Strategic Workforce Manager – Customer Service Operations & Talent Optimization

About brighthush

brighthush is a trailblazing leader in the luxury off‑price retail sector, redefining how high‑end fashion is experienced across North America. With a portfolio that spans more than 100 flagship stores in the United States and Canada, as well as a robust e‑commerce platform, brighthush delivers iconic brands at exceptional value. Our mission is simple yet powerful: to connect discerning shoppers with the best names in fashion through a seamless blend of in‑store experience and digital convenience. At brighthush, we believe that innovation, customer obsession, and a culture of empowerment are the cornerstones of sustainable growth.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re stepping into a dynamic ecosystem that rewards creativity, embraces diversity, and offers unparalleled career progression. Our people are our greatest asset, and we invest heavily in their professional development, well‑being, and long‑term success.

• Empowered, Innovative Team Culture – You’ll collaborate with forward‑thinking colleagues who thrive on experimentation and customer‑centric solutions.
• Cross‑Functional Growth Opportunities – From corporate strategy to retail operations, photo studios, and distribution centers, brighthush offers a breadth of pathways to elevate your career.
• Flexible Work Environment – We recognize the importance of work‑life balance and provide flexible scheduling and remote options where possible.
• Comprehensive Benefits Package – Full‑time employees receive medical, dental, vision, and other essential health benefits.
• Exclusive Employee Perks – Enjoy a generous employee discount, wellness programs, and access to special events.

Position Overview

The Workforce Manager – Customer Service is a pivotal role that drives operational excellence across brighthush’s customer service ecosystem. You will lead a high‑performing team of customer service professionals, ensuring that every interaction reflects brighthush’s brand promise of quality, speed, and personalized service. Your strategic insights will shape workforce planning, talent acquisition, training, and performance management, directly influencing customer satisfaction scores and operational KPIs.

Key Responsibilities

• Develop and execute workforce strategies that align with brighthush’s business objectives, ensuring optimal staffing levels across all customer service channels (in‑store, call center, live chat, and social media).
• Collaborate with cross‑functional leaders (Retail Operations, E‑Commerce, HR, and IT) to forecast demand, analyze trends, and implement scalable solutions.
• Lead the recruitment, onboarding, and continuous development of customer service talent, fostering a culture of high performance and continuous improvement.
• Design and deliver training programs that enhance product knowledge, communication skills, and brand values, ensuring every team member can deliver an exceptional customer experience.
• Implement performance metrics and dashboards to monitor team productivity, quality, and customer satisfaction, using data to drive coaching and improvement initiatives.
• Champion a culture of inclusion, respect, and psychological safety, ensuring all associates feel valued and empowered to contribute ideas.
• Oversee shift scheduling, overtime management, and labor cost optimization while maintaining compliance with labor regulations and company policies.
• Partner with IT to evaluate and implement workforce management tools, CRM systems, and analytics platforms that enhance operational efficiency.
• Act as a change agent during major initiatives (e.g., new product launches, seasonal peaks, or digital transformation projects), ensuring workforce readiness and minimal disruption.
• Provide regular reports and insights to senior leadership, translating workforce data into actionable business recommendations.

Essential Qualifications

• Bachelor’s degree in Business Administration, Human Resources, Operations Management, or a related field.
• Minimum of 5 years of progressive experience in workforce management, preferably within retail or customer service environments.
• Proven track record of leading high‑performing teams, managing large-scale scheduling, and driving operational KPIs.
• Strong analytical skills with proficiency in data analysis tools (Excel, Power BI, Tableau, or similar).
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Experience with workforce management software (e.g., Kronos, SAP SuccessFactors, or equivalent).
• Deep understanding of labor laws, compliance, and best practices in workforce planning.
• Demonstrated ability to develop and deliver engaging training programs.
• High emotional intelligence and a passion for fostering an inclusive, customer‑centric culture.

Preferred Qualifications

• Master’s degree or MBA in a relevant discipline.
• Experience in luxury retail or high‑volume e‑commerce environments.
• Knowledge of AI‑driven customer service solutions and chat‑bot integration.
• Multilingual capabilities, especially in Spanish, French, or Mandarin.
• Certified HR or workforce management professional (e.g., SHRM‑CP, HRCI, or similar).

Core Skills & Competencies

• Strategic Thinking – Ability to translate business goals into actionable workforce plans.
• Data‑Driven Decision Making – Proficiency in interpreting complex data sets to inform staffing and performance strategies.
• Leadership & Coaching – Skilled at motivating teams, providing constructive feedback, and cultivating talent.
• Change Management – Experienced in guiding teams through transitions with minimal disruption.
• Customer Obsession – Deep commitment to delivering world‑class service that reflects brighthush’s brand promise.
• Collaboration & Influence – Adept at building relationships across functional areas and influencing decision makers.
• Adaptability – Comfortable navigating fast‑paced environments and shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As a Workforce Manager, you will have access to a range of development programs, including:

• Leadership Academy – Structured learning paths that prepare you for senior management roles.
• Cross‑Functional Rotations – Opportunities to work in retail, e‑commerce, and distribution to broaden your skill set.
• Mentorship Programs – Pairing with senior leaders to gain insights and guidance.
• Continuous Learning – Access to online courses, certifications, and industry conferences.
• Innovation Labs – Participation in projects that shape the future of customer experience.

Work Environment & Culture

brighthush’s culture is built on the pillars of inclusivity, creativity, and customer focus. We celebrate diversity and encourage every team member to bring their authentic self to work. Our environment is collaborative, fast‑moving, and rewards initiative. Whether you’re working in a bustling store, a dynamic call center, or a quiet office, you’ll find a supportive network that values your contributions.

Compensation, Perks & Benefits

While specific compensation details are tailored to experience and qualifications, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision coverage for employees and their families.
• 401(k) retirement plan with company match.
• Generous paid time off and holiday schedule.
• Employee discount program – access to brighthush’s full range of products at a significant discount.
• Wellness initiatives, including gym memberships, mental health resources, and wellness stipends.
• Flexible work arrangements where feasible.

How to Apply

Ready to elevate your career and make a tangible impact at brighthush? Submit your application through our careers portal. We’re excited to learn how your expertise and passion align with our mission to deliver exceptional customer experiences.

Our Commitment to Inclusion

brighthush is an equal‑opportunity employer. We celebrate differences and are committed to creating an inclusive environment free from harassment, discrimination, and bullying. All associates are expected to uphold these values, fostering a workplace where everyone can thrive.

Thank You for Your Interest

Thank you for considering a career with brighthush. We look forward to reviewing your application and exploring how you can contribute to our continued success.