Experienced Director of Partner and Customer Service - Remote Leadership Role in Global Contact Centers and Customer Experience

Join the blithequark Team: Leading the Way in Exceptional Customer and Partner Experiences

At blithequark, we're passionate about creating a unique connection with our customers and partners. Our company was founded on the principles of celebrating excellence and bringing people together through outstanding service. We're now looking for a talented Director of Partner and Customer Service to lead our global contact centers and customer experience teams. As a key leader at blithequark, you will be responsible for developing and implementing strategies to deliver world-class customer and partner experiences through our multi-disciplinary global contact centers and related functions. This is a unique opportunity to leverage innovative work methodologies, process improvements, technology, and analytics & insights to drive operational excellence and exceptional partner and customer experiences.

About the Role

We're seeking a seasoned professional with a proven track record in leading contact centers and customer experience centers. As our Director of Partner and Customer Service, you will be responsible for: * Developing and executing strategies to deliver exceptional customer and partner experiences through global contact centers and related functions * Leading cross-functional teams to identify and eliminate root causes for customer/partner pain points, scaling operations through standardized processes and industry-leading digital capabilities * Driving business growth and transformation through continuous improvement initiatives, leveraging Lean, Six Sigma, or similar methodologies * Building, scaling, and leading large teams, including outsource agents, and developing leaders and managers * Communicating complex ideas and concepts to diverse audiences, adjusting communication style to create relatable content for collaboration

Key Responsibilities

* **Strategy and Planning**: Develop and execute strategies to deliver world-class customer and partner experiences through global contact centers and related functions * **Team Leadership**: Model leadership behaviors grounded in blithequark's Mission and Values, driving engagement, development, and performance of team members * **Operations Management**: Oversee the operations of global contact centers with multiple channels supporting categories, including retail, customer relations, human resources, facilities/equipment, and technology support * **Process Improvement**: Identify and eliminate root causes for customer/partner pain points, scaling operations through standardized processes and industry-leading digital capabilities * **Financial Management**: Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials

Requirements and Qualifications

* **Experience**: 10 years of experience leading contact centers and/or customer experience centers, with 5+ years of experience leading contact centers in an outsourced environment preferred * **Education**: Master's degree preferred * **Skills and Competencies**: + Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology + Experience developing and implementing operations improvement strategies for global contact centers + Comfortable with a fast-paced environment and all aspects of change management + Progressive experience in building, scaling, and leading large teams, including outsource agents, and developing leaders and managers + Experience leading transformation and continuous improvement initiatives + Progressive experience with storytelling/communicating complex ideas and concepts and adjusting communication style to create relatable content for diverse audiences to gain collaboration + Has experience leveraging Lean, Six Sigma, or similar methodologies + Demonstrated track record of results and improvements

What We Offer

At blithequark, we're committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that this enables us to better meet our mission and values while serving customers throughout our global communities. * **Compensation and Benefits**: Competitive pay, comprehensive benefits package, including 100% tuition coverage, health coverage, stock & savings programs, and flexible scheduling * **Work Environment**: Flexible workplace that allows for hybrid work, with opportunities for paid time off and professional growth * **Diversity and Inclusion**: We're committed to creating a diverse and welcoming workplace, and we encourage people of color, women, LGBTQIA+, veterans, and persons with disabilities to apply

How to Apply

If you're passionate about delivering exceptional customer and partner experiences and have a proven track record in leading contact centers and customer experience centers, we want to hear from you! Apply today to join our team and inspire with every interaction. 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. We're committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us. We look forward to welcoming you to our team! Apply for this job