Visionary VP of Customer Service Transformation – Remote Leadership Role Driving Client Experience Excellence in Wealth Management

Introduction

Welcome to brighthush, a forward‑thinking wealth management firm that redefines what it means to build lasting financial relationships. Founded in 2025, brighthush is dedicated to empowering clients with the time, freedom, and confidence to shape their own futures. Our mission is simple yet profound: True wealth is measured in moments, relationships, and the independence to choose how you live. With a lean, agile team of 2‑10 professionals, we combine deep industry expertise with a values‑driven approach to deliver personalized, client‑centric solutions.

We are currently seeking a remote VP of Customer Service Transformation to lead the next chapter of our client experience journey. This senior executive will shape strategy, orchestrate operational excellence, and champion technology that elevates every touchpoint. If you thrive in a fast‑paced, mission‑centric environment and have a proven track record of turning customer service into a competitive advantage, we want to hear from you.

Key Responsibilities

• Strategic Leadership: Design and execute a comprehensive customer service transformation roadmap that aligns with brighthush’s values and long‑term growth objectives.
• Process & Technology Design: Oversee the development and deployment of innovative service processes, digital tools, and workflow automation that enhance client satisfaction and operational efficiency.
• Data‑Driven Decision Making: Leverage customer feedback, service metrics, and advanced analytics to identify improvement opportunities, set KPIs, and measure transformation impact.
• Cross‑Functional Collaboration: Partner with executive leadership, advisory teams, operations, and technology to embed a client‑centric culture across all functions.
• Team Development & Coaching: Build, mentor, and inspire a high‑performing remote service team; establish training programs, performance frameworks, and career pathways.
• Budget & Resource Management: Own the service transformation budget, ensuring optimal allocation of resources and ROI on technology investments.
• Stakeholder Reporting: Communicate progress, outcomes, and insights to senior leadership and board members through clear, data‑rich presentations.
• Regulatory & Compliance Oversight: Ensure all service initiatives comply with industry regulations and internal governance standards.

Essential Qualifications

• Minimum 10 years of progressive experience in customer service or experience leadership, with at least 5 years in a senior transformation role.
• Demonstrated success in designing and implementing client‑centric service transformations that deliver measurable improvements in CSAT, NPS, and retention.
• Strong analytical mindset with proficiency in data analysis tools (e.g., Tableau, Power BI, SQL) and experience building KPI dashboards.
• Hands‑on expertise in contact center operations, including technology selection (CRM, IVR, workforce management), workflow design, and staffing models.
• Proven ability to lead cross‑functional teams, influence executive stakeholders, and drive change in a remote, distributed environment.
• Excellent communication, interpersonal, and coaching skills; adept at translating complex data into actionable insights.
• Bachelor’s degree in Business, Finance, Management, or a related field; advanced degree (MBA, MS) or certifications (CSCP, CX, Six Sigma) preferred.
• Experience in regulated financial services or wealth management is highly desirable.

Preferred Qualifications

• Experience with AI‑driven customer service solutions (chatbots, predictive analytics).
• Background in building omni‑channel service strategies that integrate phone, email, chat, and social media.
• Track record of scaling service operations from a small team to a multi‑location global footprint.
• Familiarity with ISO 9001, ISO 27001, or other quality and security standards.

Skills & Competencies

• Strategic Vision: Ability to see the big picture and translate it into actionable plans.
• Customer Obsession: Deep empathy for client needs and a relentless focus on exceeding expectations.
• Analytical Acumen: Proficiency in turning data into insights and driving decisions.
• Change Management: Skilled at guiding teams through transformation while maintaining morale.
• Technology Fluency: Comfortable evaluating and implementing modern customer service platforms.
• Leadership Presence: Inspiring confidence and fostering collaboration across diverse teams.
• Remote Work Proficiency: Self‑motivated, disciplined, and adept at using collaboration tools (Slack, Teams, Zoom).

Career Growth & Learning Opportunities

At brighthush, your professional journey is as important as the work you do. We offer:

• Clear advancement pathways from VP to Chief Customer Officer or Chief Operating Officer.
• Access to industry conferences, webinars, and workshops to stay ahead of CX trends.
• Mentorship from senior leaders and a culture of continuous feedback.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Support for advanced certifications and graduate coursework.

Work Environment & Culture

brighthush thrives on a culture that values:

• Flexibility: Fully remote work with a results‑oriented approach.
• Collaboration: Transparent communication and a flat hierarchy that encourages idea sharing.
• Innovation: A sandbox mentality where experimentation is rewarded.
• Well‑being: Comprehensive wellness programs, mental health resources, and generous time‑off policies.
• Community Impact: Opportunities to contribute to local charities and sustainability initiatives.

Compensation & Benefits

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

• Base salary commensurate with senior leadership roles in the wealth management sector.
• Performance‑based bonuses tied to service metrics and transformation milestones.
• Equity or profit‑sharing options to align your success with the firm’s growth.
• Health, dental, and vision insurance with employer contributions.
• 401(k) plan with company match.
• Unlimited paid time off and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Remote work stipend covering home office setup and internet.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is reshaping how wealth is managed and experienced. Your leadership will directly influence the quality of service that our clients receive, ensuring they feel valued, understood, and empowered. You will work alongside passionate professionals who are committed to innovation, integrity, and impact.

We believe that the best transformations start with the right people. If you are a visionary leader ready to elevate client service to new heights, we invite you to bring your expertise to brighthush.

Apply Today

Ready to make a lasting difference? Submit your resume and a cover letter outlining your experience in customer service transformation and why you’re excited about the opportunity at brighthush. We look forward to exploring how your vision and expertise can help us continue to deliver exceptional value to our clients.