Experienced Senior Manager, Customer Care and Partner Service Leader - Remote Opportunity in the U.S.

Introduction to blithequark

At blithequark, we are driven by a passion to connect people and make a difference in their lives. As a leader in our industry, we have always strived to be a different kind of company, one that celebrates the rich traditions of our craft while bringing people together. We are known for developing extraordinary leaders who share our passion and are guided by their service to others. Our mission is to inspire and nurture the human spirit, and we are committed to creating a workplace that is welcoming, inclusive, and diverse.

About the Role

We are recruiting a dynamic leader for the Senior Manager, Customer Care position on our Partner and Customer Service team. This leader will guide and support an experienced team dedicated to resolving escalated customer service issues, managing executive escalations, supporting social care strategy, and ensuring crisis communications are met according to defined standards. The Senior Manager will empower partners with the necessary tools, resources, and protocols to deliver exceptional service and exceed expectations. This role comes with increased leadership responsibilities, including generating insights and collaborating with internal and external stakeholders for short- and long-term strategies, fostering continuous improvement, and driving innovation.

Key Responsibilities

• Model leadership behaviors that are grounded in blithequark's Mission and Values, providing partners with coaching, feedback, and developmental opportunities, and building effective teams.
• Manage, develop, and implement new processes to address escalations and highly visible mentions, providing customer care and executive escalations insights, messaging guidance, and response recommendations across teams.
• Partner closely with public affairs, social marketing, risk, and legal teams to develop cohesive engagement tactics, social moderation, and crisis management guides.
• Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media, and addressing important mentions in real-time through documentation.
• Perform research, listening, and performance analysis to inform strategies and storytelling insights through data, collaborating and establishing partnerships with support and business units to continuously innovate and redesign processes to better serve our customers and partners.

Qualifications and Requirements

We are looking for a highly experienced and skilled leader with a strong background in customer care and partner service. The ideal candidate will have:

• A Bachelor's degree or significant relevant experience in a related field.
• Professional experience managing branded channels across multiple social media platforms.
• 5+ years of experience managing successful teams, with a proven track record of delivering results and driving growth.
• 5+ years of general business experience in large, matrixed organizations, with a strong understanding of cross-functional initiatives and change management.
• Strong organizational planning, development, and business judgment, with the ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes.
• Demonstrated history of delivering innovative solutions, with experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
• Strong awareness of emerging trends and analyzing data to provide actionable insights, with the ability to distinguish between an interesting fact and an actionable insight.
• Strong reporting skills, with the ability to clearly summarize data into MBR reports.
• People management skills, with a consistent and strong ability to collaborate, galvanize, lead, and inspire cross-functional teams.

Essential Skills and Competencies

The successful candidate will possess excellent communication, leadership, and problem-solving skills, with the ability to work in a fast-paced environment and prioritize multiple tasks and projects. They will be a strategic thinker, with a strong understanding of the industry and the ability to drive innovation and growth. They will also be a collaborative leader, with a strong ability to build and maintain relationships with internal and external stakeholders.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our partners. We offer a range of training and development programs, including leadership development, mentorship, and coaching. We also provide opportunities for career advancement, with a strong focus on promoting from within. Our partners have access to a range of benefits, including tuition reimbursement, health coverage, and stock and savings programs.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and collaborative. We are a company that values diversity, equity, and inclusion, and we are committed to creating a workplace that is welcoming and inclusive to all. We offer a range of perks and benefits, including flexible scheduling, paid time off, and a comprehensive compensation and benefits package. We are also committed to giving back to our communities, with a strong focus on social responsibility and sustainability.

Compensation, Perks, and Benefits

We offer a competitive compensation and benefits package, including:

• 100% tuition coverage through our blithequark College Achievement Plan.
• Health coverage with a variety of plans to choose from.
• Stock and savings programs, including our equity reward program.
• Flexible scheduling and opportunities for paid time off.
• A comprehensive compensation and benefits package, with a range of perks and benefits.

Conclusion

If you are a motivated and experienced leader looking for a new challenge, we encourage you to apply for the Senior Manager, Customer Care position at blithequark. This is a unique opportunity to join a dynamic and growing company, with a strong focus on customer care and partner service. We are committed to creating a workplace that is welcoming, inclusive, and diverse, and we look forward to hearing from you.

blithequark is an equal opportunity employer, and we welcome applications from qualified candidates of all backgrounds. We are committed to creating a diverse and inclusive workplace, and we encourage applications from people of color, women, LGBTQIA+, veterans, and persons with disabilities.

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 [insert contact information].