Director, Partner & Customer Service - Shaping Exceptional Customer Experiences in a Dynamic Global Environment at blithequark

Transforming Customer Experience through Innovative Leadership

In a world where customer experience is paramount, blithequark is at the forefront of revolutionizing how businesses interact with their customers. With a rich history of developing extraordinary leaders who are passionate about delivering exceptional service, blithequark is now seeking a visionary Director, Partner & Customer Service to spearhead its customer experience initiatives. As a key leadership role, this position is responsible for crafting and implementing strategies that drive world-class customer and partner experiences through multi-disciplinary global contact centers and related functions.

About the Role

The Director, Partner & Customer Service at blithequark will be instrumental in shaping the company's customer experience landscape. This role encompasses overseeing the strategy, planning, operations, delivery, programs, financials, and continuous improvement of customer and partner experience. The ideal candidate will have a proven track record of leading contact centers and customer experience centers, with a keen eye for innovation and process improvement.

Key Responsibilities

• Model leadership behaviors grounded in blithequark's Mission and Values, driving team engagement, development, and performance.
• Set goals and provide coaching, feedback, and development opportunities to team members.
• Develop strategies, plans, and budgets to deliver world-class operations and services, aligning with customer needs.
• Establish and continuously improve metrics for customer and partner experience, service levels, quality, and financials.
• Lead initiatives to eliminate customer/partner pain points, scale operations through standardized processes, and leverage industry-leading digital capabilities.
• Drive business growth through collaborative teamwork, adhering to blithequark's guiding principles.

Essential Qualifications

To excel in this role, you should possess:

• A minimum of 10 years' experience in leading contact centers and/or customer experience centers.
• Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology.
• Experience in developing and implementing operations improvement strategies for global contact centers.
• A proven track record of building, scaling, and leading large teams, including outsource agents, and developing leaders and managers.
• Experience with Lean, Six Sigma, or similar methodologies.
• A Master's degree is preferred.

Preferred Qualifications

• 5+ years' experience leading contact centers in an outsourced environment.
• Comfortable with a fast-paced environment and adept at change management.
• Excellent storytelling and communication skills, with the ability to adjust communication style for diverse audiences.

Skills and Competencies

The ideal candidate will possess a unique blend of skills and competencies, including:

• Strong leadership and team management capabilities.
• Strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to drive business results through data-driven insights.
• Adaptability and resilience in a dynamic environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our partners. As a Director, Partner & Customer Service, you will have opportunities to:

• Develop your leadership skills through training and mentorship programs.
• Stay abreast of industry trends and best practices through continuous learning initiatives.
• Collaborate with cross-functional teams to drive business outcomes.

Work Environment and Company Culture

blithequark is a dynamic and inclusive workplace that values diversity and promotes a culture of collaboration and innovation. As a remote role, you will have the flexibility to work from anywhere, while still being an integral part of our global team. For those based in the greater Seattle area, we offer a flexible workplace that allows for hybrid work arrangements, with the option to work remotely up to two days per week.

Compensation, Perks, and Benefits

We offer a comprehensive compensation and benefits package, including:

• Competitive pay.
• A range of health coverage plans.
• 100% tuition coverage through our College Achievement Plan.
• Stock and savings programs, including our equity reward program.
• Flexible scheduling and opportunities for paid time off.

Join Our Team

If you are a passionate and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. Our commitment to creating a diverse and welcoming workplace means that we welcome applicants from diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.

At blithequark, we are dedicated to providing equal employment opportunities and will consider qualified applicants with criminal histories 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.

Join us and inspire with every cup. Apply today and be part of shaping the future of customer experience at blithequark!