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About brighthush
brighthush stands at the forefront of the life sciences and clinical diagnostics arena, redefining how patients, clinicians, and researchers interact with data and technology. With a presence in 37 countries and a legacy that spans more than five decades, we empower the global health community with cutting‑edge diagnostic tools, real‑time analytics, and patient‑centric platforms that translate into measurable health outcomes. Our culture is built on curiosity, collaboration, and an unwavering commitment to customer success. As we continue to push the boundaries of innovation, we are seeking a visionary leader to shape the future of our global customer service and technical support ecosystem.
Why This Role Matters
In an industry where precision and reliability are paramount, the quality of customer interactions can elevate or undermine a brand’s reputation. The Global Customer Experience Process Lead will become the strategic steward of end‑to‑end customer service and technical support processes across brighthush’s worldwide footprint. By aligning people, processes, and technology, you will ensure that every customer—whether in the United States or any of our 36 other countries—receives consistent, high‑quality support that reflects brighthush’s commitment to excellence.
Key Responsibilities
- Global Process Ownership: Serve as the Global Process Owner (GPO) for Customer Service and Customer Technical Support, defining the strategic direction, governance framework, and continuous improvement roadmap for all customer‑facing processes.
- Process Integration & Optimization: Design and refine integrated workflows that seamlessly connect customer service, technical support, order entry, and escalation paths. Leverage AI‑enabled tools to standardize and accelerate case resolution while respecting regional nuances.
- Organizational Design & Operating Model: Evaluate current organizational structures, spans of control, and role clarity. Lead global initiatives to develop future‑state operating models that support consistent execution across all regions.
- Change Management & Stakeholder Engagement: Develop and execute structured change management plans, ensuring adoption of new processes, tools, and standards. Build strong relationships with regional leaders, functional partners, and external vendors.
- Training & Enablement: Partner with the Global Commercial Training team to create SOPs, toolkits, and training programs that empower frontline teams and managers in 37 countries.
- Culture Champion: Foster a culture of process discipline, data‑driven decision making, and customer‑centricity across the global customer service community.
- Performance Measurement: Define and monitor key performance indicators (KPIs) for customer satisfaction, first‑contact resolution, and operational efficiency. Use insights to drive continuous improvement.
- Technology Integration: Work closely with IT and analytics teams to assess system requirements, including AI and automation capabilities, ensuring seamless integration with existing platforms.
- Compliance & Governance: Ensure all processes adhere to regulatory standards, internal policies, and global best practices.
Essential Qualifications
- Bachelor’s degree in Business, Operations, Supply Chain, Engineering, Life Sciences, or a related field.
- Minimum of 8–10 years of progressive experience in customer service or technical support within a global life science or diagnostics environment.
- Proven track record of leading end‑to‑end process redesign, change management, and cross‑functional collaboration.
- Strong analytical skills with the ability to translate data into actionable insights.
- Excellent communication and presentation skills, capable of influencing senior leaders and diverse stakeholder groups.
- Experience with AI or advanced analytics tools in a customer service context is highly desirable.
- Lean / Six Sigma certification (Green Belt or higher) is required.
Preferred Qualifications
- Master’s degree in Business Administration, Operations Management, or a related discipline.
- Prior experience as a Director or Senior Director of Customer Experience or Process Management.
- Hands‑on experience with global ERP or CRM platforms (e.g., Salesforce, SAP, Oracle).
- Demonstrated success in scaling customer service operations across multiple geographies.
- Knowledge of regulatory requirements in the life science and diagnostics sectors (e.g., FDA, ISO 13485).
Key Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Process Design & Continuous Improvement (Lean, Six Sigma)
- Change Management & Stakeholder Engagement
- Data Analysis & KPI Development
- Cross‑Cultural Communication
- Project Management & Prioritization
- Technology Integration & AI Literacy
- Customer‑Centric Mindset
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as the industry we serve. As the Global Process Lead, you will:
- Collaborate with senior executives, gaining exposure to strategic decision‑making at the highest level.
- Lead cross‑functional initiatives that span product development, sales, and regulatory affairs.
- Build a global network of peers and mentors across 37 countries.
- Access a robust learning platform that offers courses in leadership, data science, AI, and industry‑specific certifications.
- Explore opportunities to transition into roles such as Director of Customer Experience, Head of Global Operations, or Chief Process Officer.
Work Environment & Culture
brighthush thrives on a culture of innovation, inclusivity, and continuous learning. As a remote role, you will enjoy the flexibility to work from anywhere in the United States while staying connected to a vibrant global community. Our virtual collaboration tools, regular town‑halls, and regional meet‑ups ensure that you remain part of the brighthush family, no matter where you are.
Compensation, Perks & Benefits
While the exact salary range will be determined based on experience and qualifications, brighthush offers a competitive compensation package that includes:
- Competitive base salary aligned with industry standards.
- Performance‑based bonuses and profit‑sharing opportunities.
- 401(k) plan with company match and additional profit‑sharing contributions.
- Employee Stock Purchase Program (ESPP) to share in our growth.
- Comprehensive medical, dental, and vision plans for you and your family.
- Free Health Savings Account (HSA) contributions.
- Generous paid parental leave and fertility support stipend.
- Group life and disability insurance.
- Upgraded mental health platform with 24/7 counseling services.
- Pet insurance and wellness challenges to support holistic well‑being.
- Extensive learning and development budget, including tuition reimbursement and student debt relief programs.
- Paid time off, flexible work arrangements, and employee resource groups (ERG’s) that celebrate diversity and inclusion.
H1B Sponsorship
brighthush has a strong track record of supporting international talent through H1B sponsorship. While sponsorship is not guaranteed for every role, we encourage qualified candidates from outside the United States to apply and discuss potential pathways during the interview process.
How to Apply
Ready to shape the future of customer experience at a global leader in life sciences? Submit your application through the link below and join a team that values innovation, collaboration, and customer success.
We’re Excited to Meet You!
At brighthush, we believe that exceptional customer service starts with exceptional people. If you are a strategic thinker, a process improvement champion, and a passionate advocate for customer success, we invite you to bring your expertise to our global team. Together, we will set new standards for customer experience in the life science and diagnostics industry.
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