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

Join the Blithequark Team: Where Exceptional Customer Experience Meets Innovative Leadership

At Blithequark, we're passionate about creating a unique blend of coffee culture, customer connection, and community. From our humble beginnings, we've strived to be a different kind of company – one that not only celebrates exceptional experiences but also fosters a feeling of belonging among our partners and customers. As a leader in the customer experience industry, we're now looking for a talented Director of Partner and Customer Service to join our global team.

A Leadership Role that Drives Exceptional Experiences

We're seeking an experienced leader to oversee the strategy, planning, operations, and continuous improvement of world-class customer and partner experiences through our multi-disciplinary global contact centers and related functions. As a Director of Partner and Customer Service at Blithequark, you'll be responsible for: * Developing and executing a comprehensive strategy to deliver exceptional partner and customer experiences across global contact centers * Leading cross-functional teams to design and implement world-class partner and customer experiences through people, process, and technology * Overseeing outsourced contact center functions while leveraging innovative work methodologies, process improvements, technology, and analytics & insights * Driving engagement, development, and performance of team members, with a focus on coaching, feedback, and development opportunities * Establishing and measuring key metrics, including customer and partner experience, service levels, quality, and financials

Key Responsibilities:

* Strategic Leadership: Develop and execute a comprehensive strategy to deliver exceptional partner and customer experiences across global contact centers * Team Leadership: Drive engagement, development, and performance of team members, with a focus on coaching, feedback, and development opportunities * Customer Experience: Identify, understand, and align with customer needs to develop strategy, plans, budgets, and deliver world-class operations and services * Operational Excellence: Establish, measure, and continuously improve metrics, including customer and partner experience, service levels, quality, and financials * Innovation and Improvement: Lead initiatives to identify and eliminate root causes for customer/partner pain points, scale operations through standardized processes and industry-leading digital capabilities

Requirements and Qualifications:

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

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. * Comprehensive Compensation and Benefits: Competitive pay, benefits, and perks, including 100% tuition coverage through our Blithequark College Achievement Plan * Flexible Scheduling: Flexible scheduling and opportunities for paid time off * Stock and Savings: Stock & savings programs, including our equity reward program * Hybrid Work: Flexible workplace that allows for hybrid work (up to two days per week) for partners in the greater Seattle area

Why Join Blithequark?

* Inspire with Every Cup: Join a company that's passionate about creating exceptional experiences and fostering a feeling of belonging among our partners and customers * Collaborative Culture: Work with a highly collaborative team that's driven by a shared mission and values * Innovative Leadership: Develop your leadership skills and drive business growth in a fast-paced and dynamic environment * Diverse and Welcoming Workplace: Join a company that's committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences

How to Apply:

If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity:

Blithequark is an equal opportunity employer committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. 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.

Accommodations:

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 [insert contact information]. Apply for this job