Visionary Senior Customer Experience & Salesforce Platform Owner – Product Owner & Business Systems Analyst Driving AI‑Powered CX, Digital Transformation, and Enterprise Platform Strategy at brighthush

About brighthush

brighthush is more than a telecommunications provider; it is a catalyst for the next wave of digital connectivity. With a nationwide fiber network that powers millions of homes and businesses, brighthush delivers blazing‑fast, reliable internet that fuels remote work, smart cities, and the future of the Internet of Things. Our mission is to transform how people experience connectivity by marrying cutting‑edge technology with a concierge‑style customer focus. At brighthush, we thrive on collaboration, continuous improvement, and a relentless pursuit of excellence.

Why brighthush is the Place for Visionary Leaders

In a world where technology evolves at breakneck speed, brighthush offers a platform where your ideas can shape the future of communications. We invest heavily in our people: robust learning pathways, mentorship programs, and the chance to lead cross‑functional initiatives that directly impact millions of customers. If you are passionate about solving complex problems, driving data‑driven decisions, and building world‑class customer experiences, brighthush invites you to join our journey.

Role Overview

The Senior Customer Experience & Salesforce Platform Owner – Product Owner & Business Systems Analyst is a pivotal leadership role that blends product ownership, business analysis, and platform stewardship. You will be the single point of accountability for the health, evolution, and strategic alignment of the Salesforce ecosystem (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ, and related integrations) that powers brighthush’s fiber network sales, service delivery, and customer care operations.

In this capacity, you will partner with executive stakeholders, cross‑functional teams, and external vendors to translate business objectives into actionable technology solutions. Your influence will shape the customer journey, streamline internal processes, and elevate the overall customer experience to new heights.

Key Responsibilities

Product Ownership & Roadmap Leadership

• Own the Salesforce product backlog: Prioritize features, enhancements, and bug fixes based on strategic impact, ROI, and customer value.
• Define the roadmap: Translate long‑term vision into a clear, actionable plan that aligns with corporate strategy.
• Manage the release calendar: Coordinate sprint planning, release windows, and stakeholder communication to ensure smooth deployments.
• Champion continuous improvement: Regularly review performance metrics and user feedback to refine the product strategy.

Vision & Design

• Translate high‑level business concepts: Create epics, user stories, and acceptance criteria that guide development.
• Collaborate with UX designers: Build intuitive, customer‑centric interfaces that reduce friction and increase adoption.
• Champion design thinking: Encourage rapid prototyping and iterative testing to validate concepts early.
• Ensure accessibility and compliance: Embed best practices for accessibility, data privacy, and regulatory adherence into design.

Stakeholder Collaboration

• Facilitate workshops, discovery sessions, and design reviews with business leaders, field teams, and technical partners.
• Capture requirements, validate solutions, and manage expectations across all levels of the organization.
• Act as the bridge between technical teams and business stakeholders, ensuring clear, consistent communication.
• Build strong relationships with executive sponsors to secure buy‑in and resources.

Process & Journey Mapping

• Diagram end‑to‑end customer journeys and internal workflows across lead‑to‑order, service delivery, and field service.
• Identify friction points and propose automation or AI‑enabled enhancements.
• Document best practices and standard operating procedures to drive consistency.
• Leverage journey maps to uncover new revenue opportunities and cost‑saving initiatives.

Integration & System Alignment

• Design and oversee integrations between Salesforce, billing, dispatch/field service, workforce management, and other enterprise systems.
• Eliminate manual workarounds and improve data integrity across platforms.
• Ensure compliance with data governance and security standards.
• Collaborate with IT and data teams to maintain a unified data architecture.

Quality Assurance & UAT

• Define test plans, coordinate UAT/SIT activities, and ensure releases meet the “definition of done.”
• Work with QA teams to identify defects, track resolution, and validate fixes.
• Champion a culture of quality and continuous improvement.
• Document lessons learned and update knowledge bases for future releases.

Governance & Documentation

• Maintain functional documentation, configuration standards, and platform governance policies.
• Serve as the steward of Salesforce processes and workflows.
• Ensure all changes are properly documented and auditable.
• Lead governance reviews to keep the platform aligned with industry best practices.

Performance Monitoring

• Track project progress, platform health metrics, and CX KPIs (CSAT, NPS, FCR, time‑to‑resolution).
• Publish regular status reports and recommend corrective actions.
• Use data to drive decisions and demonstrate business impact.
• Provide insights to executive leadership on platform ROI and future investment needs.

Continuous Improvement

• Build and maintain a prioritized backlog of friction‑reduction, automation, and AI opportunities.
• Champion a culture of experimentation and data‑driven decision making.
• Lead initiatives that reduce cycle times, lower costs, and improve customer satisfaction.
• Track and report on the success of improvement projects.

Cross‑Functional Leadership

• Partner with operations, finance, marketing, and IT to streamline processes and support enterprise initiatives.
• Facilitate cross‑departmental alignment and foster a collaborative environment.
• Drive enterprise‑wide adoption of best practices and standards.
• Mentor junior team members and share knowledge across teams.

Vendor & Partner Management

• Coordinate with Salesforce implementation partners, AppExchange vendors, and third‑party service providers.
• Ensure high‑quality solutions are delivered on time and within budget.
• Negotiate contracts, manage SLAs, and monitor vendor performance.
• Evaluate new vendor solutions for potential integration into the platform.

Additional Duties

• Perform any additional responsibilities as assigned by senior leadership to support brighthush’s strategic goals.

Essential Qualifications

• Bachelor’s degree in Business, Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations or customer experience functions.
• Hands‑on expertise administering and configuring Salesforce (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ).
• Proven track record in reporting, analytics, and measuring CX metrics (CSAT, NPS, FCR) and conducting ROI analyses.
• Strong knowledge of quality management techniques and process improvement methodologies (Six Sigma, Lean).
• Experience designing journey maps, customer experience diagrams, and process flows.
• Demonstrated ability to design and implement software‑enabled solutions that improve customer or employee workflows.
• Deep understanding of the dynamic role of customer experience in a telecommunications context.
• Familiarity with cable and telecommunications products and services.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Alignment with brighthush’s core values and a passion for delivering concierge‑style service.

Preferred Qualifications

• Salesforce certifications (e.g., Platform Administrator, Advanced Administrator, CPQ Specialist, Service Cloud Consultant).
• Experience leading cross‑functional transformation programs and change management initiatives.
• Background in AI/ML integration for customer service or field service automation.
• Knowledge of data privacy regulations (GDPR, CCPA) and data governance best practices.
• Experience with agile frameworks (Scrum, Kanban) and product management tools (Jira, Confluence).
• Prior exposure to the fiber‑optic or broadband industry’s regulatory and compliance landscape.

Skills & Competencies

• Strategic Thinking: Ability to align technology initiatives with business strategy and customer needs.
• Analytical Acumen: Strong data analysis skills to derive insights from complex datasets and drive evidence‑based decisions.
• Communication: Excellent written and verbal communication skills; adept at translating technical concepts for non‑technical stakeholders.
• Leadership & Influence: Proven ability to lead cross‑functional teams, influence decision makers, and champion change.
• Project Management: Skilled in managing multiple concurrent projects, prioritizing tasks, and meeting deadlines.
• Customer‑Centric Mindset: Passion for understanding customer pain points and designing solutions that delight.
• Adaptability: Comfortable working in a dynamic, fast‑paced environment with evolving priorities.
• Technical Proficiency: Deep knowledge of Salesforce architecture, integration patterns, and best practices.
• Collaboration: Ability to build strong relationships across functional teams and external partners.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by the impact you create. As a senior leader in the CX domain, you will:

• Lead enterprise‑wide transformation initiatives that span sales, service, and operations.
• Mentor junior analysts and product owners, fostering a culture of continuous learning.
• Participate in executive‑level strategy sessions and influence the direction of the organization.
• Access internal and external training programs, including Salesforce certifications, Six Sigma, and AI/ML workshops.
• Opportunity to transition into broader roles such as Director of Customer Experience, Head of Product, or Chief Experience Officer.
• Engage in cross‑industry projects that broaden your skill set and professional network.
• Receive regular performance reviews that highlight growth areas and reward achievements.

Work Environment & Culture

brighthush is committed to creating an inclusive, collaborative, and high‑energy workplace. Our culture is defined by:

• Innovation: Encouraging experimentation, rapid prototyping, and data‑driven decision making.
• Collaboration: Cross‑functional teams that break down silos and work together toward shared goals.
• Employee Well‑Being: Comprehensive wellness programs, flexible work arrangements, and a supportive HR ecosystem.
• Recognition: Regular shout‑outs, performance bonuses, and career advancement opportunities.
• Community Impact: Initiatives that give back to local communities and promote digital inclusion.
• Learning Culture: Continuous learning opportunities, hackathons, and knowledge sharing sessions.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates and experience.
• Performance‑based bonuses tied to individual, team, and company objectives.
• Equity or stock‑option plans to share in the company’s growth.
• Health, dental, and vision insurance plans.
• Retirement savings plan with employer matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Wellness stipend, on‑site fitness facilities, and mental health resources.

How to Apply

Ready to shape the future of customer experience at brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how your expertise can drive innovation, elevate our platform, and delight our customers.