Vice President of Client Experience & Service Excellence – Remote Leadership Role in the Mortgage & Financial Services Industry

About brighthush

brighthush is a trailblazing financial services firm that has been shaping the mortgage landscape for over 25 years. With a portfolio that spans from $100,000 to $100 million in financing, we empower a diverse spectrum of clients—individual homeowners, small businesses, and large enterprises—to achieve their financial goals with confidence and clarity. Our core values of reliability, transparency, and long‑term partnership guide every interaction, ensuring that each client receives a customized, solution‑driven experience.

At brighthush, we believe that innovation is the engine of growth. Our culture encourages curiosity, continuous learning, and a relentless pursuit of excellence. Whether you’re a seasoned industry veteran or an ambitious professional looking to accelerate your career, brighthush offers a dynamic environment where your ideas can thrive and your impact can be felt across the organization.

Role Overview

The Vice President of Client Experience & Service Excellence is a senior, full‑time, remote leadership position responsible for orchestrating the entire client journey. This role is pivotal in maintaining high satisfaction levels across all service touchpoints, driving operational efficiency, and fostering a culture of service excellence that aligns with brighthush’s strategic objectives.

Key Responsibilities

• Strategic Leadership: Define and execute a comprehensive client experience strategy that supports business growth, enhances retention, and drives cross‑sell opportunities.
• Team Management & Development: Lead, mentor, and inspire a high‑performing client service team. Implement coaching, performance management, and professional development programs to cultivate a culture of continuous improvement.
• Process Optimization: Design, implement, and refine end‑to‑end service processes. Leverage data analytics to identify bottlenecks, streamline workflows, and elevate service quality.
• Stakeholder Collaboration: Partner closely with Sales, Operations, Compliance, and Product teams to ensure seamless client interactions and alignment with regulatory requirements.
• Performance Monitoring: Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), First‑Contact Resolution (FCR), and average handling time. Translate insights into actionable improvement plans.
• Escalation Management: Own the resolution of high‑impact client escalations, ensuring timely and satisfactory outcomes while extracting lessons for systemic improvement.
• Innovation & Change Management: Champion the adoption of new technologies, digital tools, and best practices that enhance the client experience and operational efficiency.
• Regulatory & Compliance Oversight: Ensure all client service activities adhere to industry regulations and internal policies, maintaining the highest standards of ethical conduct.
• Reporting & Communication: Deliver regular executive updates on service performance, strategic initiatives, and improvement outcomes to senior leadership.

Essential Qualifications

• Minimum 10 years of progressive experience in client service or account management within the mortgage, lending, or broader financial services sector.
• Proven track record of leading and scaling high‑performing service teams in a remote or hybrid environment.
• Strong strategic planning skills, with demonstrated success in aligning service initiatives with business growth objectives.
• Exceptional communication, negotiation, and conflict‑resolution abilities, coupled with a client‑centric mindset.
• Advanced proficiency in CRM platforms, data analytics tools, and digital collaboration solutions.
• Bachelor’s degree in Business, Finance, Management, or a related discipline; an advanced degree (MBA, MS) or relevant certifications (e.g., Certified Customer Experience Professional) is highly desirable.

Preferred Qualifications

• Experience managing complex, high‑value client relationships and navigating regulatory frameworks specific to mortgage and financial services.
• Demonstrated success in driving cross‑sell and upsell initiatives that contribute to revenue growth.
• Background in change management, process reengineering, or technology implementation projects.
• Fluency in multiple languages or experience serving a multicultural client base.

Skills & Competencies

• Strategic Vision & Execution
• Leadership & Team Development
• Client Relationship Management
• Data‑Driven Decision Making
• Process Improvement & Lean Methodologies
• Regulatory Compliance & Risk Management
• Digital Fluency (CRM, Analytics, Collaboration Tools)
• Excellent Written & Verbal Communication
• Adaptability & Resilience in a Remote Setting

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Executive coaching and leadership development programs tailored to senior leaders.
• Cross‑functional project assignments that broaden your industry knowledge and strategic impact.
• Regular knowledge‑sharing sessions with subject‑matter experts across Finance, Compliance, and Product teams.
• Opportunities to present at industry conferences and internal forums, enhancing your personal brand and thought leadership.

As you grow, you may transition into roles such as Chief Customer Officer, Head of Global Client Services, or other executive positions that shape the future of client experience at brighthush.

Work Environment & Culture

brighthush thrives on a culture that values:

• Innovation: Encouraging experimentation and the adoption of cutting‑edge technologies.
• Collaboration: Fostering cross‑departmental teamwork, even in a remote setting.
• Transparency: Open communication channels and data‑driven decision making.
• Work‑Life Balance: Flexible schedules, remote work, and wellness initiatives.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with senior leadership roles in the financial services industry.
• Performance‑based bonuses linked to service excellence metrics and business outcomes.
• Equity or stock‑option plans that align your success with the company’s long‑term growth.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.

Why brighthush?

Choosing brighthush means joining a forward‑thinking organization that places client success at the heart of everything we do. You will:

• Lead a mission‑driven team that directly impacts the financial well‑being of thousands of clients.
• Shape the future of client experience in a rapidly evolving industry.
• Work in a flexible, remote environment that respects your personal commitments.
• Benefit from a culture that rewards innovation, accountability, and continuous learning.

Ready to Make an Impact?

If you are a visionary leader with a passion for elevating client service, a strategic mindset, and a proven ability to drive results in the mortgage and financial services arena, we invite you to apply. Join brighthush and help us redefine what it means to deliver exceptional, client‑centric financial solutions.

To submit your application, please visit our careers portal and complete the online application form. We look forward to exploring how your expertise can help us continue to set the standard for excellence in client experience.