Director, Partner & Customer Service – Global Contact Center and Customer Experience Leadership (Remote)

Introduction to blithequark

At blithequark, we are passionate about creating a unique and exceptional experience for our partners and customers. From the beginning, we set out to be a different kind of company, one that celebrates connection and community. We are known for developing extraordinary leaders who share this passion and are guided by their service to others. As a leader in our industry, we are committed to innovation, excellence, and making a positive impact on the lives of our partners and customers.

About the Role

We are recruiting for a key leadership role – Director, Partner & Customer Service. This leader will be responsible for the strategy, planning, operations, delivery, programs, financials, and continuous improvement of world-class customer and partner experience through multi-disciplinary global contact centers and related functions. This includes oversight of outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights to deliver exceptional partner and customer experiences and operational excellence.

Key Responsibilities

• Model leadership behaviors that are grounded in blithequark's Mission and Values, driving the engagement, development, and performance of all members of the team.
• Set goals and actively provide partners with coaching, feedback, and development opportunities to ensure their growth and success.
• Identify, understand, and align with customer needs, developing strategy, plans, budgets, and delivering world-class operations and services.
• Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials.
• Lead initiatives to identify and eliminate root causes for customer/partartner pain points, scale operations through standardized processes and industry-leading digital capabilities, consistently deliver exceptional customer/partner experiences, and seamlessly integrate business change(s) into all aspects of contact center operations.

Requirements and Qualifications

We are looking for a seasoned leader with a passion for delivering exceptional customer and partner experiences. The ideal candidate will have:

• 10 years' experience leading contact centers and/or customer experience centers, with a proven track record of success.
• 5+ years' experience leading contact centers in an outsourced environment, with a deep understanding of the complexities and challenges of managing external partners.
• Progressive experience in designing and implementing world-class partner and customer experiences through people, process, and technology, with a focus on innovation and continuous improvement.
• Experience developing and implementing operations improvement strategies for global contact centers, with a strong understanding of metrics and analytics.
• Comfortable with a fast-paced environment and all aspects of change management, with the ability to adapt and thrive in a rapidly changing landscape.
• Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers, with a focus on talent development and growth.
• Experience leading transformation and continuous improvement initiatives, with a proven track record of results and improvements.
• 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, with a focus on process improvement and efficiency.
• Demonstrated track record of results and improvements, with a strong understanding of metrics and analytics.
• Master's degree preferred, with a focus on business, leadership, or a related field.

Skills and Competencies

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

• Strong leadership and management skills, with the ability to inspire and motivate teams.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with partners, customers, and stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and develop innovative solutions.
• Ability to work in a fast-paced environment, with a focus on adaptability and flexibility.
• Strong understanding of contact center operations, with a focus on metrics, analytics, and process improvement.
• Experience with technology and digital platforms, with a focus on innovation and continuous improvement.

Career Growth and Development

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

• Leadership development programs, with a focus on building skills and competencies.
• Coaching and mentoring, with a focus on personalized growth and development.
• Opportunities for advancement, with a focus on career growth and progression.
• Access to a range of training and development resources, including online courses, workshops, and conferences.

Work Environment and Culture

At blithequark, we are proud of our unique and inclusive culture. As a Director, Partner & Customer Service, you will be part of a dynamic and collaborative team, with a focus on:

• Teamwork and collaboration, with a focus on building strong relationships and achieving common goals.
• Innovation and creativity, with a focus on developing new and innovative solutions.
• Diversity and inclusion, with a focus on creating a welcoming and inclusive environment for all partners.
• Community involvement, with a focus on giving back to the community and making a positive impact.

Compensation and Benefits

At blithequark, we offer a comprehensive compensation and benefits package, including:

• Competitive salary and bonus structure, with a focus on recognizing and rewarding outstanding performance.
• Comprehensive benefits package, including health, dental, and vision coverage, as well as retirement savings and stock options.
• Flexible scheduling and opportunities for paid time off, with a focus on work-life balance and well-being.
• Access to a range of perks and discounts, including free coffee, discounts on products and services, and more.

Conclusion

If you are a motivated and experienced leader, with a passion for delivering exceptional customer and partner experiences, we encourage you to apply for this exciting opportunity. As a Director, Partner & Customer Service at blithequark, you will be part of a dynamic and collaborative team, with a focus on innovation, excellence, and making a positive impact on the lives of our partners and customers. Apply today and join our team of extraordinary leaders!

blithequark is 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. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. blithequark is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at [email protected]