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About brighthush
brighthush is a trailblazing fintech platform that empowers startups and modern businesses with cutting‑edge digital banking tools, seamless payment solutions, and data‑driven financial insights. Since our founding in 2017, we have grown to a vibrant community of over 1,500 professionals across the United States, delivering a frictionless banking experience that scales with our customers’ ambitions. Our mission is simple: make financial operations effortless, transparent, and future‑ready for every entrepreneur.
Why Join brighthush?
At brighthush, you’ll be part of a high‑velocity, mission‑driven team that thrives on innovation, collaboration, and continuous improvement. We champion a culture of ownership, curiosity, and data‑backed decision making. Whether you’re a seasoned program manager or a passionate operations professional, you’ll find an environment that rewards initiative, rewards learning, and rewards impact.
Position Overview
We’re looking for a Senior Customer Support Operations Readiness Program Manager to become the linchpin that keeps our Customer Support organization aligned, prepared, and informed through every change. As a remote leader based in the USA, you will orchestrate launch readiness, tooling updates, workflow changes, and operational initiatives across Support, Product, Risk, Engineering, and Enablement. Your work will directly influence the quality of our customer experience, the speed of our product releases, and the efficiency of our support teams.
Key Responsibilities
- Operational Readiness Leadership: Own and execute the end‑to‑end readiness process for all support‑impacting initiatives, ensuring seamless launches, tooling changes, and process updates.
- Cross‑Functional Collaboration: Partner with Product, Engineering, Risk, Enablement, and Support to surface operational requirements early, mitigate downstream friction, and align on success metrics.
- Roadmap Stewardship: Maintain a centralized, real‑time roadmap of upcoming support‑impacting initiatives, communicating dependencies, timelines, and readiness status to stakeholders.
- Launch Planning & Execution: Lead readiness planning for new product releases, workflow changes, and tooling updates, delivering comprehensive documentation, training, and internal knowledge resources.
- Risk Management: Review change requests, identify operational risks, and collaborate with stakeholders to elevate risks and secure timely mitigation.
- Implementation Coordination: Work with Systems Administrators and technical partners to establish timelines, track dependencies, and ensure successful operational rollouts.
- Process Improvement: Continuously refine intake, implementation tracking, and launch coordination processes to support scalability and reduce friction.
- Outcome Measurement: Track launch outcomes, adoption rates, and support impact, using data to surface insights and drive future improvements.
- Enablement & Training: Partner with Learning & Development to create scalable enablement materials that empower support teams to adopt new tools, workflows, and operational changes.
- Feedback Loop: Evaluate the effectiveness of readiness initiatives, iterate on processes, tooling, and communication strategies based on stakeholder feedback and evolving business needs.
Essential Qualifications
- 3–5 years of experience in operations readiness, support operations, enablement, or program management within SaaS, fintech, or technology environments.
- Proven track record coordinating cross‑functional initiatives across multiple teams.
- Strong judgment in prioritizing competing operational work and making thoughtful trade‑offs in fast‑moving environments.
- Demonstrated ability to improve operational processes and documentation.
- Exceptional prioritization and organizational skills, balancing multiple complex initiatives while maintaining a high quality execution bar.
- Excellent written and verbal communication skills, with the ability to distill operational complexity into clear, actionable updates for diverse audiences.
- Experience leading operational change initiatives, including launch readiness, process adoption, workflow implementation, or support enablement.
- High degree of ownership and bias toward action, paired with strong attention to detail and operational quality.
- Comfort operating in ambiguous environments where priorities, systems, and processes evolve over time.
- Strong collaborative instincts and the ability to build trust across teams with different goals, timelines, and working styles.
- Experience coordinating product launches, tooling rollouts, or operational changes that required alignment across multiple teams.
- Track record of improving operational workflows, documentation, or team processes to reduce friction and increase consistency.
- Experience partnering with Product, Engineering, Customer Support, Enablement, or Operations teams to successfully implement new initiatives.
- Strong organizational instincts, with the ability to manage multiple initiatives, identify risks, and keep stakeholders aligned without losing attention to detail.
- Experience creating or maintaining internal documentation, knowledge resources, communication plans, or enablement materials that support successful change adoption.
- Familiarity with tools like Zendesk, Linear, Salesforce, or similar operational workflow platforms.
- Experience using data to evaluate operational performance, measure launch outcomes, or identify process improvements, including proficiency with Google Sheets, SQL, or similar tools.
- Habit of bringing structure to ambiguity, identifying opportunities to improve existing processes, and helping teams execute change with clarity and confidence.
Preferred Qualifications
- Experience in a fintech or digital banking environment, with a deep understanding of regulatory and risk considerations.
- Background in change management or continuous improvement methodologies (e.g., Lean, Six Sigma).
- Proficiency in project management tools such as Jira, Asana, or Monday.com.
- Knowledge of compliance frameworks relevant to financial services (e.g., PCI‑DSS, SOC 2).
- Prior experience managing remote or distributed teams.
Skills & Competencies
- Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
- Data‑Driven Decision Making: Comfortable turning metrics into actionable insights.
- Stakeholder Management: Skilled at influencing without authority and building consensus.
- Change Leadership: Passion for driving adoption and embedding new practices.
- Technical Acumen: Comfortable navigating technical environments and collaborating with engineering teams.
- Communication: Clear, concise, and persuasive in both written and verbal formats.
- Adaptability: Thrive in a fast‑paced, evolving environment.
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. As a senior program manager, you’ll:
- Lead high‑impact initiatives that shape the future of our support organization.
- Mentor junior program managers and cross‑functional teammates.
- Gain exposure to product strategy, risk management, and engineering architecture.
- Participate in leadership development programs and industry conferences.
- Advance to Director of Customer Support Operations or VP of Customer Experience within 3–5 years.
Work Environment & Culture
Our remote-first culture empowers you to work from anywhere in the USA while staying connected through:
- Weekly all‑hands meetings and bi‑weekly cross‑functional syncs.
- Asynchronous communication tools (Slack, Notion, Loom).
- Quarterly virtual team‑building events and annual in‑person retreats.
- Flexible work hours that respect work‑life balance.
- A culture of psychological safety, continuous feedback, and open dialogue.
Compensation & Benefits
We offer a competitive total rewards package that includes:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses tied to operational excellence and customer satisfaction metrics.
- Equity (stock options/RSUs) to share in brighthush’s growth.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Unlimited paid time off and flexible vacation policy.
- Professional development stipend and access to learning platforms.
- Wellness resources, including mental health support and fitness reimbursements.
How to Apply
Ready to shape the future of customer support at brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to exploring how your expertise can drive operational excellence and elevate our customer experience.
Join brighthush – Where Innovation Meets Impact
At brighthush, we’re building the next generation of financial tools for the modern entrepreneur. If you’re a proactive, data‑driven operations leader who thrives on collaboration and continuous improvement, we want to hear from you. Apply today and help us create a support organization that’s as agile and forward‑thinking as our customers.
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