Executive level, contributing to the whole business.
• Strategic thinker who spots what matters and brings it forward.
• Clear, warm communicator with colleagues and senior customers alike.

What Makes You, You

We value achievements over checklists. Your track record should demonstrate:

• Senior leadership in customer operations, technical support, delivery, or customer success within B2B SaaS.
• Experience scaling teams through periods of change, across regions and time zones.
• Proven ability to collaborate with commercial teams to grow customer relationships and revenue.
• Curiosity about complex technical solutions and confidence to shape them.
• Structured, data‑driven approach to goal setting and progress tracking.
• Deep understanding of SaaS customer models, net revenue retention, and growth metrics.
• Bonus: Experience with partner or OEM relationships.

Essential Qualifications

• Degree in business, engineering, or a related technical field, or equivalent experience.
• 10+ years of progressive leadership experience in customer‑centric roles.
• Track record of building and scaling high‑performance teams.
• Strong analytical, problem‑solving, and decision‑making skills.
• Excellent communication and stakeholder management abilities.
• Willingness to travel internationally as required.

Preferred Qualifications

• MBA or advanced business qualification (not mandatory).
• Experience in a global, multi‑region SaaS environment.
• Background in secure mobile technology or device financing.
• Knowledge of partner ecosystems and OEM integration.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You will:

• Lead cross‑functional initiatives that shape the future of our product portfolio.
• Mentor emerging leaders and develop a pipeline of talent for future executive roles.
• Participate in executive‑level strategy sessions and global leadership forums.
• Access to continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Opportunity to influence the direction of a company that is at the forefront of mobile technology and financial inclusion.

Work Environment & Culture at brighthush

Our culture is built on the belief that great work happens when people feel valued, supported, and empowered. We practice:

• Flexibility: Remote work options with a focus on results rather than hours.
• Open Communication: Transparent decision‑making and regular town‑hall meetings.
• Diversity & Inclusion: A commitment to equity, belonging, and celebrating differences.
• Well‑being: Comprehensive health plans, mental health resources, and wellness programs.
• Community Impact: Volunteer time off, charitable giving, and initiatives that support global inclusion.

Compensation & Benefits

While specific figures are tailored to experience and impact, you can expect:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonus structure tied to company and individual goals.
• Equity or stock‑option plans to share in brighthush’s long‑term success.
• Group benefits covering health, dental, vision, and life insurance for you and your family.
• Retirement savings plan with company match.
• Unlimited vacation policy—take the time you need, when you need it.
• Remote work stipend and equipment allowance.
• Professional development budget and travel allowances for conferences and client visits.

How to Apply

If you’re ready to lead customer operations at a company that is changing the world, we’d love to hear from you. Submit your application through our careers portal or click the link below to apply directly.

Apply to brighthush – Senior Vice President, Customer Operations & Experience

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or any other protected status.