Strategic Director of Customer Service & Logistics – Driving Operational Excellence, Customer Delight, and Sustainable Supply Chain Innovation at brighthush
About brighthush
brighthush is more than a consumer‑products brand; it is a movement that turns everyday moments into unforgettable experiences. From vibrant home décor to cutting‑edge lifestyle accessories, we create products that resonate with modern, design‑savvy consumers worldwide. Our growth is fueled by relentless innovation, a customer‑centric mindset, and an unwavering commitment to sustainability across every touchpoint. As we expand our global footprint, we need a visionary leader to elevate our customer service and logistics operations, ensuring that every interaction—from the first click to the final delivery—reflects the quality and care that defines brighthush.
Role Overview
As the Strategic Director of Customer Service & Logistics at brighthush, you will be the linchpin that connects our customers, supply chain, and finance teams. Reporting directly to the SVP of Operations, you will architect scalable, data‑driven processes that enhance the customer journey, streamline order fulfillment, and optimize our distribution network. Your strategic insight and execution prowess will empower brighthush to maintain its reputation for speed, accuracy, and sustainability while supporting our ambitious growth plans.
Key Responsibilities
Customer Service & Order Management
- Lead a high‑performing customer service team, ensuring rapid, accurate, and empathetic support throughout the entire order lifecycle.
- Design and implement standardized, scalable processes that elevate case resolution rates, boost order accuracy, and increase overall customer satisfaction scores.
- Champion process automation initiatives—leveraging AI, chatbots, and workflow orchestration—to reduce manual effort and accelerate response times.
- Collaborate with third‑party service providers to align their systems and support tools with brighthush’s evolving business and customer needs.
- Establish rigorous controls and audit frameworks that guarantee precise order fulfillment, seamless returns processing, and accurate invoicing.
- Partner with Finance to streamline the order‑to‑cash cycle, ensuring transparency, efficiency, and compliance.
- Oversee customer onboarding, including EDI setup, item conversion tables, routing guides, and portal compliance, to guarantee a smooth integration experience.
- Develop and maintain a comprehensive knowledge base and training curriculum that empowers frontline agents to resolve issues swiftly and confidently.
- Implement a continuous feedback loop with product, marketing, and engineering teams to translate customer insights into actionable product and service improvements.
Customer Logistics
- Own and continuously improve outbound and reverse logistics, covering order routing, carrier management, delivery tracking, and returns handling.
- Negotiate and manage contracts with parcel, LTL, FTL, 3PL, and other logistics partners, focusing on cost control, performance metrics, and service‑level agreements.
- Develop and execute a logistics strategy that balances speed, cost, and customer experience, ensuring that every shipment meets or exceeds expectations.
- Lead the automation of key logistics workflows, including the ongoing EDI project and ERP implementation initiatives, to enhance visibility and reduce errors.
- Define, monitor, and report on OTIF (On Time In Full) metrics, collaborating cross‑functionally to resolve exceptions and improve service levels for key accounts.
- Drive continuous improvement projects that enhance logistics efficiency, reduce environmental impact, and support our sustainability goals.
- Implement advanced analytics dashboards that provide real‑time insights into carrier performance, shipment status, and cost drivers.
- Coordinate with IT to ensure seamless integration of logistics platforms with the broader enterprise ecosystem.
Distribution Planning & Execution
- Design and lead the Distribution Requirements Planning (DRP) process, ensuring inventory is strategically positioned across the network to meet demand.
- Create and manage inventory placement, replenishment, and order fulfillment plans that align with sales forecasts and customer expectations.
- Optimize distribution center operations, integrating best practices in warehouse layout, labor management, and technology adoption.
- Improve inventory availability, reduce stockouts, and balance service levels with cost‑to‑serve considerations.
- Implement scalable and sustainable warehousing and fulfillment practices that support rapid growth and seasonal spikes.
- Lead the adoption of automation technologies—such as robotics, automated picking systems, and AI‑driven demand forecasting—to increase throughput and accuracy.
- Collaborate with sustainability teams to reduce packaging waste, optimize route planning, and lower carbon emissions across the supply chain.
Network Design & Execution
- Partner with senior leadership to shape the distribution network strategy, including facility locations, capacity planning, and product flow.
- Lead the execution of network changes—such as new distribution center launches, transitions, and footprint expansions—ensuring minimal disruption.
- Utilize data analytics and cross‑functional insights to guide decisions that balance cost, service, and scalability.
- Develop comprehensive roadmaps and business cases for future distribution and fulfillment capabilities that align with brighthush’s growth trajectory.
- Champion the integration of emerging technologies—such as blockchain for traceability, IoT sensors for real‑time inventory visibility, and autonomous vehicles for last‑mile delivery.
- Establish governance structures that monitor network performance, risk, and compliance across all geographies.
Essential Qualifications
- Bachelor’s degree in Supply Chain, Operations, Business, or a related field; an MBA or advanced degree is highly preferred.
- Minimum of 10 years of progressive leadership experience in supply chain operations, encompassing logistics, distribution, and customer service.
- Proven track record of managing and developing direct reports in customer service and logistics functions.
- Deep expertise in Distribution Requirements Planning, logistics management, and distribution network design.
- Demonstrated success in implementing process automation, scalable systems, and operational controls within high‑growth environments.
- Experience managing 3PLs, transportation providers, and other third‑party service partners.
- Strong business judgment, analytical acumen, and a continuous improvement mindset.
- Exceptional leadership, collaboration, communication, and change‑management skills.
- Proficiency in data analytics tools (e.g., Tableau, Power BI) and supply‑chain software (e.g., SAP, Oracle, Manhattan, JDA).
- Commitment to sustainability and experience driving green initiatives within the supply chain.
Preferred Experience
- Background in high‑growth retail, consumer goods, e‑commerce, or B2B distribution settings.
- Hands‑on experience with EDI integrations and logistics systems, including TMS, WMS, and ERP platforms.
- Track record of launching, transitioning, or expanding distribution centers and networks.
- Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies.
- Experience with AI‑driven customer service solutions and predictive analytics for demand forecasting.
- Knowledge of international trade regulations, customs compliance, and cross‑border logistics.
Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Data‑Driven Decision Making & Analytical Rigor
- Process Design & Automation Expertise
- Contract Negotiation & Vendor Management
- Cross‑Functional Collaboration & Stakeholder Management
- Change Management & Organizational Agility
- Customer‑Centric Mindset & Empathy
- Financial Acumen & Cost‑Control Focus
- Technology Adoption & Digital Fluency
- Sustainability & Environmental Stewardship
Career Growth & Learning Opportunities
At brighthush, we believe that your professional development is as important as the work you do. As Strategic Director of Customer Service & Logistics, you will:
- Lead cross‑functional initiatives that expose you to finance, marketing, product development, and technology teams.
- Participate in executive‑level strategy sessions, shaping the future direction of the company.
- Access a robust learning platform that offers courses in advanced supply chain analytics, AI in logistics, and sustainable operations.
- Receive mentorship from senior leaders who have navigated rapid growth and global expansion.
- Earn opportunities to present at industry conferences, positioning you as a thought leader in supply chain excellence.
- Take ownership of high‑impact projects that directly influence company metrics and brand perception.
- Benefit from a clear career ladder that rewards innovation, results, and leadership.
Work Environment & Culture at brighthush
Our culture is built on three pillars: Innovation, Collaboration, and Impact. We foster an inclusive environment where diverse perspectives are celebrated, and every team member is empowered to challenge the status quo. You’ll find a workplace that values work‑life balance, offers flexible remote options, and encourages continuous learning. At brighthush, your ideas will shape the customer experience and the way we move products around the world.
Compensation & Benefits
While the exact compensation package will be tailored to your experience, qualifications, and the value you bring, brighthush offers a competitive total rewards package that typically includes:
- Base salary commensurate with market standards for senior supply chain leaders.
- Performance‑based bonus structure tied to key metrics such as OTIF, customer satisfaction, and cost savings.
- Equity or stock‑option program to align your success with the company’s long‑term growth.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings plan with company match.
- Generous paid time off, parental leave, and flexible work arrangements.
- Professional development budget and tuition reimbursement.
- Wellness programs, gym memberships, and mental health resources.
- Employee recognition programs and community service opportunities.
Why Join brighthush?
When you step into the Strategic Director of Customer Service & Logistics role, you’re not just filling a position—you’re becoming a catalyst for change in a company that is redefining how consumers experience everyday products. You’ll have the autonomy to design systems that scale, the resources to implement cutting‑edge technology, and the support of a leadership team that values your vision. If you thrive in fast‑paced, high‑impact environments and are ready to lead brighthush to the next level of operational excellence, we want to hear from you.
How to Apply
Ready to make a difference? Submit your resume and a cover letter that highlights your most impactful achievements in customer service, logistics, and distribution planning. Tell us how you would elevate brighthush’s operations and create unforgettable customer experiences.