Experienced Full Stack Customer Support Manager – Digital Experience and Innovation

At blithequark, our mission is to inspire and nurture the human spirit – one individual, one cup, and one community at a time. As a leading innovator in the industry, blithequark's technologists work tirelessly to achieve this mission by harnessing cutting-edge technology and collaborating with our partners, customers, stores, roasters, and global networks. We are seeking an experienced Full Stack Customer Support Manager to join our team and contribute to our success by managing the core value, convenience, and performance of our Digital Experience and Innovation platform.

Job Summary

As a Full Stack Customer Support Manager, you will be responsible for overseeing the development and support of our digital environment, which enhances the blithequark brand and drives business growth by improving human connections, interactions, and experiences. To succeed in this role, you will need to possess significant technical expertise and experience, as well as a passion for delivering exceptional customer experiences through innovative solutions and engaging digital interactions.

Key Responsibilities

The following are the key responsibilities and fundamental work capabilities of this role:

• Oversees product planning and development through daily collaboration and decision-making with a cross-functional team including designers, engineers, developers, and business or product representatives.
• Interprets customer experience into technical requirements and product solutions.
• Drives technical solutions for large features/complex elements independently.
• Possesses in-depth knowledge of end-to-end system architecture.
• Creates data streams and provides practical and technical details on a case-by-case basis.
• Responsible for defining the acceptance criteria of an item feature.
• Accountable for documentation of requirements, and acceptance standards per process, providing guidance to others in the working group.
• Works with developers, designers, and QA to align including measuring and delivery planning.
• Ensures the design team has required information on endpoints, sources of input, and results.
• Helps resolve technical blocking issues and coordinates solutions across various technical groups.
• Performs approval of components against customer and business objectives and acceptance standards.
• Determines technical possibilities, conditions, and constraints of features with assistance from adjacent technology groups as needed.
• Identifies technical trade-offs, raises opportunities, and manages relief in collaboration with neighbor ST groups.
• Discusses directly with technology and business groups independently.
• Serves as a mentor/tutor to the team on various technical product management skills.
• Works with designers to define technical solutions for analysis definition.
• Defines product execution and effectiveness metrics that measure and benchmark product success.
• Screens include execution to identify valuable opportunities for continuous improvement.
• Drives enhancement and interaction upgrades between product, design, and development groups.
• Stays up-to-date with technology capabilities and utilizes information in contributing to product solutions. Suggests and designs innovative products and features.
• Works with product managers to scope and focus on upcoming activities in the roadmap.
• Manages a cross-group digital product guide.
• Builds compelling relationships with key internal design, product, and development groups.
• Leads and manages product backlog and requirements with our business and technology partners.
• Leads product readiness meetings collaborating with design, product, and business.

Required Information, Abilities, and Competencies

Leadership and Communication

* Show others how it's done – with confidence, an optimistic outlook, patience, genuineness, and integrity, and a strong sense of responsibility.

• Ability to 'read the room', to realize what is possible and what isn't, and to know how to navigate what is going on effectively and authentically.
• Ability to participate in difficult discussions that result in certain, significant outcomes.
• Ability to successfully navigate complex political landscapes.
• Seek and provide legitimate, straightforward feedback.
• Team building expertise.
• Ability to set expectations and hold people and colleagues accountable for their responsibilities.
• Drive that favors compromise and solution over consensus building.
• Excellent written and verbal communication.
• Excellent service skills for a wide range of commitments.

Passion and Learning Agility

* Understanding of the IT program and the portfolio management practices.

• Master-level knowledge of standards and practices for IT tasks and program lifecycle management activities and expectations.
• Clear understanding of task technical activities, including (1) project analysis and planning; (2) project, program, and portfolio planning and design; (3) system integration; (4) data migration and transfer; (5) environment management and build cycles; and (6) organization planning and execution.
• Proficiency in MS Project (Project Server) and at least one program portfolio management tool, such as MS Project Portfolio Management (PPM).
• High-level skills in the MS Office Product Suite, especially Word, Excel, and PowerPoint.

What We Offer

At blithequark, we offer a dynamic and supportive work environment that fosters growth, learning, and innovation. As a Full Stack Customer Support Manager, you will have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences through innovative solutions and engaging digital interactions. We offer a competitive salary range of $25-$35/hour, as well as a comprehensive benefits package that includes health, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences through innovative solutions and engaging digital interactions, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your qualifications and experience. We look forward to hearing from you! Apply Now! Apply for this job