Experienced Manager Customer Excellence (Projects) – Driving Customer Success and Operational Excellence at blithequark

Are you a seasoned project management professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join our dynamic Customer Excellence Team at blithequark, where you'll play a pivotal role in shaping the future of customer care and operational excellence.

About blithequark

blithequark is a leading global hospitality company that has been revolutionizing the way we think about customer care. With a rich history spanning over a century, we've welcomed over 3 billion guests across our diverse portfolio of world-class brands. Our commitment to delivering exceptional experiences has earned us the #1 World's Best Workplace title, and we're proud to be a leader in our industry.

Your Role: Manager Customer Excellence (Projects)

As a Manager on our Customer Excellence Team, you'll be responsible for leading high-impact projects that drive customer success and operational excellence across our organization. You'll work closely with cross-functional teams, including Process and Project Analysts, to study, document, and implement business and process changes related to partnership programs. Your expertise will be invaluable in ensuring that our customer care initiatives are aligned with our business objectives, and that our customers receive the highest level of service.

Key Responsibilities:

* Manage HRCC internal and corporate project deliverables using industry-standard project management tools

• Be primary relationship manager for partnerships (internal and external)
• Maintain project tracking tools and documentation to support the intake and oversight of new project requests
• Work with teams to develop comprehensive business cases, including approval rationale, budget requirements, implementation criteria, and resource allocation
• Conduct and document business plans, standard operating procedures (SOPs), project trackers, and reporting requirement sessions
• Study and document standard processes and implement change to improve efficiency
• Be project lead, coordinating teams and managing deliverables across multiple workstreams
• Be the HRCC representative on both internal and corporate projects, partnering with project managers, owners, and partners to ensure HRCC requirements and timelines are defined and met

How You'll Make an Impact:

* Drive customer success by delivering high-impact projects that meet customer needs and exceed expectations

• Improve operational efficiency by streamlining processes and implementing best practices
• Foster strong relationships with internal and external partners to ensure seamless collaboration and communication
• Develop and maintain comprehensive business cases to inform project decisions and resource allocation
• Provide expert guidance and support to teams to ensure successful project execution

What We Offer:

* Competitive salary range: $70,000 - $100,000, based on applicable and specialized experience and location

• Comprehensive benefits package, including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP), a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”),  a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit, and our travel discount
• Opportunities for career growth and professional development, including leadership development programs and training initiatives
• Collaborative and dynamic work environment with a diverse team of professionals
• Recognition and rewards for outstanding performance and contributions to the organization

What We're Looking For:

* Four (4) years of project management, Agile methodology, and business process experience

• Two (2) years' experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts
• Command of PowerPoint, Excel (can maintain complex spreadsheets), Project, and familiarity with process/project tools such as VISIO, SmartSheet, Figma
• Demonstrated skill in translating complex data into clear, actionable insights through storytelling, visualizations, and written reports
• Experience collaborating with partner teams and senior leadership to guide strategic initiatives
• Travel less than 10%

Preferred Qualifications:

* Four (4) years of experience in project management or process/project management

• PMP or relevant project management, process, or Agile certification

Why You'll Thrive at blithequark:

* Our commitment to diversity, equity, and inclusion creates a welcoming and inclusive work environment

• Our award-winning workplace culture is built on a foundation of respect, empathy, and open communication
• Our leadership development programs and training initiatives help you grow and develop your skills and expertise
• Our comprehensive benefits package and competitive salary range ensure that you're well-compensated for your hard work and dedication
• Our collaborative and dynamic work environment provides opportunities for growth, learning, and innovation

How to Apply:

If you're a motivated and experienced project management professional with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining 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 are committed to creating a workplace culture that is inclusive, respectful, and free from discrimination. If you require an accommodation during the application process, please contact us.

Work Location:

Dallas, TX (with the option to work remotely)

Schedule:

Full-time

Brand:

blithequark Corporate

Shift:

Day Job

Job Level:

Manager

Job:

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