Experienced Customer Service Next Gen Technology Delivery Lead - Driving Experience and Innovation at blithequark

Join the Experience Agency: blithequark

At blithequark, we're not just about delivering technology solutions; we're about crafting meaningful experiences that transform lives. As a pioneering force in the industry, we're committed to empowering our clients through innovative products, services, and campaigns that resonate with their audiences. Our unique blend of strategy, service experience design, and technology expertise enables us to drive lasting growth and make a tangible impact.

About the Role: Customer Service Next Gen Technology Delivery Lead

We're seeking a highly skilled and results-driven Delivery Lead and Service Technology Architect to join our dynamic team at blithequark. As a key player in our organization, you'll be responsible for overseeing the design and success of technology-focused Service Experience programs, fostering strong client relationships, and driving project delivery. If you're a seasoned professional with a passion for innovation and a proven track record in managing complex technology projects, we want to hear from you.

Key Responsibilities:

• Lead the end-to-end delivery lifecycle of complex, global, and large-scale Service technology solutions, ensuring seamless integration across customer channels, service center backoffice, and field service solutions.
• Develop and maintain strong working relationships with senior management teams, identifying opportunities for follow-on projects and driving business growth.
• Contribute to the development of platform migration and global rollout strategies, working closely with software and technology partners to design and deliver Service-focused solutions.
• Plan and estimate delivery work using Agile methodologies, focusing on project milestones, resource planning, scope, budget, risk identification, and mitigation planning.
• Manage day-to-day on-shore and off-shore project teams, ensuring effective collaboration and timely project delivery.
• Drive project ideation, gathering high-level business requirements, defining detailed requirements, and developing strategic vision and creative UI/UX design.
• Interact with client stakeholders to secure business justification, funding, scope, and timeline approvals.
• Contribute to the ongoing development of solution/program offering approaches, methodologies, techniques, and business development tools.

Essential Qualifications:

• Minimum 5+ years of experience leading the successful delivery of Service Experience platform and operations projects.
• Minimum 5+ years of experience delivering projects that integrate one or more of the following functional capabilities:
  • Customer Service Channels (B2C, B2B)
  • Cross-channel (Web, Mobile, Voice, Assistant)
  • Service Experiences
  • Service Delivery Technology Platforms (Service Center, Call Center, Field Service Operations)
  • Service Delivery enablement (field worker, 3rd party service management)
  • AI-powered service operations
• Strong understanding of project management methodologies, including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings.
• Exceptional leadership and communication skills, with the ability to effectively manage client accounts and multidisciplinary teams.

Preferred Qualifications:

• Minimum 5 years of experience with both Waterfall and Agile SDLC, implementing large, complex web sites, commerce applications, or marketing automation platforms.
• Experience implementing comprehensive service center and field service software suites, such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, or Twilio.
• Experience with Service channel experience design, implementation, and execution.
• Experience in algorithmic decisioning or interactive management.
• Strong understanding of PCI/PII security and data privacy requirements.
• Experience defining, designing, and implementing a development architecture leveraging CI/CD principles.

What We Offer

At blithequark, we're committed to creating a work environment that's inclusive, innovative, and empowering. As a member of our team, you'll have access to:

• Career growth opportunities and professional development programs.
• A culture that values diversity, equity, and inclusion.
• Competitive compensation and benefits packages.
• A collaborative and dynamic work environment.
• Opportunities to work on high-impact projects that drive business growth and make a tangible difference.

Compensation and Benefits

Our compensation packages are designed to be competitive and rewarding, reflecting the value we place on our employees' contributions. While compensation varies depending on factors such as location, role, and experience, we're committed to providing a reasonable range of compensation for our roles. Benefits include access to comprehensive health insurance, retirement plans, and paid time off, among others.

Our Culture and Values

At blithequark, we're driven by a shared purpose: to deliver on the promise of technology and human ingenuity. We believe in fostering a culture that's inclusive, innovative, and collaborative, where every individual can thrive and make a meaningful contribution. Our values are centered around creating 360° value for our clients, people, and communities, and we're committed to making a positive, lasting impact.

Why Join blithequark?

If you're a motivated and talented professional looking to make a difference, we invite you to join our team at blithequark. As a Customer Service Next Gen Technology Delivery Lead, you'll have the opportunity to drive innovation, lead complex projects, and collaborate with exceptional people. Together, let's create positive, long-lasting value and shape the future of our industry.

Apply now and become part of our journey to create meaningful experiences that transform lives.