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

Introduction to blithequark

At blithequark, we are driven by a passion to create a unique and enriching experience for our customers and partners. From the beginning, we set out to be a different kind of company, one that not only celebrates our products and traditions but also fosters a sense of 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 creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences.

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 strategies, 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/partner 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 strong background in contact center and customer experience management. The ideal candidate will have:

• 10 years' experience leading contact centers and/or customer experience centers, with a proven track record of delivering exceptional customer experiences and driving business results.
• 5+ years' experience leading contact centers in an outsourced environment, with a deep understanding of the complexities and challenges of managing outsourced teams.
• 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 process optimization and efficiency.
• Comfortable with a fast-paced environment and all aspects of change management, with the ability to adapt to changing circumstances and priorities.
• Progressive experience in building, scaling, and leading large teams (including outsource agents) and developing leaders and managers, with a focus on talent development and succession planning.
• Experience leading transformation and continuous improvement initiatives, with a strong understanding of Lean, Six Sigma, or similar methodologies.
• Demonstrated track record of results and improvements, with a focus on delivering exceptional customer experiences and driving business results.
• Master's degree preferred, with a strong educational foundation in business, operations, or a related field.

Skills and Competencies

To be successful in this role, you will need to possess a range of skills and competencies, including:

• Strong leadership and management skills, with the ability to inspire and motivate teams to deliver exceptional results.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, partners, and stakeholders.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions.
• Ability to work in a fast-paced environment, with a focus on adaptability and flexibility.
• Strong understanding of contact center operations and customer experience management, with a focus on innovation and continuous improvement.
• Experience with Lean, Six Sigma, or similar methodologies, with a focus on process optimization and efficiency.

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, designed to help you build your skills and expertise as a leader.
• Coaching and mentoring, with a focus on helping you achieve your career goals and aspirations.
• Opportunities for advancement, with a focus on promoting from within and developing our internal talent.
• Access to a range of training and development resources, including online courses, workshops, and conferences.

Work Environment and Company Culture

At blithequark, we are proud of our unique and inclusive company culture. As a partner, you will be part of a dynamic and supportive team, with a focus on collaboration, innovation, and continuous improvement. Our company culture is built around our Mission and Values, which include:

• A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace for all partners.
• A focus on customer obsession, with a commitment to delivering exceptional customer experiences and driving business results.
• A culture of innovation and continuous improvement, with a focus on staying ahead of the curve and driving growth and success.
• A commitment to partner development and growth, with a focus on helping our partners achieve their career goals and aspirations.

Compensation and Benefits

At blithequark, we offer a comprehensive compensation and benefits package, designed to attract and retain the best talent in the industry. Our package includes:

• Competitive salary and bonus structure, with a focus on rewarding performance and driving business results.
• Comprehensive benefits package, including health, dental, and vision insurance, as well as a range of other benefits and perks.
• Opportunities for advancement and career growth, with a focus on promoting from within and developing our internal talent.
• Access to a range of training and development resources, including online courses, workshops, and conferences.
• A flexible and supportive work environment, with a focus on work-life balance and employee well-being.

Conclusion

If you are a motivated and experienced leader, with a passion for delivering exceptional customer experiences and driving business results, 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 supportive team, with a focus on innovation, continuous improvement, and customer obsession. Apply today and join our team of dedicated and passionate partners, who are committed to making a difference and driving success.