Senior Manager, Learning & Quality, Ring Technical Customer Support

At blithequark, we're on a mission to revolutionize the way we interact with technology and each other. As a leader in the smart home security industry, we're committed to delivering exceptional customer experiences through innovative products and services. Now, we're seeking a talented Senior Manager, Learning & Quality to join our Ring Contact Center (CS) organization and help shape the future of customer support.

About the Role

As a Senior Manager, Learning & Quality, you'll play a critical role in driving the strategic planning and execution of global learning, knowledge assets, and quality initiatives. You'll lead a team of leaders and work closely with cross-functional stakeholders across the Americas, EMEA, and Rest of World (ROW) to deliver high-performance results. Your expertise in contact center automation, AI, and adult learning will enable you to make a significant impact on our organization's growth and success.

Key Responsibilities

* Develop and deliver strategic vision for learning, quality, and knowledge assets, aligning with the organization's overall vision and core principles

• Select, deploy, and optimize automation leveraging AI to improve training modalities, knowledge resources, and quality assurance
• Conduct experimentation and adoption of AI, implementing new modalities/medias to improve learning for both operational process improvement and technical product support at scale
• Work cross-functionally with Ring stakeholders to manage multiple learning, quality, and content projects effectively
• Collaborate with Finance and Technology teams to ensure seamless integration and alignment with business objectives

A Day in the Life

At blithequark, we're a fast-paced organization with a passion for innovation and customer satisfaction. As a Senior Manager, Learning & Quality, your day will be filled with exciting challenges and opportunities to grow. You'll work closely with our talented team members to develop and implement strategies that drive business results and improve customer experiences. Every day will be a new chance to innovate, learn, and develop, both professionally and as a team.

Work Environment and Culture

We're committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to contribute. Our culture is built on a foundation of collaboration, innovation, and customer obsession. As a Senior Manager, Learning & Quality, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers.

Career Growth Opportunities and Learning Benefits

At blithequark, we believe in investing in our people and their growth. As a Senior Manager, Learning & Quality, you'll have access to a range of learning and development opportunities, including:

• Leadership development programs to help you grow and advance in your career
• Training and certification programs to enhance your skills and knowledge
• Mentorship and coaching from experienced leaders and subject matter experts
• Opportunities to work on high-impact projects and initiatives that drive business results

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Salary: $120,000 - $150,000 per year, depending on experience
• Bonus: Eligible for annual bonus based on performance
• Benefits: Comprehensive health, dental, and vision insurance, 401(k) matching, and paid time off
• Perks: Access to cutting-edge technology, flexible work arrangements, and a dynamic work environment

Requirements

To be successful in this role, you'll need:

• 10+ years of work experience in contact center management, organizational development, automation, training design, knowledge assets, and quality
• Strong strategy and design skills, including evaluation methodologies and global design experience
• Program management skills, including managing details and keeping multiple tasks/projects on track
• Experience working in a customer contact center environment and managing diverse geographies
• Familiarity with business, financial, and process improvement tools, concepts, and methodologies
• Bachelor's degree; Master's degree in a related discipline preferred

How to Apply

If you're a motivated and experienced leader who's passionate about customer support and innovation, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!

Equal Opportunity Employer

blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all individuals, regardless of their background, culture, or identity. If you require an accommodation during the application process, please don't hesitate to contact us. Apply for this job