**Experienced Customer Experience Manager – Scaling Excellence in Support Quality and Process Improvement**

At blithequark, we're on a mission to empower local economies by revolutionizing the way we deliver goods and services. As a key member of our Drive and NBV Experience team, you'll play a pivotal role in shaping the customer experience across all inbounds to our support channels, including agents and automations. Our team is dedicated to delivering an outstanding experience as reliably as possible, and we're looking for a seasoned leader to help us scale to meet the demands of our rapid expansion. **About the Role** As a Manager, Customer Experience, you'll be responsible for driving a human touch for our consumers while ensuring that our support quality experience is exceptional for all relevant audiences, including consumers, merchants, and Dashers. You'll work closely with a large array of cross-functional partners, including Product, Analytics, Engineering, and Global Support Ops, to create new processes and improve existing ones. Your expertise will be invaluable in helping us streamline workflows, develop innovative solutions, and drive business growth. **Key Responsibilities** * Own the support quality experience for all relevant audiences, ensuring that our customers receive exceptional service and support * Contribute to the constant improvement of our processes, including streamlining workflows and product development * Work closely with cross-functional partners to create new processes and improve existing ones * Lead a team of experienced professionals in delivering exceptional customer experiences * Collaborate with leadership to develop and implement strategic plans to drive business growth * Analyze data to identify trends and areas for improvement, and develop data-driven solutions to address these issues * Develop and maintain strong relationships with stakeholders, including customers, merchants, and internal teams * Stay up-to-date with industry trends and best practices, and apply this knowledge to drive innovation and improvement **Essential Qualifications** * 5+ years of experience in a customer-facing role, with a focus on customer experience and support quality * Proven track record of driving business growth and improvement through process optimization and innovation * Strong leadership skills, with experience in managing teams and developing leaders * Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders * Analytical skills, with the ability to collect and analyze data to inform decision-making * Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines * Strong problem-solving skills, with the ability to think critically and develop creative solutions **Preferred Qualifications** * Experience working in the food delivery or logistics industry * Knowledge of customer experience and support quality best practices * Experience with process improvement and workflow optimization * Familiarity with data analysis and reporting tools, such as SQL and Excel * Experience working with cross-functional teams to drive business growth and improvement * Strong understanding of industry trends and best practices **Skills and Competencies** * Strong leadership and management skills, with the ability to motivate and develop teams * Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders * Analytical skills, with the ability to collect and analyze data to inform decision-making * Strong problem-solving skills, with the ability to think critically and develop creative solutions * Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines * Strong understanding of customer experience and support quality best practices * Familiarity with process improvement and workflow optimization * Experience working with cross-functional teams to drive business growth and improvement **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to supporting our employees' growth and development. As a Manager, Customer Experience, you'll have access to a range of learning and development opportunities, including: * Regular training and development sessions to improve your skills and knowledge * Opportunities to work on high-impact projects and initiatives * Access to mentorship and coaching from experienced leaders * A dynamic and supportive work environment that encourages collaboration and innovation * A comprehensive benefits package, including medical, dental, and vision benefits, as well as a 401(k) plan with an employer match **Work Environment and Company Culture** At blithequark, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our company culture is built on a set of core values that include: * Empowerment: We believe in empowering our employees to take ownership of their work and make decisions that drive business growth and improvement. * Innovation: We're committed to innovation and experimentation, and we encourage our employees to think creatively and develop new solutions to complex problems. * Collaboration: We believe in the power of collaboration and teamwork, and we work closely with our employees to build strong relationships and drive business growth. * Diversity and Inclusion: We're committed to creating a work environment that's inclusive and supportive of all employees, regardless of their background, experience, or perspective. **Compensation and Benefits** The base pay for this position ranges from our lowest geographical market up to our highest geographical market within California, Colorado, District of Columbia, Hawaii, New Jersey, New York, and Washington. $112,200-$165,000 USD In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. We also offer a comprehensive benefits package, including: * Medical, dental, and vision benefits * A 401(k) plan with an employer match * Paid time off and paid parental leave * Wellness benefits and a mental health program * A commuter benefit match and a range of other perks and benefits **How to Apply** If you're a motivated and experienced professional with a passion for customer experience and support quality, we'd love to hear from you. Please submit your application, including your resume and a cover letter, through our careers page. We're an equal opportunities employer, and we welcome applications from all qualified candidates. We're committed to creating a diverse and inclusive work environment, and we believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel. Thank you for considering this opportunity to join our team! We look forward to hearing from you. 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