Senior Manager, Customer Experience & Service Enablement Driving EndtoEnd

Senior Manager, Customer Experience & Service Enablement Driving EndtoEnd Journey Excellence at brighthush Company: Freshdesk Job Location: Remote (Work from home), India Employment Type: Full-time Salary: $19$38 an hour About Freshdesk About brighthushbrighthush is a global leader in logistics and ecommerce solutions, renowned for turning complex supply chains into seamless, customercentric experiences. With a presence in more than 190 countries, we empower businesses to deliver products faster, smarter, and with unparalleled service quality. Our mission is simple: to make every customer interaction a moment of delight. At brighthush, we believe that the heart of our success lies in the people who shape our culture, innovate our processes, and champion our customers. Why Join brighthush As a forwardthinking organization, brighthush offers a dynamic work environment where creativity meets datadriven strategy. We invest heavily in professional development, cuttingedge technology, and a culture that celebrates collaboration, transparency, and continuous improvement. If youre passionate about redefining customer experience, thrive in a fastpaced setting, and want to lead transformative initiatives that impact millions of customers worldwide, brighthush is the place for you. Role Overview The Senior Manager, Customer Experience & Service Enablementis a strategic leadership role that shapes the future of how brighthush serves its customers. You will own a multidisciplinary portfolio that spans customer experience analytics, process optimization, customer success, digital systems administration, and complex issue resolution. Your mission: build a scalable, frictionfree customer service organization that anticipates needs, resolves challenges swiftly, and fuels sustainable growth. Key Responsibilities Strategic Leadership Design and execute a comprehensive strategy for customer experience analytics, process improvement, digital tools, and resolution frameworks that align with brighthushs global service objectives. Organizational Design Build an operating model and capability roadmap that supports evolving customer expectations and futureproofs the Customer Service function. Team Development Lead, mentor, and grow a multidisciplinary team of analysts, process engineers, customer success managers, and digital specialists. Foster a culture of accountability, continuous learning, and high performance. Journey Optimization Own the endtoend customer journey. Identify friction points, service gaps, and emerging needs, then translate insights into coordinated improvements across people, process, data, and technology. DataDriven Decision Making Establish governance for customer feedback, operational data, and Voice of the Customer (VoC) insights. Ensure metrics are accurate, actionable, and tied to business outcomes. Process & Technology Modernization Champion process standardization, simplification, and automation. Guide the evolution of Customer Service platforms, selfservice portals, and emerging technologies to enhance employee productivity and customer visibility. Risk & Issue Management Lead proactive support, exception management, and complex resolution initiatives. Identify risks early, assign clear ownership, and implement preventive measures. CrossFunctional Collaboration Partner with Operations, Transportation, Sales, Product, Technology, Finance, and other stakeholders to embed customer considerations into business decisions and change initiatives. Governance & Compliance Define policies, SOPs, controls, and knowledge practices that ensure consistency, clarity, and accountability across the portfolio. Strategic Advocacy Represent Customer Service in transformation and investment discussions. Build business cases that demonstrate the value of capabilities that improve the customer journey and organizational performance. Culture Champion Promote a customercentric, insightled, and futurefocused culture that encourages innovation, disciplined execution, and continuous improvement. Success Metrics Progress against the Customer Service capability roadmap and strategic priorities. Improvement in customer experience scores, loyalty indices, and customereffort metrics. Reduction in recurring pain points, preventable failures, and complex escalations. Measurable gains in process consistency, service quality, efficiency, and automation. Adoption and business value of customer experience reporting, dashboards, and analytics. Effectiveness of digital tools and selfservice capabilities. Successful delivery of crossfunctional improvement initiatives with tangible customer, operational, and financial outcomes. Team engagement, capability growth, an .