Senior Workforce Management Lead – Customer Success & Workforce Planning Strategist – Remote (Aurora, IL) – Championing Operational Excellence, Data‑Driven Talent Optimization, and Customer Experience Innovation

About brighthush

brighthush is a trailblazer in the audio technology arena, redefining how people experience sound worldwide. From cutting‑edge headphones to immersive speaker systems, we fuse innovation, data science, and human‑centric design to deliver crystal‑clear audio that resonates with listeners everywhere. Our mission is simple yet powerful: empower every individual with unparalleled sound quality, no matter where they are.

Beyond products, brighthush cultivates a culture of curiosity, collaboration, and continuous improvement. Whether you’re a seasoned veteran or a fresh graduate, you’ll find a place where ideas are heard, growth is nurtured, and impact is tangible. We believe that the best solutions come from diverse perspectives, and we’re committed to fostering an environment where every voice matters.

Why Join brighthush?

• Impactful Work – Your decisions will shape the customer journey, influence product adoption, and elevate the brand’s reputation worldwide.
• Remote‑First Flexibility – Work from anywhere while staying connected to a high‑performing, diverse team that thrives on collaboration.
• Career Growth – Structured learning paths, mentorship, and internal mobility keep your career trajectory upward.
• Inclusive Culture – A diverse, equitable, and inclusive workplace where every voice is heard and celebrated.
• Competitive Compensation & Benefits – Comprehensive health coverage, retirement plans, paid time off, and more.

What You’ll Do

As the Workforce Management Lead for Customer Success, you will be the strategic partner that drives workforce excellence across the organization. Your day‑to‑day focus will include:

Key Responsibilities

• Forecasting & Capacity Planning – Own short‑, medium‑ and long‑term contact‑volume forecasts, translating them into precise staffing and capacity requirements.
• Scheduling Excellence – Build and maintain employee schedules using the brighthush Workforce Management platform, balancing demand, service expectations, employee availability, PTO, training, coaching, meetings, and other offline activities.
• Rolling Workforce Planning – Maintain a dynamic workforce plan, proactively identifying staffing gaps, excess capacity, and future hiring needs.
• Real‑Time Management – Monitor contact volume, staffing, service levels, and schedule adherence in real time, recommending adjustments when performance deviates from thresholds.
• Performance Analytics – Track and analyze key metrics such as forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage, and workforce utilization.
• Dashboard & Reporting – Design and deliver workforce dashboards and recurring reports that provide actionable insights to Customer Success leaders.
• Root‑Cause Analysis – Conduct variance and root‑cause analyses, recommending actions to improve staffing efficiency, customer accessibility, and workforce utilization.
• Subject‑Matter Expertise – Serve as the functional owner and SME for the brighthush Workforce Management system, overseeing forecasting, scheduling, adherence, reporting, configuration, and ongoing optimization.
• Cross‑Functional Collaboration – Partner with Customer Success leadership, Finance, HR, Training, Quality, IT, Sales, Marketing, and Operations to incorporate business events, product launches, staffing plans, and other demand drivers into workforce planning.
• Data Quality & Integration – Monitor workforce data quality and collaborate with IT and other partners to resolve discrepancies across the workforce management platform, contact‑center systems, HR, and time‑keeping platforms.
• Strategic Recommendations – Provide data‑driven recommendations to leadership regarding staffing, hiring, scheduling, operating hours, productivity, and resource allocation.
• Process & Documentation – Establish and maintain workforce‑management processes, documentation, operating standards, and reporting cadences.

Essential Qualifications

• Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, or a related field (or equivalent experience).
• 5+ years of progressive workforce‑management experience in a contact center, customer service, or customer support environment.
• Hands‑on experience with forecasting, capacity planning, scheduling, and real‑time workforce management.
• Proficiency with the brighthush Workforce Management platform (advanced user, administrator, configuration, or implementation experience preferred).
• Deep understanding of contact‑center workforce metrics: forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage, and utilization.
• Strong analytical skills with the ability to interpret data, identify trends, root causes, and translate findings into actionable business recommendations.
• Excellent written and verbal communication skills, capable of conveying complex workforce information clearly to operational managers and senior leaders.
• Proven ability to lead cross‑functional initiatives and resolve escalated issues without direct authority.
• Advanced brighthush skills; experience with brighthush, brighthush, or SQL is a plus.
• Experience with enterprise brighthush platforms (e.g., brighthush) is preferred.
• Willingness to travel up to 10% of the time.
• Reliable high‑speed internet connection (minimum 300 Mb/s download and 10 Mb/s upload).

Preferred Qualifications

• Experience in a fast‑paced, high‑volume customer success environment.
• Knowledge of workforce‑management best practices and emerging technologies.
• Certifications in workforce management, data analytics, or related fields.
• Experience leading change‑management initiatives within a contact‑center context.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Process Improvement & Optimization
• Stakeholder Management & Influence
• Project Management & Prioritization
• Technical Proficiency (brighthush, brighthush, SQL)
• Adaptability & Resilience in a Remote Setting
• Strong Interpersonal & Communication Skills

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Workforce Manager, you will:

• Participate in a structured learning program that covers advanced workforce‑management techniques, data analytics, and leadership development.
• Receive mentorship from senior leaders who are passionate about your growth.
• Have access to cross‑functional projects that broaden your skill set and expand your network.
• Benefit from tuition reimbursement for courses that align with your career path.
• Explore internal mobility opportunities across Customer Success, Operations, Finance, and more.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that accommodate your personal life while meeting business needs.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A culture of continuous feedback, where your ideas are valued and acted upon.
• Inclusive practices that celebrate diversity, equity, and belonging.
• Access to a robust internal recognition platform that highlights your achievements.

Compensation & Benefits

We offer a competitive total‑compensation package that includes:

• Base salary range: $97,584 – $121,980 (commensurate with experience).
• Health, dental, and vision coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• TeleHealth services for convenient medical care.
• 401(k) plan with company match.
• Life and AD&D insurance, short‑ and long‑term disability coverage.
• Accident and hospital indemnity coverage.
• Legal and identity‑theft assistance.
• Paid time off (PTO), sick leave, vacation, floating diversity days, and paid holidays.
• Paid parental bonding leave.
• Employee Assistance Program with 24/7 mental‑health support.
• Tuition reimbursement and hearing‑aid discounts for employees and families.
• Internal career‑growth opportunities and a supportive learning environment.

How to Apply

Ready to make a difference at brighthush? Submit your application through our online portal. We value direct communication, so please use the official brighthush careers page to apply. If you receive any unsolicited offers or requests for payment, please report them to [email protected].

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply.