Strategic Chief Customer Experience & Delivery Officer – Leading Scalable Service Excellence, Revenue Growth, and Patient‑Centric Innovation in brighthush’s Digital Health Ecosystem

About brighthush

brighthush is a trailblazer in the digital health arena, redefining post‑acute care through a cloud‑native platform that seamlessly integrates with clinicians’ electronic health records. By embedding friction‑free e‑prescribing workflows, we empower healthcare providers to order life‑saving medical equipment with a single click, ensuring patients receive the right care at home, suppliers streamline their supply chains, and payors gain a data‑rich ecosystem that drives cost efficiency.

Since our inception, we have connected over 300,000 clinicians, partnered with 3,000 supplier locations, and supported more than 15 million patients nationwide. What began as a simple durable medical equipment (DME) e‑prescribing tool has evolved into the industry’s preferred order‑management platform for home medical equipment, delivering measurable improvements in patient outcomes, cost efficiency, and clinician satisfaction.

Our mission is simple yet ambitious: to make the transition from a signed contract to a thriving, ongoing partnership seamless, efficient, and delightfully human. Exceptional customer experience is the cornerstone of sustainable growth, and we are seeking a visionary leader who can own that entire journey and elevate it to a competitive advantage.

Why This Role Matters

In a market where technology can be a double‑edged sword—delivering unprecedented convenience while also creating new friction points—your leadership will be the linchpin that turns a signed contract into a long‑term partnership. By mastering the post‑sale experience, you will directly influence revenue growth, customer retention, and the overall success of our platform. Your impact will ripple across the entire organization, freeing our CEO to focus on product innovation, market expansion, and external strategy.

Role Overview

As the Chief Customer Experience & Delivery Officer, you will be the executive steward of everything that happens after a deal is signed. You will lead the implementation engine, delivery economics, service transformation, and proactive service model that together turn every new customer into a long‑term advocate. Your focus will be on execution, ensuring that every promise made by our commercial teams is delivered on time, on budget, and with the highest quality.

Key Responsibilities

• Implementation Engine: Own end‑to‑end customer implementations across suppliers, health systems, and payors, including surge capacity for upcoming 2026 payor go‑lives. Deliver predictable timelines and uncompromised quality.
• Delivery Economics: Own the economics of delivery—on‑time and on‑budget performance, implementation cost, and the direct link from go‑live velocity to revenue recognition. Treat implementation speed as revenue in our transaction‑based model.
• Service Transformation: Own customer support and service quality end‑to‑end. Build a service operation that becomes a retention weapon, improving clinician retention, strengthening enterprise escalation management, and driving measurable NPS gains.
• Proactive Service Model: Shift service from reactive to proactive. Develop client‑health scoring, early‑warning signals, and playbooks that intercept at‑risk accounts before churn occurs, leveraging lifecycle instrumentation from the Revenue Operations team.
• Client Operations: Run day‑to‑day operational functions that serve live customers, ensuring clean handoffs to account management and customer success teams.
• Program Management: Own company‑level program management for cross‑functional initiatives, ensuring alignment, execution cadence, and measurable outcomes.
• Strategic Partnerships: Translate channel agreements into operational reality, ensuring that partner‑driven revenue streams are fully supported by delivery and service excellence.
• Data & Analytics: Champion the use of data to drive continuous improvement, from implementation metrics to NPS trends, and embed these insights into executive decision‑making.

Executive Partnership & Collaboration

• With the CRO: Deliver implementation and service quality that protects the number of deals won, owning the operational side of retention.
• With the CGO: Operationalize landmark partnerships post‑signature, building the delivery infrastructure that turns channel pull‑through into reality.
• With the CFO & EVP Revenue Operations: Execute on instrumentation built by the finance and ops teams, feeding operational reality back into forecasting and planning.
• With the CEO: Provide real‑time insights on delivery performance, enabling strategic pivots and resource allocation.
• With the Product Team: Translate customer feedback into product enhancements, ensuring that the platform evolves in lockstep with user needs.

Desired Profile & Qualifications

• Execution Discipline: Proven track record of building operating cadences, delivery engines, and service organizations that perform predictably at scale. You are allergic to slipped commitments.
• Strategic Foresight: Ability to anticipate capacity walls, service debt, and integration bottlenecks before they impact the business.
• Lived Scale Experience: Experience operating through the passage of growth in a SaaS, network, or healthcare‑technology business, with deep knowledge of which systems break at which milestones.
• Service & Delivery Depth: Direct ownership of customer delivery, support, or client operations, ideally including a turnaround. Demonstrable metrics such as churn reduction, NPS improvement, on‑time delivery increase, and volume growth.
• Automation‑First Mindset: Proven ability to scale support and delivery volume with flat or sublinear headcount by deploying automation and AI in production, not just pilots.
• Integrator Temperament: High‑EQ orchestrator who enhances specialized executives without absorbing their scope, comfortable owning outcomes through leaders you do not control.
• Builder’s Bias: Builds systems before adding heads, leaving every function more scalable than you found it.
• Leadership Experience: 10+ years in senior operations or customer experience roles, with at least 5 years in a C‑suite or VP capacity.
• Industry Knowledge: Deep understanding of post‑acute care, durable medical equipment, and the regulatory landscape that governs it.

Essential Skills & Competencies

• Strategic Leadership & Vision
• Operational Excellence & Process Design
• Customer Success & Support Management
• Data‑Driven Decision Making
• Change Management & Cross‑Functional Collaboration
• Financial Acumen – Budgeting, Forecasting, and Cost Optimization
• Technology & Automation Implementation
• Stakeholder Management & Executive Communication
• Project & Program Management
• Talent Development & Team Building

Preferred Skills & Experience

• Experience with AI‑driven support platforms (e.g., chatbots, predictive analytics)
• Background in supply chain optimization for medical equipment
• Familiarity with healthcare data standards (HL7, FHIR, ICD‑10)
• Track record of building high‑performance customer experience teams in a remote‑first environment
• Experience leading global delivery operations across multiple time zones
• Knowledge of payor reimbursement models and regulatory compliance (HIPAA, CMS)

Career Growth & Learning Opportunities

At brighthush, your impact will be felt across the entire organization. You will work closely with the CEO, CFO, CRO, CGO, and other senior leaders, gaining exposure to product strategy, market expansion, and financial planning. We invest heavily in professional development, offering:

• Annual learning and development stipend for courses, certifications, and conferences.
• Mentorship programs with industry leaders.
• Opportunities to lead cross‑functional initiatives that shape the future of digital health.
• Clear career pathways to C‑suite roles, including Chief Operating Officer or Chief Executive Officer.
• Access to a global network of thought leaders through brighthush’s industry partnerships.

Work Environment & Culture

brighthush is a remote‑first organization with a dedicated NYC office and reimbursement options for co‑working spaces. Our culture is built on:

• Transparency and open communication.
• Data‑driven decision making.
• Continuous improvement and experimentation.
• Inclusivity and belonging.
• Work‑life balance, with flexible vacation policy and Summer Fridays.
• Collaborative cross‑functional teams that celebrate shared success.
• Commitment to employee well‑being through wellness programs and mental health resources.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: $300,000 – $400,000 (based on experience and level).
• Annual Company‑Wide Bonus: Up to 15% based on company performance.
• Equity Incentive Plan.
• Medical, Dental, and Vision Coverage with low‑to‑no‑cost premiums.
• Employer HSA Contribution.
• 401(k) Retirement Plan.
• Remote‑First Culture with a dedicated NYC office and co‑working space reimbursement.
• Flexible Vacation Policy.
• Summer Fridays: 5 additional Fridays off during the summer.
• Home Office and Wellness Stipend.
• Monthly Internet Stipend.
• Annual Learning and Development Stipend.
• Employee Assistance Program (EAP) and mental health support.

How to Apply

If you are a seasoned executive with a passion for scaling customer delivery, a proven automation‑first mindset, and a desire to make a tangible impact on patient care, we want to hear from you. Please submit your resume, a cover letter detailing your experience with post‑sale customer experience at scale, and any relevant metrics or case studies that demonstrate your impact.

Why Join brighthush?

As the Chief Customer Experience & Delivery Officer, you will be the linchpin that turns signed contracts into thriving, long‑term partnerships. You will shape the future of post‑acute care, ensuring that patients receive the life‑saving equipment they need, when they need it. Your leadership will directly influence revenue growth, customer satisfaction, and the overall success of our platform. Join us and help bring the future of digital health to every home across the country.