Strategic Associate Director of Real‑Time Workforce Management & Enablement – Championing Customer Care Excellence Across 25+ Multi‑Channel Operations at brighthush

About brighthush

brighthush is more than a brand; it is a global movement that blends cutting‑edge technology with an unwavering passion for animals and the people who care for them. From the moment a customer lands on our website to the final delivery of a product or service, we orchestrate a seamless, delightful experience that delights both customers and employees alike. Our culture is built on curiosity, collaboration, and continuous improvement, encouraging every team member to innovate, learn, and grow. As we expand across markets, we are seeking visionary leaders who can scale our customer care operations while preserving the highest standards of service and employee satisfaction.

Why Join brighthush?

At brighthush, exceptional customer care is the cornerstone of a thriving business. Our mission is to create a world where every pet owner feels supported, every employee feels empowered, and every interaction reflects our commitment to quality and compassion. We invest heavily in technology, data, and people to deliver real‑time, omnichannel support that meets the evolving needs of our customers. If you’re passionate about leveraging data, driving operational excellence, and building high‑performing teams, brighthush offers a platform where your impact will be felt across the globe.

Role Overview

The Associate Director of Real‑Time Workforce Management & Enablement is a pivotal member of brighthush’s leadership team. This role is responsible for orchestrating the tactical workforce management and enablement functions that support a complex, multi‑channel customer care ecosystem. You will translate demand, staffing, and operational signals into timely actions across more than 25 customer‑facing channels, ensuring a world‑class experience for both our customers and team members.

Key Responsibilities

• Real‑Time Strategy & Execution – Lead the real‑time management function for a dynamic 24/7 multi‑channel customer care operation. Establish operating standards, decision rights, escalation paths, and performance expectations for a team of analysts, supervisors, managers, and senior leaders.
• Demand Translation – Convert demand, staffing, forecast, and operational signals into intraday actions that balance service level, ASA, occupancy, adherence, productivity, cost, and team member experience.
• Tactical Leadership During Peak Events – Direct execution during peak periods, promotional events, severe weather, system disruptions, staffing shortfalls, and other business‑continuity events.
• Continuous Improvement Loop – Establish a closed‑loop process that turns real‑time observations and plan‑versus‑actual performance into actionable improvements in forecasting, scheduling, routing, staffing, and operating playbooks.
• Cross‑Functional Partnerships – Collaborate with Forecasting & Scheduling, Operations, Technology, Routing, Data & BI, HR, Finance, and other stakeholders to enhance capacity alignment, forecast transparency, schedule effectiveness, flexible scheduling, and intraday execution.
• Workforce Enablement & Profile Management – Oversee agent profiles, skills, routing configuration, workforce records, audits, and change governance. Ensure accurate, controlled, and operationally effective skill and routing changes.
• Data, Automation & Decision Support – Modernize manual and spreadsheet‑based real‑time processes through centralized data, automation, reporting, and decision‑support capabilities. Develop dashboards that provide real‑time leaders and executives with a clear view of network health, emerging risks, and required actions.
• Leadership & Team Development – Build and develop a high‑performing team of real‑time leaders and analysts. Foster independence, timely decision‑making, and resilience in the face of ambiguity and rapid change.
• Organizational Health & Visibility – Maintain a visible leadership presence in the operation, ensuring communication commitments are met with clear ownership and follow‑through.
• Transformation & Process Improvement – Represent real‑time management in cross‑functional transformation initiatives, platform migrations, process improvements, and organizational design.

Essential Qualifications

• Bachelor’s degree in mathematics, statistics, operations research, industrial engineering, computer science, economics, or a related field (Master’s or MBA preferred).
• 8+ years of experience in workforce management, real‑time management, command center operations, or large‑scale multi‑channel contact center operations.
• At least 4 years of experience leading people leaders and distributed operational teams.
• Proven track record managing performance across multiple channels, lines of business, sites, and staffing models.
• Deep understanding of service level, ASA, occupancy, adherence, productivity, staffing, routing, capacity management, and labor‑cost tradeoffs.
• Experience establishing operating models, decision rights, escalation frameworks, SOPs, and contingency playbooks.
• Background in high‑volume retail, e‑commerce, healthcare, or similarly complex customer‑service environments.
• Experience leading 24/7 operations across voice, chat, email, and other digital channels.
• Hands‑on experience with workforce automation, predictive analytics, AI‑enabled decision support, or data‑platform modernization.
• Experience leading automation, reporting modernization, technology implementation, or process transformation.
• Strong analytical and data‑literacy skills, including proficiency with AI models, SQL, Excel, business intelligence tools, or comparable reporting platforms.
• Experience with enterprise WFM and contact‑center platforms such as brighthush.
• Exceptional communication skills—able to articulate complex concepts to frontline team members, operational leaders, executives, and technical partners.
• Demonstrated judgment, urgency, organization, and follow‑through in a highly dynamic environment.

Preferred Qualifications

• Experience leading Lean, Six Sigma, Kaizen, or comparable continuous‑improvement initiatives.
• Familiarity with advanced AI and machine‑learning models for workforce optimization.
• Experience in a global, multi‑region operation with diverse regulatory and cultural considerations.

Skills & Competencies

• Strategic thinking with a data‑driven mindset.
• Exceptional problem‑solving and decision‑making under pressure.
• Strong stakeholder management and influence across all levels.
• Leadership that inspires, mentors, and develops talent.
• Adaptability to rapidly changing business conditions.
• Commitment to diversity, equity, and inclusion.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Associate Director, you will have access to executive mentorship, leadership development programs, and cross‑functional projects that broaden your skill set. You’ll be positioned to move into senior leadership roles such as Director of Workforce Management, Vice President of Customer Experience, or Chief Operating Officer, depending on your career aspirations. Continuous learning is embedded in our culture—whether through formal training, certifications, or on‑the‑job experiences.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a relentless focus on customer delight. We celebrate wins, learn from failures, and encourage bold ideas. Our teams work in a hybrid environment that balances remote flexibility with in‑office collaboration. We host regular town halls, hackathons, and wellness events to foster community and innovation. Employees enjoy a supportive environment where they can bring their whole selves to work, contribute to meaningful projects, and grow professionally.

Compensation & Benefits

The base salary range for this role is $137,500 – $221,500, commensurate with experience, education, and location. In addition to a competitive base, you will be eligible for:

• 401(k) retirement plan with company match.
• New hire and annual equity grants.
• Annual performance bonus (for C08+ positions).
• Unlimited paid time off (subject to manager approval).
• Six paid holidays per year.
• Paid sick and family leave in compliance with applicable regulations.
• Comprehensive health, vision, dental, life, disability, hospital indemnity, and critical illness insurance.
• Telemedicine services and pet adoption reimbursement.
• Employee assistance program and backup dependent care.
• Flexible spending accounts and discounts, including 10% off pet insurance and 20% off at brighthush.com.

How to Apply

If you’re ready to lead a high‑impact, data‑driven workforce management function and help shape the future of customer care at brighthush, we’d love to hear from you. Submit your application through our careers portal or click the link below to apply directly.

Apply to this role at brighthush

Closing

Join brighthush and be part of a mission‑driven organization that values innovation, collaboration, and the well‑being of both our customers and our people. As Associate Director of Real‑Time Workforce Management & Enablement, you’ll play a critical role in ensuring that our customer care teams are agile, efficient, and empowered to deliver exceptional service. If you thrive in a fast‑paced, data‑rich environment and are passionate about driving operational excellence, we encourage you to apply today.

brighthush is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, genetic testing results, veteran status, or any other legally protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law and need an accommodation during the application process or to perform job requirements, please contact [email protected]. For more information on our privacy policy, visit .