Visionary Strategic Director of Customer Support & Call Center Operations – Championing Patient‑Centric Excellence, Data‑Driven Innovation, and Operational Leadership in Healthcare Service Delivery at brighthush

About brighthush

brighthush stands at the forefront of the evolving healthcare ecosystem, redefining how patients, providers, and partners connect to achieve optimal health outcomes. Our mission is simple yet powerful: to make quality care more accessible, affordable, and patient‑centric by simplifying medication access and delivering personalized care at every touchpoint. We harness data‑driven insights, cutting‑edge technology, and a culture of relentless improvement to transform the patient experience. At brighthush, we believe that every interaction—whether a phone call, a chat, or a digital touch—should reflect compassion, clarity, and care.

Position Overview

As the Strategic Director of Customer Support & Call Center Operations, you will be the linchpin that transforms brighthush’s contact center into a benchmark of operational excellence. You will lead a high‑performing team of customer service representatives, architect technology roadmaps, and craft data‑driven strategies that elevate the patient experience and drive measurable business results. Your visionary leadership will shape the future of brighthush’s customer engagement, setting new industry standards and ensuring that every patient interaction reflects our commitment to care and compassion.

Key Responsibilities

• Team Leadership & Development:
  • Inspire, coach, and mentor a diverse team of contact center agents, ensuring they exceed performance targets while fostering a culture of collaboration, continuous learning, and psychological safety.
  • Implement structured onboarding, ongoing training, and career‑pathing programs that align with brighthush’s values and business objectives.
  • Conduct regular performance reviews, provide actionable feedback, and recognize high performers through formal and informal recognition programs.
  • Champion diversity, equity, and inclusion initiatives within the team, ensuring every voice is heard and valued.
• Operational Oversight:
  • Manage day‑to‑day operations, including inbound and outbound call flows, staffing schedules, workforce analytics, and quality assurance programs, to deliver seamless service and maintain high efficiency.
  • Develop and enforce standard operating procedures (SOPs) that ensure consistency, compliance, and scalability across all contact center channels.
  • Leverage workforce management tools to forecast demand, optimize staffing levels, and reduce overtime costs while maintaining service level agreements (SLAs).
  • Implement continuous improvement cycles that reduce call handling time, increase first‑contact resolution, and elevate overall customer satisfaction.
• Strategic Planning & Execution:
  • Design and implement long‑term operational strategies, leveraging technology, process improvements, and best practices to enhance contact center effectiveness and scalability.
  • Collaborate with cross‑functional leaders (Product, Compliance, Marketing, Clinical Services) to align customer support initiatives with broader business goals.
  • Lead quarterly business reviews, identify growth opportunities, and adjust strategies based on market trends and customer feedback.
  • Drive the adoption of emerging technologies—such as AI‑driven chatbots, predictive analytics, natural language processing, and machine learning—to streamline operations and improve agent productivity.
• Customer Experience Management:
  • Analyze customer feedback, identify trends, and collaborate with cross‑functional teams to resolve issues and continuously improve service delivery.
  • Champion a patient‑centric mindset by translating patient insights into actionable improvements in processes, technology, and training.
  • Drive the implementation of customer journey mapping initiatives to identify pain points and design seamless experiences across all touchpoints.
  • Ensure that every interaction reflects brighthush’s core values of empathy, transparency, and empowerment.
• Quality & Compliance:
  • Ensure adherence to internal policies, regulatory requirements (HIPAA, state and federal guidelines), and industry standards, maintaining a culture of excellence and accountability.
  • Conduct regular audits, monitor compliance metrics, and implement corrective actions to mitigate risk.
  • Serve as the primary point of contact for regulatory bodies and external auditors during compliance reviews.
  • Develop and deliver compliance training for all contact center staff, ensuring a deep understanding of privacy and security protocols.
• Data Analysis & Reporting:
  • Monitor KPIs, generate actionable insights, and present findings to senior leadership to inform decision‑making and continuous improvement initiatives.
  • Develop dashboards and reporting frameworks that provide real‑time visibility into operational performance.
  • Use data storytelling techniques to communicate complex insights in a clear, concise, and impactful manner.
  • Collaborate with data science teams to build predictive models that forecast call volume, agent performance, and customer sentiment.
• Budget & Resource Management:
  • Prepare and manage the contact center budget, forecast resource needs, and optimize cost structures while maintaining service quality and employee engagement.
  • Negotiate vendor contracts, evaluate cost‑benefit scenarios, and ensure alignment with financial targets.
  • Implement cost‑saving initiatives such as workforce optimization, technology upgrades, and process automation.
  • Track and report on ROI for all major initiatives, ensuring transparent financial stewardship.
• Technology & Innovation:
  • Evaluate, recommend, and oversee the implementation of new tools and platforms (e.g., a leading contact center platform, AI‑driven chatbots, predictive analytics) that enhance agent productivity and customer satisfaction.
  • Lead the integration of emerging technologies such as natural language processing (NLP) and machine learning (ML) to improve self‑service options and reduce call volume.
  • Collaborate with IT and product teams to ensure seamless deployment and adoption of new solutions.
  • Champion a culture of experimentation, encouraging pilots and rapid iteration to stay ahead of industry trends.
• Stakeholder Collaboration:
  • Build strong relationships with internal partners, external vendors, and regulatory bodies to ensure alignment, compliance, and continuous improvement across the organization.
  • Represent brighthush in industry forums, conferences, and customer advisory boards to stay ahead of market trends and best practices.
  • Facilitate cross‑departmental workshops to foster innovation and shared ownership of customer experience initiatives.
  • Serve as a trusted advisor to executive leadership on all matters related to customer support and operational excellence.

Essential Qualifications

• Minimum 12 years of progressive experience in the healthcare or pharmaceutical sector, with at least 4 years in a leadership role within a specialty pharmacy or contact center environment.
• Proven track record of managing high‑volume contact center operations, driving performance improvements, and achieving measurable results.
• Deep understanding of specialty prescription refill workflows, patient engagement strategies, and the healthcare continuum.
• Strong analytical skills, with experience in data analysis, KPI development, and action‑based reporting.
• Excellent communication, negotiation, and influence skills, capable of building credibility across multi‑business units and executive teams.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with contact center platforms (e.g., a leading industry solution).
• Demonstrated ability to lead diverse teams, foster a positive work environment, and drive continuous improvement.
• Knowledge of regulatory compliance (HIPAA, state and federal guidelines) and experience ensuring team adherence to these standards.

Preferred Qualifications

• Experience with Six Sigma, Lean, or other process improvement methodologies Apply for this job