Senior Director, Customer Operations Support – Driving Excellence in Customer Experience

Are you a seasoned leader with a passion for driving customer excellence? Do you have a proven track record of leading high-performing teams and developing strategic initiatives that drive business growth? If so, we invite you to join blithequark as a Senior Director, Customer Operations Support. In this critical role, you will lead a team of professionals in the CS Operations Partner Development, providing strategic recommendations to Senior Leadership on key business decisions and objectives. You will be responsible for executing on the outsource contract strategy, leading market analysis to find potential suppliers, and overseeing the Invoice team that audits and processes business partner invoices.

About blithequark

blithequark is a leading organization that powers and empowers how people live, work, and play by connecting them to what brings them joy. We are a community of people who anticipate, lead, and believe that listening is where learning begins. Our V Team is a collaborative and inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

Key Responsibilities

As a Senior Director, Customer Operations Support, you will be responsible for:

• Leading a team of professionals in the CS Operations Partner Development, providing strategic recommendations to Senior Leadership on key business decisions and objectives
• Executing on the outsource contract strategy, leading market analysis to find potential suppliers, and overseeing the Invoice team that audits and processes business partner invoices
• Developing and drafting external-facing documentation, ensuring adherence to all relevant legal and compliance standards
• Collaborating cross-functionally on various projects and initiatives in a matrix environment
• Presenting ideas and complex information to various levels, including C-suite, effectively
• Communicating Scale & Impact of risk items to projects and executing Mitigations
• Being accountable for transformational cost savings $5-10M annually via process improvements
• Driving continuous improvement of our global customer service technology ecosystem through strategic tool recommendations
• Ensuring VCG Security Compliance by coordinating timely mitigation of security findings and managing global clearance procedures
• Managing the invoice team to ensure timely processing and auditing of partner invoices, identifying cost-saving opportunities
• Leading a project team to optimize workforce distribution, including new site launches, work movements, and closures
• Overseeing and managing the outsource contract strategy, including market analysis and vendor selection

Requirements

To be successful in this role, you will need:

• Bachelor's degree or equivalent years of experience
• 8+ years of relevant experience
• 5+ years of people management and leadership experience
• Experience leading organizations of 50 employees or more
• Experience with outsourcing and vendor management
• Strong financial acumen and experience managing budgets
• Experience in Customer Facing Telecommunications, including customer service, tech support, social media, and messaging
• Proven track record of engagement and influence with all levels of the organization, including senior VPs
• Process Improvement, Innovation, and Project Management experience
• Flexibility to work nights and/or weekends and holidays per business needs
• Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for execution
• Strong logic, quantitative, and analytical skills; deductive reasoning and problem-solving skills
• Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information
• Ability to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectively

Preferred Qualifications

* Operations background is a plus

• Experience with Google Office Suite
• Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely
• Demonstrated organizational, interpersonal, and negotiation skills
• Experience collaborating across different functional areas
• Ability to thrive in a fast-paced, dynamic work environment
• Agile Certification
• Ability to travel internationally and domestically, per business needs (25%-50%)

Work Environment and Culture

In this hybrid role, you will have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager. You will be part of a collaborative and inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

Compensation and Benefits

We offer a competitive salary, plus a comprehensive benefits package that includes:

• Health and wellness benefits
• Short-term incentives
• 401(k) Savings Plan
• Stock incentive programs
• Paid time off
• Parental leave
• Adoption assistance
• Tuition assistance
• Other incentives

Equal Employment Opportunity

We are proud to be an equal opportunity employer and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At blithequark, we know that diversity makes us stronger, and we are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.

How to Apply

If you have the skills and passion we're looking for, please submit your application today. We look forward to hearing from you! Apply To This Job Apply for this job