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About brighthush
brighthush is a trailblazing AI‑driven education platform that empowers schools, districts, and learning institutions to deliver personalized, data‑rich experiences at scale. Since its founding in 2023, brighthush has grown from a lean startup to a vibrant team of 51‑200 professionals headquartered in Denver, Colorado, and serving clients across the United States. Our mission is to transform the way educators and learners interact with technology by combining cutting‑edge artificial intelligence with intuitive, user‑centric design.
At brighthush, we believe that technology should amplify human potential, not replace it. Our products are built on a foundation of trust, collaboration, and continuous learning. We’re looking for a visionary Customer Experience Operations Manager who can translate business needs into scalable, AI‑enhanced workflows that elevate the customer journey and drive revenue growth.
Why Join brighthush?
Working at brighthush means becoming part of a culture that values innovation, autonomy, and impact. As a remote‑first organization, we empower our team members to work from anywhere in the United States while fostering deep relationships, open communication, and shared accountability. Here are just a few reasons why you’ll love working with us:
- Unlimited Time Off: We trust you to manage your work‑life balance. Take the time you need to recharge, pursue personal projects, or spend quality moments with loved ones.
- Health & Wellness: Choose from a range of employer‑paid health insurance plans, and enjoy low‑premium dental and vision coverage. We also provide a monthly wellness stipend to support your physical and mental well‑being.
- Equity & Growth: Every full‑time employee receives generous stock options, vesting over four years, and a 401(k) match to help you build long‑term wealth.
- Learning & Development: Access to cutting‑edge AI tools, industry conferences, and internal knowledge‑sharing sessions to keep you at the forefront of customer experience and operations.
- Impactful Work: Your initiatives will directly influence the success of our customers and the growth trajectory of brighthush.
Key Responsibilities
As the Customer Experience Operations Manager, you will be the linchpin that connects business strategy, technology, and customer success. Your day‑to‑day work will involve:
- Workflow Design & Prioritization: Translate evolving business requirements into actionable, prioritized workflows. Identify bottlenecks, propose scalable solutions, and champion initiatives that deliver measurable value.
- AI‑Assisted Workflow Prototyping: Experiment with AI tools—call summarization, account health signals, renewal risk flags, ticket triage—and shepherd successful prototypes into production.
- GTM Stack Evaluation: Assess AI features across our go‑to‑market stack (Salesforce Agentforce/Einstein, Gong, Intercom). Recommend adoption, configuration, or de‑commissioning based on ROI and alignment with customer experience goals.
- System Support & Troubleshooting: Serve as the first line of defense for Salesforce and GTM systems. Diagnose, troubleshoot, and resolve issues independently, ensuring minimal disruption to customer-facing teams.
- Prompt & Template Management: Write, maintain, and iterate prompts, agent instructions, and reusable templates that empower the team to deliver consistent, high‑quality interactions.
- Salesforce Automation & Documentation: Build and maintain Salesforce flows, automations, and reporting dashboards. Document processes meticulously to create a single source of truth for the organization.
- Cross‑Functional Project Leadership: Define project scope, align stakeholders, and maintain a razor‑sharp focus on impact. Drive initiatives from concept to launch while keeping timelines and budgets on track.
- UX‑First System Design: Ensure that all CX systems and reporting tools are intuitive, reliable, and user‑centric. Champion clarity, standardization, and accessibility across the platform.
Essential Qualifications
- 2–4 years of experience in customer experience, revenue operations, or go‑to‑market operations, preferably within a SaaS environment.
- Proven track record administering and building in Salesforce—flows, automations, and reporting.
- Strong technical troubleshooting skills with the ability to translate business problems into system solutions.
- Proficiency in Google Sheets and basic SQL; eagerness to learn additional GTM stack tools.
- Experience managing multi‑stakeholder projects, balancing trade‑offs, and delivering high‑impact outcomes.
- Excellent documentation, standardization, and process‑scaling abilities.
- Comfortable advocating for the right solution and building consensus among stakeholders.
- Hands‑on experience using large language models (Claude, ChatGPT, etc.) to solve operational challenges.
- Strong prompt design skills and the ability to evaluate output quality.
- Familiarity with automation and integration tools such as N8N, Zapier, or MCP connectors.
- Knowledge of CX‑enablement platforms like Gong, Chili Piper, Skilljar, Intercom, or similar.
- Experience supporting Product‑Led Growth (PLG) teams or strategies.
- Comfortable working in a high‑growth, startup‑like environment where agility and prioritization are critical.
Preferred Qualifications
- Advanced Salesforce certifications (e.g., Administrator, Advanced Administrator, Platform App Builder).
- Experience with Salesforce Einstein and AI‑driven analytics.
- Background in educational technology or learning management systems.
- Knowledge of data privacy regulations (FERPA, GDPR) and best practices for data security.
- Experience with agile methodologies and tools (Jira, Confluence).
Core Skills & Competencies
- Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
- Technical Acumen: Comfortable navigating complex systems and troubleshooting technical issues.
- Communication: Clear, concise, and persuasive communication across technical and non‑technical audiences.
- Collaboration: Proven ability to work cross‑functionally with product, sales, marketing, and customer success.
- Analytical Mindset: Data‑driven decision making and continuous improvement focus.
- Adaptability: Thrive in a fast‑moving, evolving environment.
- Leadership: Inspire and guide teams, even when working remotely.
Career Growth & Learning Opportunities
At brighthush, we’re committed to your professional development. As the Customer Experience Operations Manager, you’ll:
- Lead high‑visibility projects that shape the future of our customer experience platform.
- Collaborate with senior leaders to influence product strategy and go‑to‑market plans.
- Mentor junior team members and share best practices across the organization.
- Participate in industry conferences, workshops, and webinars to stay ahead of emerging trends.
- Earn certifications and training in Salesforce, AI, and data analytics to broaden your skill set.
- Progress into senior leadership roles such as Director of Customer Experience Operations or VP of Customer Success.
Work Environment & Culture at brighthush
Our remote‑first culture is built on trust, transparency, and collaboration. We value:
- Flexibility: Work from anywhere in the U.S. with a flexible schedule that respects your personal commitments.
- Community: Regular virtual town halls, team‑building events, and cross‑departmental hackathons.
- Innovation: A sandbox environment where experimentation is encouraged and failures are treated as learning opportunities.
- Diversity & Inclusion: A commitment to creating an inclusive workplace where every voice is heard.
- Recognition: Regular shout‑outs, peer recognition programs, and tangible rewards for outstanding contributions.
Compensation & Benefits
While specific salary ranges vary based on experience, we offer a competitive package that includes:
- Base salary commensurate with market rates for senior operations roles in the U.S.
- Unlimited paid time off to support work‑life balance.
- Choice of employer‑paid health insurance plans, with low‑premium dental and vision options.
- Generous stock options, vesting over four years.
- 401(k) match and a monthly wellness stipend.
- Professional development budget for courses, certifications, and conferences.
- Access to cutting‑edge AI tools and platforms to enhance your workflow.
How to Apply
If you’re ready to lead transformative customer experience initiatives, harness AI to streamline operations, and drive measurable impact for a fast‑growing SaaS education platform, we want to hear from you. Click the link below to submit your application and join the brighthush team.
Apply for this job