Director, Partner & Customer Service (Remote) at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer and partner experiences? Do you thrive in a fast-paced environment where innovation and collaboration drive success? If so, we invite you to join blithequark as a Director, Partner & Customer Service, where you'll have the opportunity to shape the future of customer experience and lead a talented team of professionals.

About blithequark

At blithequark, we're not just a company – we're a community of passionate individuals who share a common goal: to inspire and delight our customers and partners every day. We're known for our commitment to excellence, our dedication to our values, and our relentless pursuit of innovation. As a leader at blithequark, you'll be part of a dynamic team that's shaping the future of customer experience and driving business growth.

Job Summary

As a Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experiences through multi-disciplinary 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

Essential Qualifications

* 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)

Preferred Qualifications

* Experience working in a remote or hybrid work environment

• Familiarity with cloud-based contact center technologies and platforms
• Experience with data analytics and reporting tools
• Certification in customer experience, contact center management, or a related field

What We Offer

At blithequark, we're committed to providing our partners with a comprehensive compensation and benefits package that includes:

• Competitive pay and benefits
• 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 comprehensive benefits package that includes medical, dental, and vision coverage, as well as a 401(k) plan

Work Environment and Culture

As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. Our culture is built on a foundation of trust, respect, and open communication, and we're committed to creating a workplace that's inclusive and welcoming to all.

How to Apply

If you're a motivated and experienced leader who's passionate about delivering exceptional customer and partner experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We can't wait to hear from you!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and welcoming to all, and we believe that diversity and inclusion are essential to our success. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at [email protected]. Apply Job! Apply for this job