Senior Vice President of Global Customer Operations & Experience – Remote Executive Leadership in Transformation, Innovation, and Customer Success at brighthush

About brighthush – A Global Trailblazer in Customer Experience

brighthush is more than a technology provider; it is a catalyst for the next wave of customer engagement. With a footprint that spans every continent, we empower enterprises in e‑commerce, fintech, and enterprise SaaS to turn routine interactions into unforgettable journeys. Our DNA is built on data‑driven insights, cutting‑edge automation, and a relentless pursuit of improvement. We believe that every touchpoint is an opportunity to deepen loyalty, spark advocacy, and accelerate growth.

Founded on the principle that technology should amplify human connection, brighthush has grown from a niche startup to a global leader in customer experience solutions. We partner with Fortune 500 companies, mid‑market innovators, and emerging startups alike, delivering scalable, AI‑powered platforms that streamline support, personalize interactions, and unlock actionable intelligence. Our culture is rooted in agility, transparency, and inclusivity, ensuring that every team member feels empowered to shape the future of customer service.

Why This Role Matters

In an era where customer expectations evolve at lightning speed, the ability to orchestrate seamless, scalable, and empathetic service is a strategic differentiator. The Vice President of Global Customer Operations & Experience will be the linchpin that aligns brighthush’s operational excellence with its ambitious vision. This full‑time, remote executive position offers the freedom to work from anywhere while steering transformative change across a distributed customer service organization.

By leading the customer operations function, you will directly influence the company’s ability to retain high‑value clients, reduce churn, and drive revenue growth. Your strategic decisions will ripple across product development, sales, and engineering, ensuring that every customer interaction reflects brighthush’s commitment to excellence.

Role Overview

In this senior leadership capacity, you will own the end‑to‑end customer operations ecosystem. Your mandate is to elevate service delivery standards, embed operational excellence, and cultivate a culture that thrives on data, collaboration, and customer‑centric thinking. You will partner with the CEO, CFO, and other C‑suite leaders to ensure that customer operations strategy is tightly integrated with the broader business vision.

Key Responsibilities

• Strategic Leadership: Craft and execute a comprehensive customer operations strategy that aligns with brighthush’s business objectives and growth plans. Translate vision into actionable roadmaps, measurable outcomes, and a clear value proposition for both internal and external stakeholders.
• Team Management & Culture: Lead, mentor, and develop a high‑performing, geographically dispersed team of customer service managers, supervisors, and frontline agents. Foster a culture of accountability, continuous learning, and high engagement through coaching, recognition, and career development.
• Process Design & Optimization: Map, redesign, and streamline customer service workflows. Leverage automation, AI, and best‑practice frameworks to improve efficiency, reduce resolution time, and enhance the overall customer experience.
• Performance Measurement: Build and maintain robust dashboards, KPIs, and reporting mechanisms that provide real‑time visibility into service quality, customer satisfaction, and operational cost. Use data to drive continuous improvement and strategic decision‑making.
• Cross‑Functional Collaboration: Partner with Sales, Logistics, Finance, Product, and Engineering to ensure seamless hand‑offs, shared goals, and integrated customer journeys. Act as the bridge between customer insights and product innovation.
• Budget Stewardship: Own the customer operations budget, forecasting, and cost‑control initiatives while maximizing ROI on technology and talent investments.
• Continuous Improvement & Kaizen: Champion a culture of Kaizen, driving root‑cause analysis, process audits, and iterative enhancements that elevate service standards.
• Stakeholder Communication: Present insights, progress, and strategic recommendations to senior leadership, board members, and external partners. Translate complex data into compelling narratives.
• Talent Development: Design and implement training programs, career pathways, and succession plans that nurture talent, reduce turnover, and build a pipeline of future leaders.
• Customer Advocacy: Serve as the voice of the customer within the organization, ensuring that every decision reflects the needs and expectations of our clients.
• Innovation Champion: Identify emerging technologies and industry trends that can be leveraged to enhance customer experience, and lead pilots that validate their impact.
• Global Impact: Drive initiatives that scale across multiple regions, ensuring consistent service quality while respecting local nuances and regulatory requirements.

Essential Qualifications

• Experience: Minimum 10 years of progressive leadership in customer service, operations, or related fields, with at least 5 years in a senior executive role.
• Industry Knowledge: Proven track record in B2B, manufacturing, or industrial sectors, with a deep understanding of complex supply chains and enterprise‑level service delivery.
• Analytical Acumen: Expertise in data analysis, trend identification, and data‑driven decision making that directly improves operational performance.
• Team Leadership: Demonstrated ability to coach, motivate, and develop diverse, remote teams, fostering a culture of accountability and continuous learning.
• Project Management: Strong command of project planning, execution, and monitoring, ensuring initiatives are delivered on time, within scope, and on budget.
• Communication Skills: Exceptional written and verbal communication, with the capacity to influence senior stakeholders and articulate complex concepts clearly.
• Education: Bachelor’s degree in Business, Operations Management, Industrial Engineering, or a related discipline; an advanced degree (MBA, MS, or equivalent) is highly desirable.
• Languages: Fluency in English and Spanish is preferred, reflecting our global footprint and multicultural teams.

Preferred Qualifications

• Experience implementing AI‑driven customer service solutions (chatbots, predictive analytics, etc.).
• Background in change management and organizational transformation initiatives.
• Knowledge of ISO 9001, Six Sigma, or other quality management frameworks.
• Prior exposure to SaaS or cloud‑based customer experience platforms.
• Track record of building high‑performance cultures in remote or hybrid environments.
• Experience managing multi‑currency, multi‑region budgets and reporting.
• Proficiency with CRM, ERP, and analytics platforms such as Salesforce, Zendesk, ServiceNow, and Tableau.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Process Improvement & Lean Methodologies
• Change Management & Cultural Transformation
• Stakeholder Engagement & Influence
• Financial Acumen & Budget Management
• Talent Development & Succession Planning
• Customer‑Centric Mindset & Empathy
• Technology Fluency – CRM, ERP, AI, and Analytics Platforms
• Multilingual Communication and Cross‑Cultural Sensitivity
• Project Leadership & Agile Methodologies
• Risk Management & Compliance Awareness

Career Growth & Learning Opportunities

At brighthush, leadership is a journey, not a destination. As Vice President of Customer Operations, you will:

• Collaborate directly with the CEO and executive board, gaining exposure to strategic decision‑making at the highest level.
• Lead cross‑functional initiatives that shape the future of our product portfolio and go‑to‑market strategies.
• Access a comprehensive learning ecosystem, including executive coaching, industry conferences, and internal knowledge hubs.
• Drive innovation projects that can be scaled across the organization, positioning you as a key thought leader.
• Benefit from a clear succession path that could lead to C‑suite roles within brighthush or other global enterprises.
• Participate in global leadership forums, sharing best practices and influencing industry standards.
• Earn certifications in Six Sigma, Lean, or AI strategy, enhancing your professional portfolio.

Work Environment & Company Culture

brighthush thrives on a culture that blends agility, transparency, and inclusivity. Our remote‑first model empowers employees to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Digital collaboration tools such as Slack, Microsoft Teams, and Zoom.
• Regular virtual coffee breaks and team‑building activities.
• A commitment to work‑life balance, with flexible hours and generous time‑off policies.
• Inclusive hiring practices that celebrate diversity and foster belonging.
• Annual global retreats that bring teams together for strategy, learning, and celebration.
• Peer‑to‑peer mentorship programs that accelerate skill development.
• Transparent decision‑making processes that encourage open dialogue and feedback.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for senior executive roles.
• Performance‑based bonuses tied to customer satisfaction, operational efficiency, and revenue impact.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible working arrangements.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building events.
• Access to a global network of industry experts and thought leaders.

Success Stories & Impact

Our customers have seen tangible results from partnering with brighthush. For example, a leading fintech client reduced average resolution time by 35% and increased customer satisfaction scores from 78% to 92% within the first year of implementing our AI‑powered support platform. Another enterprise SaaS partner achieved a 25% reduction in operational costs while scaling support across three new markets, thanks to our streamlined workflow automation and data‑driven insights.

These successes underscore the transformative power of a well‑executed customer operations strategy—an impact you will help shape as our Vice President.

Diversity & Inclusion

brighthush is committed to building a workforce that reflects the communities we serve. We actively promote diversity in hiring, training, and promotion practices. Our inclusive culture ensures that every voice is heard, every perspective is valued, and every team member has the opportunity to thrive.

Technology Stack & Innovation

As the leader of customer operations, you will work closely with our technology teams to harness cutting‑edge tools:

• CRM: Salesforce, HubSpot, Zendesk.
• AI & Automation: IBM Watson, Google Dialogflow, UiPath.
• Analytics: Tableau, Power BI, Looker.
• Collaboration: Slack, Microsoft Teams, Miro.
• Process Management: Asana, Monday.com, Jira.

Staying ahead of technological trends will be a key part of your role, ensuring that brighthush remains the industry leader in customer experience.

How to Apply

Ready to lead the next wave of customer experience innovation at brighthush? Submit your resume and a cover letter outlining your vision for customer operations excellence. We look forward to exploring how your expertise can help us set new industry standards.

Apply to this role now and join a team that is shaping the future of customer service.

Join brighthush – Where Vision Meets Execution

At brighthush, we don’t just deliver services; we create experiences that resonate. If you are a strategic thinker, a data‑driven leader, and a passionate advocate for customer success, we invite you to bring your expertise to our dynamic, remote‑first organization. Together, we’ll build a future where every customer interaction is an opportunity to inspire, delight, and drive lasting value.