Senior Program Manager, Customer Service Contact Reduction, Self-Service and Automation, Customer Engagement Technologies at blithequark

Are you a seasoned program manager with a passion for delivering innovative customer experiences? Do you thrive in a fast-paced, global environment where collaboration and strategic thinking are key? If so, we're excited to invite you to join the Customer Engagement Technology (CET) Team at blithequark as a Senior Program Manager, Customer Service Contact Reduction, Self-Service and Automation.

About blithequark

blithequark is a leading innovator in the field of customer engagement technologies, dedicated to creating earth's best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. Our mission is to drive customer satisfaction and loyalty through cutting-edge technology and exceptional service.

The Role

As a Senior Program Manager, you will play a critical role in driving a high-visibility program aimed at reducing customer service contacts through the expansion of automated tools and Artificial Intelligence (AI). You will be responsible for owning and executing complex projects and programs that span across the globe and multiple organizations within blithequark. Your expertise will be instrumental in shaping the future of customer engagement and experience at blithequark.

Key Responsibilities

* Be a singular owner of the program, managing all aspects of stakeholder engagement and deliverables from inception to launch, as well as the overall program's strategy and roadmap.

• Define business and systems requirements working with internal and external customers.
• Define and execute the project plan from design to release, securing resources, and managing implementation.
• Clearly communicate goals, roles, responsibilities, and desired outcomes.
• Liaise with all departments to ensure relevant areas are engaged in time to develop deliverables within their area to support project deliverables. Support partner teams to refine processes and increase efficiency in line with program objectives.
• Make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders.
• Manage multiple internal and external, cross-functional and remote stakeholders.
• Develop change processes associated with program rollout and ongoing support.
• Track delivery against program objectives and implement proposals to improve program services and efficiencies.
• Scale existing programs to expand coverage of existing services or programs to additional domestic and international locations.
• Ideate and drive strategic change across the broader CET team.

A Day in the Life

In this role, you will track deliverables of our science and engineering teams. You will work closely with senior leaders across cross-functional stakeholder teams within blithequark to drive collaboration and influence them to prioritize projects, meet objectives, and adhere to business plans towards shared objectives. You will be responsible for key workstreams including stakeholder updates, monthly roadmap reviews, business reviews, and organizational goal setting. You are also expected to be able to work independently and with ambiguity in a complex, fast-paced, and high-throughput environment where multi-tasking is required.

What We're Looking For

* 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
• Intuitive understanding of optimal versus sub-optimal customer experiences, with ability to quickly assess the situation and identify solutions to improve/fix

Preferred Qualifications

* 2+ years of driving process improvements experience

• Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design, or related field

What We Offer

* Competitive base pay ranging from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market

• Total compensation package including equity, sign-on payments, and other forms of compensation
• Full range of medical, financial, and/or other benefits
• Opportunity to work with a talented team of innovators and thought leaders in the field of customer engagement technologies
• Collaborative and dynamic work environment with opportunities for growth and development
• Flexible work arrangements, including remote work options

About Our Team

The CET team within Customer Service at blithequark is dedicated to creating earth's best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. We are a team of passionate and innovative professionals who are committed to delivering exceptional customer experiences.

How to Apply

If you're a seasoned program manager with a passion for delivering innovative customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application via our internal or external career site. We can't wait to hear from you!

Benefits Summary

blithequark offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

Equal Employment Opportunity

blithequark is an equal opportunity employer and does 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 https://www.blithequark.com/disability/us.

Job ID

A2685728 Apply Job! Apply for this job