Director, Partner & Customer Service (Remote) at blithequark

Are you a visionary leader with a passion for delivering exceptional customer and partner experiences? Do you thrive in a fast-paced, dynamic environment where innovation and collaboration drive success? If so, we invite you to join blithequark as a Director, Partner & Customer Service, leading our global contact centers and related functions to new heights.

About blithequark

At blithequark, we're not just a company – we're a community of like-minded individuals who share a passion for creating meaningful connections and delivering exceptional experiences. Our mission is to inspire and nurture the human spirit, one cup at a time. As a leader in the industry, we're committed to developing extraordinary leaders who embody our values and drive our success.

Job Summary

As a Director, Partner & Customer Service at blithequark, 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, driving the engagement, development, and performance of all members of the team.

• Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their growth and success.
• Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering 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.
• Collaborate with cross-functional teams to drive business growth, innovation, and excellence.

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 industry-leading contact center technologies and platforms.
• Experience with data analysis and interpretation, using metrics to drive business decisions.
• Strong understanding of customer experience principles and practices.
• Experience with process improvement methodologies, such as Six Sigma or Lean.

What We Offer

At blithequark, we're committed to providing a comprehensive compensation and benefits package to our eligible part-time and full-time partners. Benefits include:

• 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 life insurance and disability benefits.

Work Environment & 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 respect, empathy, and open communication, with a focus on delivering exceptional customer and partner experiences.

How to Apply

If you're a motivated and results-driven leader with a passion for delivering exceptional customer and partner experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.

Accommodations

Qualified applicants with disabilities will be considered for employment in a manner consistent with all federal, state, and local ordinances. 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

Ready to join our team and inspire with every cup? Apply now and take the first step towards a rewarding career at blithequark! Apply for this job