Director, Partner & Customer Service (Remote) – Lead the Way in Delivering Exceptional Experiences at blithequark

Are you a visionary leader with a passion for crafting exceptional customer and partner experiences? Do you thrive in a dynamic, fast-paced environment where innovation and collaboration come together to drive business growth? If so, we invite you to join blithequark as our 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 with every interaction. Our commitment to excellence is rooted in our values of service, quality, and innovation. We're dedicated to creating a workplace that's inclusive, supportive, and empowering, where every team member can grow and thrive.

Job Summary

As our Director, Partner & Customer Service, you'll be responsible for leading the strategy, planning, and operations of our global contact centers, ensuring that we deliver world-class customer and partner experiences that exceed expectations. You'll work closely with cross-functional teams to drive business growth, improve operational efficiency, and foster a culture of innovation and excellence.

Key Responsibilities

* Develop and implement strategic plans to drive customer and partner experience excellence, aligned with blithequark's mission and values

• Lead the development and execution of operational plans, budgets, and metrics to ensure seamless delivery of services and continuous improvement
• Collaborate with cross-functional teams to identify and eliminate root causes of customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities
• Establish and continuously improve metrics, including customer and partner experience, service levels, quality, and financials
• Drive the engagement, development, and performance of all team members, providing coaching, feedback, and development opportunities to ensure their growth and success
• Model leadership behaviors that are grounded in blithequark's Mission and Values, fostering a culture of inclusivity, respect, and empowerment
• Develop and implement operations improvement strategies for global contact centers, leveraging innovative work methodologies, process improvements, technology, and analytics & insights
• Lead initiatives to consistently deliver exceptional customer/partner experiences, seamlessly integrating business change(s) into all aspects of contact center operations

Essential Qualifications

* 10 years of experience leading contact centers and/or customer experience centers

• 5 years of 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 solutions and digital transformation initiatives
• Experience with data analytics and business intelligence tools
• Certification in customer experience, contact center management, or a related field

What We Offer

At blithequark, we're committed to providing a comprehensive compensation and benefits package that supports the well-being and growth of our team members. Benefits include:

• Competitive pay and bonuses
• 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 employee assistance program (EAP)
• Access to our employee wellness program, including fitness classes, mental health resources, and more

Work Environment and Culture

As a remote team member, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. Our culture is built on the principles of inclusivity, respect, and empowerment, where every team member is valued and encouraged to grow and contribute.

How to Apply

If you're a motivated and experienced leader who is passionate about delivering exceptional customer and partner experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, supportive, and empowering, where every team member can grow and thrive.

Accommodations

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 Now

Don't miss this opportunity to join a dynamic and innovative team that's shaping the future of customer experience. Apply now to become our Director, Partner & Customer Service and help us deliver exceptional experiences that inspire and delight our customers. Apply for this job