Bright Harbor · 21 hours ago
Director of Advisor Operations
Austin, TX
Full-time
Onsite
Director/Executive
7+ years expBright Harbor is a mission-driven company focused on helping communities rebuild after disasters. The Director of Advisor Operations will be responsible for scaling the internal Recovery Advisors and managing external advisors to ensure effective customer interactions during recovery processes.
Information Services
Responsibilities
Build and Lead the Recovery Team: Hire, train, and manage a growing team of internal and remote Recovery Advisors who guide customers through the recovery process with clarity and care
Performance and coordination of our third-party service network, including onboarding, SLAs, quality assurance, and escalation protocols
Design for Scale: Build systems, processes, and tools that enable efficient, high-quality support without losing the personal touch
Own Internal Enablement Tools: Act as the primary stakeholder for customer-facing operations tools within our custom-built platform. You must be passionate about AI and interesting in bringing on tools to optimize, automate and scale our business
Define and Track KPIs: Set and monitor success metrics across customer experience and operational efficiency
Drive Operational Excellence: Identify bottlenecks, close gaps, and continuously improve the end-to-end recovery journey
Be the Voice of the Customer: Surface insights and feedback that inform product, policy, and partnership decisions, ensuring our roadmap aligns with customer needs
Lead Through Empathy and Action: Set the tone for how we show up when people need us most, balancing speed with emotional intelligence and operational rigor
Qualification
Required
7–10+ years of experience in customer experience, operations, or service delivery roles, including 3+ years in a leadership or director-level position
Proven experience building and managing high-performing teams, especially in customer-facing roles
Track record of success in a fast-paced startup or high-growth environment. You bring those lessons learned and standards for excellence
Experience working with both internal teams and external vendors or service partners
Strong operational mindset with the ability to build and improve complex systems and workflows
Experience writing business or operational requirements and collaborating directly with product and engineering teams on internal tools or platforms
Hands-on leader who can shift between strategy and execution with ease
Exceptional communication and collaboration skills, able to influence across teams and disciplines
Experience with building career paths, performance management, and compensation planning
Experience setting team member performance tiers, titling, compensation and and driving a performance culture
Preferred
Experience in disaster recovery, insurance, housing, finance or government tech
Benefits
Fully paid employee health insurance
Mental health support
Generous parental leave
Unlimited PTO
Equity for every employee
Company
Bright Harbor
Bright Harbor is a disaster recovery company.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase