Director, Partner & Customer Service (Remote) – Join blithequark in Revolutionizing Customer Experience

At blithequark, we're not just a company – we're a community that's passionate about creating extraordinary experiences for our customers and partners. We're on a mission to redefine the way we interact with each other and with the world around us. As a Director, Partner & Customer Service, you'll be at the forefront of this movement, leading our global contact centers and related functions to deliver world-class customer and partner experiences.

About blithequark

blithequark is a company that's always been about more than just what we do – it's about who we are and how we make people feel. From our humble beginnings to our current status as a global leader, we've always been guided by a passion for connection and a commitment to excellence. Our team is made up of extraordinary individuals who share this vision and are dedicated to making a difference in the lives of our customers and partners.

The Role

As a Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, operations, delivery, programs, financials, and continuous improvement of our global contact centers and related functions. This includes oversight of outsourced contact center functions, leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.

Key Responsibilities

* Model leadership behaviors that are grounded in blithequark's Mission and Values

• Drive the engagement, development, and performance of all members of the team
• Set goals and actively provide partners with coaching, feedback, and development opportunities
• Identify, understand, and align with customer needs and develop strategy, plans, budgets, and deliver world-class operations and services
• Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials
• Lead initiatives to identify and eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities, consistently deliver exceptional customer/partner experiences, and seamlessly integrate business change(s) into all aspects of contact center operations

Qualifications

We're looking for a seasoned leader with:

• 10 years' experience leading contact centers and/or customer experience centers
• 5+ years' experience leading contact centers in an outsourced environment (preferred)
• Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology
• Experience developing and implementing operations improvement strategies for global contact centers
• Comfortable with a fast-paced environment and all aspects of change management
• Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers
• Experience leading transformation and continuous improvement initiatives
• Progressive experience with storytelling/communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration
• Has experience leveraging Lean, Six Sigma, or similar methodologies
• Demonstrated track record of results and improvements
• Master's degree (preferred)

What We Offer

At blithequark, we're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our global communities. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply. We offer a comprehensive compensation and benefits package to our eligible part-time and full-time partners, including:

• 100% tuition coverage through our blithequark College Achievement Plan
• Health coverage with a variety of plans to choose from
• Stock & savings programs like our equity reward program, Bean Stock
• Flexible scheduling and opportunities for paid time off
• A flexible workplace that allows for hybrid work (up to two days per week for those living in the greater Seattle area)

How to Apply

If you're passionate about creating extraordinary experiences and leading a team of talented individuals, we'd love to hear from you. Apply today and join us in our mission to revolutionize customer experience! Apply Job!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from all qualified candidates. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Apply for this job