Senior Program Manager, Consumer Customer Service Support, Program Delivery Group at blithequark
Introduction to blithequark and the Role
blithequark is a pioneering force in the industry, dedicated to delivering exceptional customer experiences through innovative solutions and a customer-obsessed approach. As part of our commitment to excellence, we are seeking an experienced Senior Program Manager to join our Consumer Customer Service Support (C2S2) Program Delivery team. This role is pivotal in ensuring the readiness and successful delivery of projects that significantly impact both the customer and customer service associate experiences. The ideal candidate will possess a unique blend of program management expertise, stakeholder management skills, and a passion for enhancing the customer experience through data-driven decisions.
Key Responsibilities and Expectations
The Senior Program Manager will be responsible for collaborating with global, cross-functional business teams and customer service operations to drive project delivery and strategic initiatives. This role requires exceptional stakeholder management, negotiation, and prioritization skills, with the ability to advocate for and improve the customer experience using key performance indicators (KPIs). The successful candidate will define, design, and drive program vision and roadmaps to completion, supporting business teams' customer service-impacting initiatives and ensuring seamless execution across multiple projects.
- Define the strategy and direction for projects, gaining consensus and clear alignment at all levels as appropriate.
- Interact with cross-disciplinary and cross-functional teams to design project standard operational procedures, processes, and technical requirements.
- Define, prioritize, and plan projects to execute on process and technical requirements, scheduling, securing resources, and managing cross-functional teams to deliver projects.
- Monitor project execution, ensuring delivery to an appropriate level of quality, and manage dependencies and interfaces between projects, negotiating trade-offs as needed.
- Provide overall stakeholder management and project progress reporting on a regular basis, managing and overseeing third-party contributions to projects where applicable.
A Day in the Life at blithequark
At blithequark, we offer a comprehensive range of benefits designed to support the well-being and career growth of our employees. These benefits can vary by location, the number of regularly scheduled hours worked, length of employment, and job status. For regular, full-time employees, benefits generally include:
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
Qualifications and Skills
To excel in this role, candidates must possess a combination of program management experience, data analysis skills, and the ability to communicate effectively with senior leadership. The basic qualifications for this position include:
- 5+ years of program or project management experience
- Experience using data and metrics to determine and drive improvements
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
- Bachelor's Degree
Preferred qualifications include:
- 2+ years of driving process improvements experience
- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or a related field
In addition to these qualifications, the ideal candidate will possess strong written communication skills, the ability to work in a fast-paced, multi-tasked environment, and comfort in negotiating with key business partners and teams across multiple functions.
Career Growth and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. This role offers opportunities for professional development, the chance to work on high-impact projects, and collaboration with talented professionals across various disciplines. Our culture encourages innovation, creativity, and continuous learning, providing a platform for career advancement and personal growth.
Work Environment and Company Culture
blithequark prides itself on a diverse and inclusive workplace, fostering an environment where everyone can thrive. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our dedicated webpage for more information.
Compensation and Benefits
Our compensation packages are designed to reflect the cost of labor across several US geographic markets, ensuring that our employees are rewarded fairly for their contributions. The base pay for this position ranges from $92,500/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience. blithequark is a total compensation company, offering equity, sign-on payments, and other forms of compensation as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.
Conclusion and Call to Action
If you are a motivated and experienced program management professional looking to make a significant impact on customer experiences, we invite you to join our team at blithequark. This role offers a unique opportunity to leverage your skills and experience to drive strategic initiatives, collaborate with global teams, and contribute to the growth and success of our organization. Apply now to embark on this exciting career journey and be part of a company that is shaping the future of customer service and experience.
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