About brighthush
brighthush is more than a technology provider; it’s a catalyst for a new era of workplace collaboration. With a portfolio that spans cloud‑based productivity suites, AI‑enhanced collaboration platforms, and enterprise‑grade solutions, brighthush is redefining how teams work together, innovate, and deliver value at scale. Our mission is simple yet powerful: make work brighter, simpler, and more connected. We achieve this through a culture of curiosity, data‑driven decision making, and an unwavering focus on the customer. Every product, every feature, and every interaction is built with the end‑user in mind, ensuring that our solutions not only meet but anticipate the evolving needs of teams worldwide.
Why This Role Matters
In a fast‑moving tech landscape, the bridge between product development and go‑to‑market is critical. The Customer Experience & Product Launch Integration team at brighthush ensures that every new feature, platform upgrade, or strategic initiative is validated, refined, and championed by the people who use them. As a Senior Program Manager, you will be the catalyst that transforms raw customer insights into actionable product decisions, fuels launch readiness, and establishes a closed feedback loop that informs engineering, marketing, and executive strategy. Your work will directly influence the quality of our releases, the satisfaction of our users, and the growth trajectory of brighthush.
Role Overview
As the Senior Program Manager for Customer Experience, you will design, launch, and scale a suite of customer‑centric programs that test pre‑product‑market‑fit (pre‑PMF) solutions, gather deep user feedback, and embed customer insights into our product lifecycle. You will partner with cross‑functional teams—Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics—to orchestrate seamless collaboration and ensure that every stakeholder has the data and context they need to succeed. Your leadership will shape how brighthush learns from its customers, how it iterates on its products, and how it delivers value faster and more reliably.
Key Responsibilities
- Program Design & Execution – Build repeatable customer programs from ideation to closeout, including planning, recruitment, onboarding, engagement, measurement, and transition to long‑term owners.
- Operating Infrastructure – Create and maintain a single source of truth: intake processes, recruitment criteria, briefs, templates, playbooks, status reports, feedback trackers, and escalation paths.
- Cross‑Functional Coordination – Align Product, Design, Research, PMM, Launch Ops, Customer Marketing, CS, Sales, Brand Studio, Community, and Analytics around shared plans, milestones, and handoffs.
- Pre‑PMF Testing Leadership – Own the execution of pre‑PMF customer testing through H2, including product evaluation, messaging feedback, phased‑rollout support, measurement, and exit criteria.
- Customer Advisory Board (CAB) Management – Relaunch and operate brighthush’s CAB: recruit participants, manage cadence, design agendas, and synthesize insights for senior leaders.
- Launch Readiness Integration – Embed customer testing into the product‑launch process as a readiness gate, partnering with PMM and Launch Ops to refine the process over time.
- Insight Loop Establishment – Create recurring listening practices that connect customer‑support signals, Voice of Customer (VoC), UXR, managed‑customer feedback, and S‑team engagement back into EPD and GTM decision‑making.
- Metrics & Impact Tracking – Define success metrics for each program, track progress, and report insights to leadership, ensuring that data drives continuous improvement.
- Stakeholder Advocacy – Champion customer perspectives in executive forums, product strategy sessions, and quarterly business reviews, ensuring that user voice remains central to decision making.
- Continuous Process Improvement – Identify bottlenecks, propose automation, and iterate on program workflows to increase efficiency and scalability.
Essential Qualifications
- 8+ years of program management, operations, customer research operations, product operations, or go‑to‑market operations experience.
- Proven track record of taking ambiguous customer‑facing initiatives from concept to execution, measurement, closeout, and handoff.
- Expertise coordinating multiple teams with distinct goals, dependencies, and decision rights while maintaining clear ownership.
- Strong operating discipline: ability to create practical processes, readiness criteria, documentation, reporting rhythms, and repeatable playbooks.
- Direct experience working with customers or customer‑facing teams: recruiting participants, managing engagement, gathering feedback, and safeguarding the customer experience.
- Exceptional written and verbal communication skills, with the ability to synthesize qualitative and quantitative inputs into clear recommendations.
- Sound judgment on product readiness, customer participation, confidentiality, escalation, and protecting learning quality over premature storytelling.
- Proficiency with project management tools, data visualization tools, and collaboration platforms.
- Experience leading cross‑functional initiatives that span product, marketing, sales, and support functions.
- Strong analytical mindset with the ability to translate data into actionable insights.
Preferred Qualifications
- Experience with pre‑PMF product testing, beta or Design Partner programs, Customer Advisory Boards, Voice of Customer, UXR operations, or customer advocacy programs.
- Background embedding customer feedback or testing into product‑launch, launch‑readiness, or product‑operations processes.
- Track record building scalable programs across products, customer segments, or launch types and transitioning them to durable functional ownership.
- Experience in a SaaS, collaboration, productivity, platform, or enterprise software environment.
- Familiarity with customer insight systems, feedback taxonomies, program dashboards, or tools used to track participant health and product signal.
- Knowledge of agile frameworks (Scrum, Kanban) and experience with continuous delivery pipelines.
- Experience managing remote or distributed teams across multiple time zones.
Skills & Competencies
- AI Fluency – Leverage AI tools to amplify human judgment, not replace it.
- Awareness – Understand yourself and others to build trust and influence.
- Judgment – Evaluate complex information and make decisions that balance risk and opportunity.
- Adaptability – Learn, adjust, and stay effective through rapid change.
- Connection – Communicate, collaborate, and build trust across diverse teams.
- Strategic Thinking – Translate customer insights into long‑term product and business strategy.
- Project Leadership – Own program timelines, deliverables, and stakeholder expectations.
- Data Literacy – Interpret metrics, build dashboards, and present findings to executive audiences.
- Customer‑Obsessed Mindset – Prioritize user needs in every decision and process.
Success Metrics & Impact Measurement
- Reduction in time‑to‑market for new features by 15% through streamlined testing and feedback loops.
- Increase in Net Promoter Score (NPS) for newly launched products by 10 points within the first 90 days.
- Improved customer satisfaction scores for support interactions by 12% after integrating VoC insights.
- Higher adoption rates for beta features, measured by active usage metrics and retention.
- Quantifiable cost savings from process automation and reduced rework.
Career Growth & Learning Opportunities
At brighthush, growth is a shared journey. As a Senior Program Manager, you will:
- Lead high‑impact initiatives that shape the future of our product portfolio.
- Mentor junior program managers and cross‑functional teammates, fostering a culture of continuous learning.
- Participate in leadership development programs, including executive shadowing and strategic workshops.
- Access a robust learning library covering product management, data analytics, AI ethics, and customer experience design.
- Earn certifications in Agile, Lean, or Customer Experience Management through our partnership with industry leaders.
- Take on stretch assignments that expose you to new markets, emerging technologies, and global customer segments.
- Collaborate with senior leaders on strategic initiatives, gaining visibility and influence across the organization.
Team & Collaboration Dynamics
The Customer Experience & Product Launch Integration team is a high‑velocity, cross‑functional unit that thrives on collaboration and transparency. You will work closely with:
- Product & Design – Align on feature priorities, user flows, and design validation.
- Research & UXR – Co‑create research plans, synthesize findings, and translate insights into actionable recommendations.
- PMM & Launch Ops – Coordinate launch readiness, messaging, and go‑to‑market execution.
- Customer Marketing & CS – Leverage customer stories, case studies, and support data to inform product strategy.
- Sales & Brand Studio – Ensure that customer insights are reflected in sales enablement and brand positioning.
- Analytics & Data Science – Build dashboards, track KPIs, and provide data‑driven insights.
Our team culture is built on mutual respect, open communication, and a shared commitment to delivering value to our customers. We celebrate wins together, learn from failures, and continuously iterate on our processes.
Work Environment & Culture
brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our core values include:
- Customer Obsession – Every decision is guided by the needs and feedback of our users.
- Data‑Driven Decision Making – We rely on metrics, experiments, and evidence to drive product and process improvements.
- Inclusive Collaboration – Diverse perspectives are celebrated and integrated into every project.
- Innovation & Experimentation – We encourage calculated risk‑taking and rapid iteration.
- Continuous Learning – We invest in professional development, knowledge sharing, and skill building.