Strategic Director of Customer Experience Operations – Building Seamless Implementation, Support, Success, and Enablement Ecosystems at brighthush

About brighthush

brighthush is a forward‑thinking technology powerhouse that is redefining the way businesses interact with their customers. With a portfolio that spans cutting‑edge customer success platforms, AI‑driven analytics, and industry‑specific solutions, brighthush empowers organizations to deliver world‑class experiences at scale. Our culture is built on curiosity, collaboration, and a relentless focus on measurable impact. We are a fully remote, high‑growth company that values diversity, inclusion, and the personal growth of every team member.

Why This Role Matters

In any growing company, the handoff between teams can become a silent source of friction. When a customer moves from Implementation to Support, and then to Success, vital context can slip through the cracks. The result? Frustrated users, lost revenue, and a tarnished brand. As the Director of Customer Experience Operations, you will be the architect who stitches these silos together into a single, coherent Customer Experience Group. You’ll design the metrics that everyone trusts, create playbooks that turn best practices into repeatable processes, and build systems that keep data clean and actionable.

Key Responsibilities

• Operational Backbone Design: Build and refine the operational framework that connects Implementation, Support, Success, and Enablement.
• Data & Analytics Leadership: Establish and own the KPIs that drive decision‑making across the customer journey.
• Process Engineering: Develop playbooks, SOPs, and automation workflows that eliminate friction and improve handoff quality.
• Cross‑Functional Collaboration: Partner with product, engineering, sales, and marketing to align on customer experience goals.
• Continuous Improvement: Lead retrospectives, root‑cause analyses, and improvement initiatives to keep the organization agile.
• Stakeholder Communication: Present findings, recommendations, and progress to the Chief Customer Officer and executive leadership.
• Talent Development: Mentor and coach team members across the customer experience spectrum, fostering a culture of accountability and learning.

Essential Qualifications

• 10+ years of experience in customer experience, operations, or program management roles.
• Proven track record of designing and scaling operational frameworks in a SaaS environment.
• Strong analytical mindset with proficiency in data visualization tools (Tableau, Looker, Power BI).
• Experience with CRM and customer success platforms (e.g., Gainsight, Totango, ChurnZero).
• Exceptional communication skills—able to translate complex data into clear, actionable insights.
• Demonstrated ability to influence cross‑functional teams without direct authority.
• Comfortable working in a fully remote, distributed team environment.

Preferred Qualifications

• Background in the legal tech or professional services industry.
• Experience with AI‑driven customer analytics or predictive modeling.
• Knowledge of agile and lean methodologies.
• Certified Six Sigma Green Belt or similar process improvement certification.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Process Excellence: Mastery of workflow design, automation, and continuous improvement.
• Data Literacy: Comfortable turning raw data into stories that drive action.
• Leadership & Influence: Inspires teams across functions to adopt new standards.
• Adaptability: Thrives in a fast‑moving, high‑growth environment.
• Customer‑Centric Mindset: Deep empathy for end‑users and a passion for delighting them.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as rapidly as the market. In this role, you will:

• Lead high‑impact initiatives that shape the future of customer experience at a global scale.
• Collaborate with senior leaders, gaining exposure to strategy, product, and finance.
• Participate in executive‑level workshops and industry conferences.
• Access a curated learning library, including courses on AI, data science, and leadership.
• Earn a spot on the brighthush Innovation Council, where you can propose and pilot new ideas.

Work Environment & Culture

brighthush is a fully remote company that values flexibility, transparency, and a results‑oriented mindset. Our culture is defined by:

• Accountability: We own our decisions and celebrate transparent communication.
• Continuous Learning: We invest in personal and professional development.
• Team Collaboration: Cross‑functional projects are the norm, not the exception.
• Innovation: We encourage experimentation and reward bold ideas.
• Diversity & Inclusion: Every voice is heard and valued.

Compensation & Benefits

While the exact salary range will be discussed during the interview process, you can expect a competitive package that reflects your experience and the impact you will create. In addition to base salary, brighthush offers:

• Comprehensive health, dental, and vision insurance.
• Short‑ and long‑term disability coverage.
• Supplemental insurance options (e.g., life, critical illness).
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Paid parental leave and family support programs.
• Employee Assistance Program (EAP) for mental health and well‑being.
• Annual professional development stipend.
• Equity or stock‑option opportunities for senior leaders.

How to Apply

If you are a visionary leader who thrives on turning chaos into order and building systems that scale, we want to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Experience Operations team.

Join brighthush Today

At brighthush, you’ll be part of a mission to transform how businesses connect with their customers. You’ll work alongside passionate professionals who are eager to innovate, collaborate, and deliver measurable results. This is more than a job—it’s a chance to shape the future of customer experience at a company that values your growth, your ideas, and your impact.

Ready to build the next generation of customer experience operations? Apply now and let’s create something extraordinary together.