About brighthush

At brighthush, we’re redefining the way people experience technology. As a fast‑growing, cloud‑native health‑tech pioneer, we empower long‑term and post‑acute care providers with data‑driven insights, intuitive workflows, and a seamless digital ecosystem. Our mission is simple: to help care teams deliver brighter, more compassionate outcomes for patients and families. With a culture rooted in curiosity, collaboration, and continuous learning, brighthush is the place where ambitious professionals turn complex challenges into transformative solutions.

Why Join brighthush?

When you become part of brighthush, you’ll be at the forefront of a sector that’s reshaping the future of healthcare. You’ll work alongside a diverse, multidisciplinary team that values:

• Innovation – we invest heavily in research, experimentation, and cutting‑edge technology.
• Impact – every project you touch directly improves patient care and provider efficiency.
• Growth – we champion internal mobility, mentorship, and a robust learning ecosystem.
• Balance – flexible remote work, generous time off, and a supportive environment keep you energized.

Position Overview

We’re looking for an experienced Senior Customer Experience Manager to lead the design, execution, and continuous refinement of our CX measurement framework across the United States. In this role, you will translate data into actionable insights, influence strategic decisions, and drive a culture of customer‑centricity throughout the organization. You’ll collaborate with product, engineering, sales, and executive leadership to ensure that every touchpoint delivers a consistent, high‑quality experience for our users.

Key Responsibilities

• Define and evolve the CX strategy. Build a comprehensive, data‑rich framework that captures the full customer journey, from onboarding to post‑implementation support.
• Lead cross‑functional research initiatives. Design, execute, and analyze qualitative and quantitative studies, including surveys, interviews, usability tests, and cohort analyses.
• Translate insights into business impact. Present findings to senior stakeholders, recommend actionable improvements, and track the ROI of CX initiatives.
• Champion a culture of continuous improvement. Facilitate workshops, train teams on CX best practices, and embed customer‑centric metrics into daily operations.
• Manage project timelines and budgets. Oversee research projects from concept to delivery, ensuring on‑time, on‑budget completion.
• Collaborate with data science and product teams. Work closely with analysts to build predictive models and dashboards that surface real‑time CX signals.
• Stay ahead of industry trends. Monitor emerging CX methodologies, tools, and regulatory changes to keep brighthush at the cutting edge.

Essential Qualifications

• Minimum 7 years of hands‑on experience in customer experience research, measurement, or related fields.
• Proven track record of influencing business strategy through data‑driven insights.
• Advanced analytical skills with proficiency in Excel, PowerPoint, and Power BI (or equivalent analytics platforms).
• Bachelor’s degree in Business, Mathematics, Statistics, Computer Science, or a related quantitative discipline.
• Strong communication skills – able to distill complex data into clear, compelling narratives for both technical and non‑technical audiences.
• Experience managing multi‑disciplinary teams or projects in a fast‑paced, remote environment.
• Knowledge of healthcare or SaaS ecosystems is a plus, but not required.

Preferred Qualifications

• Master’s degree or MBA with a focus on analytics, operations, or healthcare management.
• Experience with advanced statistical tools (R, Python, SAS) and data visualization suites beyond Power BI.
• Familiarity with NPS, CSAT, CES, and other industry‑standard CX metrics.
• Previous leadership role in a high‑growth tech company.
• Demonstrated ability to build and maintain stakeholder relationships across multiple business units.

Core Competencies & Skills

• Strategic Thinking – ability to see the big picture and align CX initiatives with business goals.
• Data Storytelling – craft narratives that inspire action and drive measurable change.
• Project Management – adept at juggling multiple priorities, setting realistic milestones, and delivering results on time.
• Collaboration – thrive in cross‑functional teams, building consensus and fostering a shared vision.
• Adaptability – comfortable navigating ambiguity, embracing change, and iterating quickly.
• Customer‑Obsessed – a deep empathy for end‑users and a relentless drive to improve their experience.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior CX Manager, you’ll:

• Lead high‑impact projects that shape the future of our product roadmap.
• Mentor junior analysts and researchers, building a pipeline of CX talent.
• Participate in leadership development programs, including executive shadowing and strategic workshops.
• Attend industry conferences, webinars, and training sessions at no cost to you.
• Explore lateral moves into product management, data science, or executive operations.

Work Environment & Culture

Our remote‑first model means you can work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Dedicated Slack channels for real‑time collaboration.
• Quarterly virtual retreats that combine learning sessions with team‑building activities.
• A culture of psychological safety, where every voice is heard and every idea is valued.

Compensation & Benefits

We offer a competitive salary range of $113,000 – $126,000 per year, commensurate with experience and qualifications. In addition, you’ll enjoy:

• 401(k) matching to help you plan for the future.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Health, dental, and vision insurance plans with comprehensive coverage.
• Parental leave policies that support both new parents and caregivers.
• Wellness stipend, mental health resources, and access to an employee assistance program.
• Professional development budget for courses, certifications, and conferences.
• Equity options as part of our long‑term incentive program.

How to Apply

Ready to make a tangible difference in the lives of patients, caregivers, and healthcare providers? Submit your application through our careers portal and join a team that’s as passionate about innovation as you are.

Conclusion

As Senior Customer Experience Manager at brighthush, you’ll be the catalyst that turns data into action, insight into strategy, and customers into advocates. If you’re a seasoned CX professional who thrives on analytical rigor, strategic influence, and collaborative problem‑solving, we want to hear from you. Bring your expertise, your curiosity, and your commitment to excellence, and help us illuminate the path to brighter, more compassionate care for all.