Strategic Director of Customer Experience & Service Operations – AI‑Driven Digital Transformation Champion for Global Healthcare Innovation at brighthush

About brighthush

brighthush is a global pioneer in the healthcare arena, redefining how patients, clinicians, and communities access life‑saving diagnostics, medical devices, nutrition solutions, and branded generic medicines. With a footprint in more than 160 countries and a vibrant workforce of over 122,000 professionals, brighthush is on a relentless mission to transform the delivery of healthcare. Our culture is built on curiosity, collaboration, and an unwavering focus on customer outcomes. As we expand our portfolio of transformative products, we invite a visionary leader to elevate the customer experience across our Diabetes Care division.

Why Join brighthush?

• Impactful Work – Shape the interactions of millions of patients and healthcare providers with our products and services.
• Career Growth – Access to global leadership programs, mentorship, and cross‑functional projects that accelerate your professional trajectory.
• Learning & Development – Tuition reimbursement, a student‑debt relief program, and a free online education platform support continuous learning.
• Inclusive Culture – Recognized as a top workplace for diversity, women in leadership, and family‑friendly policies.
• Competitive Compensation – A comprehensive package that includes base salary, performance bonuses, equity, and a robust benefits suite.

Role Overview

As the Strategic Director of Customer Experience & Service Operations for brighthush Diabetes Care, you will lead a high‑performing team that delivers world‑class support across all customer touchpoints. You will be the strategic steward of our customer experience vision, driving AI‑enabled service capabilities, automation, analytics, and self‑service solutions that elevate customer satisfaction, streamline operations, and fuel business growth. This senior leadership role reports directly to the Vice President of Customer Experience and is based in our Alameda, CA headquarters.

Key Responsibilities

• Customer Support Leadership – Oversee all facets of customer support operations, including contact management, complaint handling, training, quality assurance, supplier management, warranty & return logistics, technical support, and launch assistance for every brighthush Diabetes Care product.
• Operational Excellence – Ensure contact center teams consistently deliver a differentiated, exceptional experience in line with brighthush’s Quality System and regulatory standards.
• Vendor & BPO Management – Lead a hybrid organization of in‑house and outsourced partners, driving performance, cost efficiency, and service quality across a multi‑million‑dollar budget.
• Talent Development – Recruit, coach, and empower a diverse team of customer experience professionals, fostering a culture of continuous improvement and high engagement.
• Change Agent – Influence senior leadership on the strategic importance of the service organization, championing initiatives that embed customer experience into every business function.
• Performance Management – Own key metrics such as SLAs, AHT, CSAT, NPS, quality scores, and cost‑to‑serve, using data to drive actionable insights and operational improvements.
• Cross‑Functional Collaboration – Act as the liaison between brighthush Diabetes Care’s home office functions (Marketing, Finance, HR, Legal, Quality, R&D, Field Sales, IT) and senior leadership on service strategy, product launches, digital experience, and special projects.
• Quality System Oversight – Manage the complaint intake process, ensuring integrity of records, adherence to policies, and alignment with regulatory requirements.
• Customer Voice & Continuous Improvement – Partner with Commercial teams to capture, analyze, and act on customer feedback, driving product enhancements and service innovations.
• Travel & Representation – Represent brighthush at industry events, customer visits, and partner meetings, traveling domestically and internationally up to 20% of the time.

Essential Qualifications

• Bachelor’s degree in Life Sciences, Engineering, or a related technical discipline.
• Minimum 10 years of progressive experience in customer service, complaint handling, implementation management, service operations, program or project management, and consulting.
• Proven track record in strategic planning, project execution, and people leadership.
• Demonstrated ability to manage fluctuating demand, forecast resources, and scale operations efficiently.
• Hands‑on experience leading AI‑enabled customer service transformations, including conversational AI, agent‑assist technologies, speech and text analytics, workflow automation, customer intent modeling, and self‑service portals.

Preferred Qualifications

• Post‑graduate education in Business, Healthcare Management, or a related field.
• Deep expertise in contact center forecasting, scheduling, and capacity planning.
• Strong knowledge of omni‑channel operations (voice, text, social, chat, email).
• Significant experience managing high‑volume outsourced contact centers.
• Proficiency with cloud‑based telephony, speech analytics, and Salesforce platforms.
• Experience defining and executing a customer service technology roadmap, encompassing AI platforms, CRM systems, automation solutions, analytics tools, and digital engagement technologies.

Core Competencies & Skills

• Leadership & Influence – Inspire cross‑functional teams, build consensus, and drive change at all levels.
• Strategic Thinking – Translate business objectives into actionable customer experience strategies.
• Data‑Driven Decision Making – Leverage analytics to uncover insights, forecast trends, and optimize performance.
• Customer‑Centric Mindset – Champion the voice of the customer in every decision.
• Operational Excellence – Implement best practices in process design, quality management, and continuous improvement.
• Technology Savvy – Stay ahead of emerging AI, automation, and digital engagement trends.
• Financial Acumen – Manage budgets, cost‑to‑serve metrics, and ROI of service initiatives.
• Communication & Collaboration – Articulate complex concepts to diverse audiences and foster strong stakeholder relationships.

Career Growth & Development

At brighthush, your career path is as dynamic as the healthcare landscape. As Director, you will:

• Lead global customer experience initiatives that shape the future of our Diabetes Care portfolio.
• Collaborate with senior executives on strategic decisions, positioning you for executive leadership roles.
• Participate in brighthush’s Leadership Development Program, gaining exposure to finance, operations, and product strategy.
• Mentor emerging leaders, building a legacy of high‑performance teams.
• Access a global network of experts, conferences, and industry events to broaden your perspective.

Work Environment & Culture

brighthush fosters an environment where innovation thrives and every voice is heard. Our culture is defined by:

• Collaboration – Cross‑functional teams work together to solve complex challenges.
• Diversity & Inclusion – We celebrate differences and create an inclusive workplace where everyone can succeed.
• Flexibility – Hybrid work options and flexible schedules support work‑life balance.
• Recognition – Regular recognition programs celebrate achievements and reinforce our values.
• Well‑being – Comprehensive wellness programs, mental health resources, and family‑friendly policies support overall health.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the impact you will make:

• Base Salary – $197,300.00 – $394,700.00, commensurate with experience.
• Performance Bonus – Annual bonus potential tied to individual and company performance.
• Equity – Stock options or restricted stock units to share in brighthush’s growth.
• Health & Wellness – Comprehensive medical, dental, and vision plans, including a Health Investment Plan (HIP) PPO.
• Retirement Savings – 401(k) plan with generous employer matching.
• Learning & Development – Tuition reimbursement, a student‑debt relief program, and a free online education platform.
• Work‑Life Balance – Paid time off, parental leave, and flexible work arrangements.
• Additional Perks – Employee assistance programs, wellness challenges, and community volunteer opportunities.

How to Apply

If you are ready to lead transformative customer experience initiatives and make a tangible difference in the lives of millions, we want to hear from you. Submit your application through our careers portal or click the link below to explore this exciting opportunity.

Apply Now

brighthush – Equal Opportunity Employer

brighthush is an equal opportunity employer committed to diversity, equity, and inclusion. We celebrate the unique perspectives that each individual brings and strive to create an environment where everyone can thrive.

Join brighthush and help us build a healthier future for patients, clinicians, and communities worldwide.