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Why brighthush?
At brighthush, we believe that the heart of any thriving business is the experience it delivers to its customers. As a leading player in the telecommunications and digital services arena, brighthush has redefined what it means to stay connected—both for our consumers and for our employees. Our culture is built on the pillars of innovation, inclusivity, and relentless growth. We invest heavily in our people because we know that when our team members thrive, our customers feel the impact. From cutting‑edge technology platforms to a vibrant, collaborative workplace, brighthush offers a career ecosystem where ambition meets opportunity.
Position Overview
The Associate Customer Experience Manager is a pivotal role that drives the planning, coordination, and flawless execution of initiatives that shape the front‑line experience across both sales and care channels. You will act as the bridge between strategy and execution, leading cross‑functional teams, partnering with product and marketing, and ensuring that every customer‑facing project launches on time, on budget, and with the highest quality standards. Success in this role is measured by the effectiveness of execution plans, the speed and accuracy of issue resolution, and the alignment of outcomes with senior business owners.
Key Responsibilities
- Strategic Execution Planning: Develop, own, and continuously refine detailed execution roadmaps for major business initiatives that directly impact front‑line customer experience.
- Cross‑Functional Leadership: Lead multidisciplinary teams—including engineering, operations, marketing, product development, and compliance—to design, build, and launch technical solutions that support customer‑facing projects.
- Partner Collaboration: Work hand‑in‑hand with marketing and product teams to influence project requirements, shape go‑to‑market strategies, and define post‑launch support models.
- Operational Issue Management: Identify, prioritize, and resolve complex operational challenges that could affect service delivery, ensuring minimal disruption to customers and front‑line staff.
- Support Model Definition: Design and document comprehensive support frameworks for sales and care channels, covering administration, compliance, technical assistance, and escalation pathways.
- Stakeholder Relationship Building: Cultivate strong relationships with key organizational partners, aligning on channel needs, customer expectations, and business objectives.
- Continuous Improvement: Capture lessons learned from each launch, feed insights back into the planning process, and champion best‑practice adoption across the organization.
- Ad‑hoc Projects: Take ownership of additional initiatives or projects assigned by senior business management, ensuring they align with overall strategic goals.
Essential Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field (or equivalent professional experience).
- 2–4 years of experience managing large‑scale, customer‑impacting projects, preferably within a telecom, technology, or consumer‑services environment.
- Demonstrated ability to lead cross‑functional teams and drive consensus across diverse stakeholder groups.
- Strong analytical mindset with the capacity to translate data into actionable insights and execution plans.
- Excellent written and verbal communication skills, with the ability to present complex concepts clearly to senior leadership.
- Proficiency with project‑management tools (e.g., Smartsheet, Asana, Jira) and familiarity with Agile or Scrum methodologies.
- Track record of resolving operational issues quickly while maintaining a focus on customer satisfaction.
Preferred Qualifications
- Master’s degree or MBA with a focus on strategy, operations, or customer experience.
- Experience in a fast‑paced, high‑growth environment where change is constant.
- Exposure to telecom‑specific platforms such as CRM, order‑management, or network provisioning systems.
- Certification in Project Management (PMP, PRINCE2) or Agile (CSM, SAFe).
- Demonstrated success in designing support models for multi‑channel sales or care operations.
Core Skills & Competencies
- Strategic Thinking: Ability to see the big picture while managing granular execution details.
- Collaboration & Influence: Skilled at building trust, negotiating priorities, and influencing without direct authority.
- Problem Solving: Proactive in identifying root causes and implementing sustainable solutions.
- Customer‑Centric Mindset: Deep empathy for both the end‑consumer and the front‑line employee who serves them.
- Data‑Driven Decision Making: Comfortable using metrics, dashboards, and KPIs to guide actions.
- Adaptability: Thrives in an environment where priorities shift quickly and new challenges emerge daily.
Compensation & Benefits
Total Target Cash Earnings Opportunity: $57,640 – $115,390 (base salary plus incentive). The exact figure depends on location, experience, and performance.
brighthush offers a comprehensive Total Rewards package that includes:
- Competitive base salary aligned with market benchmarks.
- Annual performance‑based bonus and incentive opportunities.
- Equity participation through annual stock grants and an employee stock purchase plan.
- Robust 401(k) plan with company match and financial wellness coaching.
- Full medical, dental, and vision coverage for employees and eligible dependents.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) options.
- Generous paid time off (up to 4 weeks for new full‑time hires) and 12 paid holidays.
- Parental and family leave, family‑building benefits, and childcare subsidies.
- Tuition assistance, college coaching, and continuous learning stipends.
- Short‑ and long‑term disability, AD&D, life, and voluntary long‑term care insurance.
- Employee discounts on mobile service, home internet, pet insurance, and commuter programs.
Career Growth & Learning Opportunities
At brighthush, the career path is more of a jungle gym than a traditional ladder. As an Associate Customer Experience Manager, you will have access to:
- Mentorship from senior leaders who have built some of the most successful customer‑experience programs in the industry.
- Rotational assignments across sales, care, product, and technology functions to broaden your skill set.
- Leadership development programs focused on strategic thinking, change management, and people leadership.
- Opportunities to lead high‑visibility, enterprise‑wide initiatives that directly influence brighthush’s market position.
- Internal mobility tools that make it easy to explore new roles, geographies, or business units as your interests evolve.
Work Environment & Culture
brighthush prides itself on a culture that celebrates diversity, encourages bold ideas, and rewards collaboration. Our workplace is built on the belief that every employee brings a unique perspective that fuels innovation. Highlights of our environment include:
- Inclusive Community: Employee resource groups, diversity councils, and regular cultural celebrations.
- Flexible Work Options: Hybrid work models, remote‑friendly policies, and flexible scheduling to support work‑life harmony.
- Innovation Labs: Access to cutting‑edge technology labs where you can prototype, test, and iterate on new customer‑experience concepts.
- Recognition Programs: Peer‑to‑peer awards, quarterly performance recognitions, and a culture of celebrating wins—big and small.
- Health & Wellness: On‑site fitness centers, virtual wellness classes, mental‑health resources, and a supportive environment that prioritizes well‑being.
Application Process
If you are passionate about shaping unforgettable customer experiences, thrive in a fast‑moving, collaborative setting, and are eager to grow alongside a market‑leading brand, we want to hear from you. Apply today to join brighthush and become part of a team that is redefining connectivity for millions of people.
Equal Opportunity Statement
brighthush is an Equal Opportunity Employer. All employment decisions are made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, marital status, citizenship, veteran status, disability, or any other characteristic protected by law. We are committed to providing reasonable accommodations for candidates with disabilities throughout the recruitment process. Please contact us if you require assistance.
Ready to Apply?
Take the next step in your career journey. Click the link below to submit your application and start your adventure with brighthush.
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