Director, Partner & Customer Service - Shaping Exceptional Customer Experiences at blithequark

Transforming Customer Experience through Innovative Leadership

In a world where customer expectations are continuously evolving, blithequark is at the forefront of redefining the customer experience landscape. With a legacy of being a different kind of company, one that not only focuses on its core business but also on bringing people together through a shared passion, blithequark is now seeking an exceptional leader to drive its Partner & Customer Service to new heights. As a Director, Partner & Customer Service, you will be instrumental in crafting and delivering world-class customer and partner experiences, leveraging multi-disciplinary global contact centers and related functions.

About the Role

The Director, Partner & Customer Service at blithequark is a key leadership role that encompasses the strategy, planning, operations, delivery, programs, financials, and continuous improvement of customer and partner experiences. This involves overseeing outsourced contact center functions and utilizing innovative methodologies, process improvements, technology, and analytics to achieve operational excellence and exceptional customer experiences. The role demands a leader who can model blithequark's Mission and Values, drive team engagement and development, and align with customer needs to deliver world-class operations and services.

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 partners.
• Develop strategy, plans, and budgets that align with customer needs, delivering world-class operations and services.
• Establish and continuously improve metrics related to customer and partner experience, service levels, quality, and financials.
• Lead initiatives to eliminate customer/partner pain points, scale operations through standardized processes and digital capabilities, and integrate business changes into contact center operations.
• Work collaboratively as part of an energetic and fun team, driving the business forward in accordance with blithequark's guiding principles.

Essential Qualifications

To excel in this role, you should have:

• A minimum of 10 years of experience 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 change management, Lean, Six Sigma, or similar methodologies.
• Excellent storytelling and communication skills, with the ability to adjust your style to diverse audiences.
• A Master's degree is preferred.

Preferred Qualifications

• 5 years of experience leading contact centers in an outsourced environment.
• Experience leading transformation and continuous improvement initiatives.
• A demonstrated track record of results and improvements.

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.
• The ability to work in a fast-paced environment and manage change effectively.
• A customer-centric approach with a focus on delivering exceptional experiences.
• Proficiency in leveraging technology and analytics to drive business decisions.

Career Growth and Learning Benefits

At blithequark, you will not only be taking on a challenging role but also have the opportunity to grow professionally and personally. The company offers a dynamic work environment that fosters learning and development, with opportunities to:

• Develop your leadership skills through various training programs.
• Expand your knowledge in customer experience, contact center operations, and related fields.
• Network with professionals across different departments and levels.

Work Environment and Culture

blithequark prides itself on its inclusive and diverse workplace culture, where partners from various backgrounds and experiences come together to achieve a common mission. As a remote role, you will enjoy the flexibility of working from anywhere while being part of a collaborative and fun team. For those based in the greater Seattle area, blithequark offers a flexible workplace that allows for hybrid work arrangements, including working remotely up to two days per week.

Compensation, Perks, and Benefits

blithequark offers a comprehensive compensation and benefits package that includes:

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

Join blithequark and Make a Difference

If you are a motivated and innovative leader looking to make a significant impact in customer experience and contact center operations, we encourage you to apply for the Director, Partner & Customer Service role at blithequark. With your expertise and our company's commitment to excellence, together, we can inspire with every cup and create a more welcoming and inclusive environment for our customers and partners.

blithequark is an equal-opportunity employer committed to creating a diverse and welcoming workplace. We welcome applications from people of color, women, LGBTQIA individuals, veterans, and persons with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.