Experienced Senior Manager, Global Training Delivery Management – Customer Service Excellence at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving global training initiatives that drive business results? If so, we invite you to join blithequark's Customer Service team as a Senior Manager, Global Training Delivery Management. In this critical role, you will lead a large team of trainers and support staff across the globe, partnering with program leaders, training designers, and operations teams to ensure the quality, productivity, and management of all new-hires in their first weeks at blithequark.

About blithequark

At blithequark, we're committed to being the most customer-centric company on earth. We believe that our customers are at the heart of everything we do, and we're dedicated to delivering exceptional experiences that exceed their expectations. Our Customer Service team is a critical part of this effort, and we're seeking a talented leader to join our team and help us achieve our goals.

A Day in the Life

As a Senior Manager, Global Training Delivery Management, you will be responsible for leading a team of 400+ trainers across the globe. You will embody blithequark's leadership principles, partnering closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers. You will establish and achieve customer service quality goals for trainees over their first 300+ contacts, improve global trainer productivity by eliminating waste and developing mechanisms, and report to senior leaders on training completion, quality, and productivity.

Key Responsibilities

* Lead an organization of 400+ trainers across the globe

• Embody blithequark's leadership principles to be a leader of leaders
• Partner closely with Workforce Staffing, Capacity Planning, and Operations to ensure new-hires are trained and ready to support customers
• Establish and achieve customer service quality goals for trainees over their first 300+ contacts
• Improve global trainer productivity by eliminating waste and developing mechanisms
• Report to senior leaders on training completion, quality, and productivity
• Develop emergency response mechanisms to provide on-demand training services 24/7/365
• Own new-hire associate experience and enable blithequark to strive to be Earth's Best Employer

Benefits Summary

At blithequark, we offer 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

Basic Qualifications

* 10+ years' experience in Customer Service operations, training, or program management

• Experience supporting large and distributed employee work groups globally, including a remote workforce
• Superior analytical skills
• Expert in the principles and processes of an inbound contact center
• Bachelor's Degree

Preferred Qualifications

* 5+ years' experience in training or a related field

• Proven track record of developing mechanisms to scale globally
• Strong writing skills and experience presenting to senior leaders

Compensation

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $123,900/year in our lowest geographic market up to $204,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. blithequark is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

Why Join blithequark?

At blithequark, we're committed to creating a diverse and inclusive workplace where everyone can thrive. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you're passionate about delivering exceptional customer experiences and want to make an impact on a global scale, we invite you to join our team.

How to Apply

If you're ready to take your career to the next level and join a team of talented professionals who share your passion for customer service, apply now! Please visit our career site to submit your application. Apply Job! Apply for this job