Senior Customer Experience Manager – Driving End‑to‑End Service Excellence, Strategic Growth, and Operational Transformation at brighthush

About brighthush

brighthush is the leading Consumer Experience Company that empowers brands to deliver flawless checkout and delivery experiences at scale. By marrying cutting‑edge commerce‑enablement technology with high‑volume fulfillment services, brighthush levels the playing field for brands of all sizes, enabling them to compete with retail giants. With more than $10 billion of commerce managed annually across fulfillment, warehousing, transportation, and a suite of operator‑built software—including an Order Management System (OMS), Pre‑ and Post‑Purchase tools, and a Warehouse Management System (WMS)—brighthush delivers best‑in‑class omnichannel fulfillment and shipping solutions that drive fast shipping, reliable delivery promises, expanded channel access, and improved margins on every order.

Our portfolio includes a diverse mix of DTC and B2B brands that trust us to deliver industry‑leading consumer experiences on every order. brighthush is headquartered in Atlanta and operates facilities across the United States, Canada, and Europe. We are backed by top‑tier investors, all of whom share our vision for transforming the consumer experience landscape.

Role Overview

As a Senior Customer Experience Manager, you will be the primary liaison between our valued customers and cross‑functional teams—including operations, IT, finance, and product. Your mission is to understand client service needs, ensure seamless execution of service solutions, and continuously optimize the customer experience. You will collaborate with account leadership on business transformation initiatives, drive operational efficiency, and maintain financial accuracy. Your strategic insights and growth‑oriented mindset will be essential in enhancing service outcomes and fostering long‑term customer relationships.

Key Responsibilities

• Customer Advocacy & Service Alignment: Serve as the main point of contact for customers, addressing service needs and ensuring business alignment across all internal stakeholders.
• Cross‑Functional Coordination: Identify and communicate client service requirements to operations, IT, finance, and product teams, ensuring effective execution and adherence to service‑level agreements (SLAs).
• Complex Solution Management: Oversee the design, implementation, and continuous improvement of complex service solutions, guaranteeing seamless customer program execution.
• Business Transformation Partner: Collaborate with account leadership to identify and implement process improvements, operational efficiencies, and financial performance enhancements.
• Strategic Customer Reviews: Lead and coordinate customer business reviews, providing data‑driven insights and actionable recommendations for service improvement.
• Financial Accuracy & Invoice Auditing: Audit customer invoices, track outstanding accounts receivable, and facilitate timely issue resolution to maintain financial integrity.
• Documentation & Knowledge Management: Maintain comprehensive documentation—including meeting notes, action items, and performance metrics—to drive account performance and issue resolution.
• Growth Opportunity Identification: Work closely with management to identify, quantify, and convert growth opportunities into tangible results for both the customer and brighthush.

Essential Qualifications

• Proven experience in customer experience, account management, or a related field, with a track record of delivering measurable results.
• Strong ability to manage multiple priorities and complex service solutions in a fast‑paced environment.
• Excellent communication and relationship‑building skills, capable of working effectively with internal and external stakeholders.
• Analytical mindset with meticulous attention to detail and strong problem‑solving capabilities.
• Experience with financial processes, including invoice auditing and accounts receivable management.
• Demonstrated ability to lead customer business reviews and provide strategic recommendations.

Preferred Qualifications & Bonus Skills

• Background in supply chain, warehouse fulfillment, or e‑commerce operations.
• Familiarity with service‑level agreements (SLAs) and operational metrics.
• Experience in business transformation initiatives or process optimization projects.
• Proficiency with CRM or customer service management tools (e.g., Salesforce, Zendesk, HubSpot).
• Knowledge of omnichannel commerce platforms and fulfillment technology.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate customer needs into actionable business strategies.
• Project Management: Skilled at planning, executing, and monitoring projects to ensure timely delivery and quality outcomes.
• Data Analysis: Proficient in interpreting data to uncover trends, diagnose issues, and recommend improvements.
• Stakeholder Management: Adept at building trust and influence across diverse teams and senior leadership.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning customer feedback into continuous improvement.
• Adaptability: Comfortable navigating ambiguity and driving change in a rapidly evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the value you bring to our customers. As a Senior Customer Experience Manager, you will:

• Lead high‑impact projects that shape the future of our service offerings.
• Collaborate with senior leaders across product, engineering, and operations, gaining exposure to the full spectrum of our business.
• Participate in cross‑functional training programs, including advanced courses in data analytics, supply chain strategy, and customer success leadership.
• Earn certifications in relevant tools and methodologies (e.g., Six Sigma, PMP, Salesforce Administrator).
• Advance into senior leadership roles such as Director of Customer Experience, Head of Customer Success, or VP of Operations.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and continuous improvement. Our team is built on:

• Inclusive Collaboration: Diverse perspectives are valued, and every voice is heard.
• Data‑Driven Decision Making: We rely on metrics and insights to guide strategy and execution.
• Agile Mindset: Rapid iteration and adaptability are core to how we operate.
• Employee Well‑Being: Flexible work arrangements, mental health resources, and a supportive environment keep our team energized.
• Community Impact: We actively engage in initiatives that give back to the communities where we operate.

Compensation & Perks

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer experience roles.
• Performance‑based bonuses tied to customer satisfaction, retention, and operational metrics.
• Equity or stock‑option plans that align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work schedule: onsite 4 days per week with 1 remote day, ensuring a healthy work‑life balance.
• Professional development budget and access to industry conferences, workshops, and online learning platforms.
• Wellness programs, on‑site fitness facilities, and healthy snack options.
• Team‑building retreats, social events, and community service opportunities.

How to Apply

Ready to take the next step in your career and help shape the future of consumer experience? Submit your application through our careers portal or click the link below to apply directly.

We look forward to exploring how your expertise and passion can drive exceptional customer experiences and sustainable growth at brighthush.