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About brighthush
brighthush is a trailblazing, AI‑first consumer technology company that has redefined the way families discover, purchase, and care for their children. With a growing ecosystem that spans e‑commerce, health, finance, and experiential retail, brighthush serves more than 10 million families each year and generated $750 million in revenue in 2025. Our mission is simple yet powerful: to empower parents with the best tools, insights, and support so they can focus on what matters most—raising happy, healthy children.
Why This Role Matters
Customer support is the heartbeat of any consumer‑facing business. At brighthush, we are on a mission to transform support from a reactive, ticket‑driven function into a proactive, AI‑native experience that delights customers and scales effortlessly. As the Senior Program Manager – Customer Support Enablement & AI Integration Lead, you will be the architect of that transformation. You will own the systems that keep our human agents and AI agents sharp, informed, and empowered to deliver world‑class service.
Key Impact Areas
- Build a world‑class CS Enablement program from the ground up, establishing the knowledge base, SOPs, training, and AI workflows that become the foundation of our support organization.
- Drive AI adoption by designing AI‑friendly content, crafting effective prompts, and ensuring that AI copilot usage reaches 90%+ of agent interactions.
- Elevate agent confidence through scalable training that teaches when to trust AI, when to intervene, and how to provide feedback that continuously improves the system.
- Reduce escalations and improve resolution rates by closing content gaps, streamlining workflows, and implementing data‑driven process improvements.
- Partner cross‑functionally with BizOps, Product, Analytics, and Engineering to shape the roadmap and prioritize initiatives that deliver measurable business impact.
Who You Are
You are a seasoned support operations leader with a passion for AI and a proven track record of building and scaling enablement programs in high‑volume environments. Your expertise spans knowledge management, SOP design, training delivery, and data‑driven decision making. You thrive in ambiguous, fast‑moving settings and are comfortable being the first person to define a new discipline.
Essential Qualifications
- 5+ years of experience in support operations, enablement, or knowledge management, ideally in a tech‑first consumer company.
- Hands‑on experience building and maintaining knowledge bases (Zendesk, Gladly, Help Scout, Notion, Guru, or similar) at scale.
- Deep understanding of hybrid AI‑human support architectures: content structuring for AI consumption, prompt engineering, and output quality evaluation.
- Proven ability to write clear, actionable SOPs for complex, multi‑step, or edge‑case scenarios.
- Track record of designing and delivering training that changes behavior and improves performance.
- Strong analytical instincts: ability to read support data (ticket trends, contact drivers, resolution times) and translate insights into actionable improvements.
- Experience using AI tools (Claude, ChatGPT, or similar) to enhance your own work and to build AI‑enabled workflows.
- Excellent communication and stakeholder management skills, with a collaborative mindset.
Preferred Qualifications
- Experience in a startup or high‑growth environment where you built support systems from scratch.
- Knowledge of AI ethics, bias mitigation, and responsible AI practices.
- Familiarity with data privacy regulations (GDPR, CCPA) as they relate to customer data.
- Background in product management or product operations.
Key Responsibilities
- Program Design & Execution: Own the CS Enablement program, including strategy, roadmap, and execution. Define success metrics, track progress, and iterate rapidly.
- Knowledge Base Leadership: Build, organize, and maintain the source of truth for both human and AI agents. Ensure content is accurate, up‑to‑date, and AI‑ready.
- AI Workflow Development: Design AI‑native workflows, craft prompts, and establish feedback loops that enable agents to leverage AI copilot effectively.
- Training & Onboarding: Develop scalable training modules that cover product knowledge, AI usage, and SOP adherence. Lead onboarding for new hires and continuous learning for existing staff.
- Process Optimization: Identify bottlenecks, streamline fragmented workflows, and create SOPs for complex scenarios. Use data to prioritize improvements.
- Cross‑Functional Collaboration: Partner with BizOps, Product, Analytics, and Engineering to align enablement initiatives with product releases and business goals.
- Feedback & Continuous Improvement: Establish mechanisms for frontline agents to provide real‑time feedback on content gaps, AI performance, and process pain points.
- Metrics & Reporting: Own key performance indicators such as chatbot deflection rate, AI copilot adoption, CSAT, and resolution time. Present insights to leadership.
Career Growth & Learning Opportunities
At brighthush, your growth is as dynamic as our product roadmap. You will:
- Lead a high‑impact program that shapes the future of customer support across the entire organization.
- Collaborate with senior leaders in Product, Engineering, and Analytics, gaining exposure to cross‑functional strategy.
- Drive innovation in AI‑enabled support, positioning yourself as a thought leader in the industry.
- Participate in leadership development programs, mentorship, and continuous learning initiatives.
- Have the opportunity to transition into broader product or operations leadership roles.
Work Environment & Culture at brighthush
brighthush is a remote‑first, AI‑forward company that values speed, clarity, and collaboration. Our culture is built on:
- Focus & Intention: We work with purpose, then step back to recharge.
- Exceptional Management: Leaders invest time and tools to connect with their teams.
- Impactful Products: We build solutions that touch millions of families worldwide.
- AI as a Core Tool: From day one, you’ll have access to Claude, ChatGPT, and other leading AI platforms to streamline your work.
- Growth & Development: Competitive pay, performance‑based advancement, and a culture that encourages learning.
- Inclusive & Supportive: We celebrate diversity, provide comprehensive benefits, and foster a supportive community.
Compensation & Benefits
We offer a market‑based compensation package that reflects your experience and the value you bring to brighthush. The starting salary range for this role is $140,000 to $170,000, with performance‑based increases and equity opportunities. In addition to competitive pay, you will enjoy:
- Company‑paid medical, dental, and vision insurance.
- Retirement savings plan with company matching and flexible spending accounts.
- Generous paid parental leave, vacation, and a company‑wide “Winter Wonder Week” where everyone takes a paid week off at year‑end.
- Remote work stipend to set up your home office.
- Perks for physical, mental, and emotional health, parenting, childcare, and financial planning.
- Access to cutting‑edge AI tools and continuous learning resources.
How to Apply
If you are ready to shape the future of customer support, build AI‑native workflows, and lead a high‑impact program at a fast‑growing, tech‑first company, we want to hear from you. Submit your application through our careers portal and join a team that is redefining what it means to support families worldwide.
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