**Experienced Full Stack Manager, Customer Experience Partner Success – Global Support Operations**

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where no two days are ever the same? If so, we invite you to join our team at blithequark as a Manager, Customer Experience Partner Success. This exciting opportunity will challenge you to drive quality improvements, optimize support operations, and foster a culture of excellence across our global network of support centers. **About blithequark** At blithequark, we're revolutionizing the way people live, work, and interact with each other. Our mission is to empower local economies by providing innovative solutions that make a real difference in people's lives. We're a technology and logistics company that's constantly evolving, and we're looking for talented individuals like you to help us shape the future. **About the Role** As a Manager, Customer Experience Partner Success, you'll play a critical role in ensuring that our international last-mile logistics platform delivers an outstanding customer experience. You'll partner with support partners (BPOs) to drive quality improvements, optimize support operations, and enhance the overall customer support experience. Your expertise will be instrumental in identifying areas for improvement, developing and implementing quality monitoring programs, and collaborating with training and content teams to reinforce compliance with new launches, processes, and policies. **Key Responsibilities** * Create new and use existing reporting to identify areas to improve performance metrics and productivity through quality monitoring * Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents) * Partner with training and content to reinforce compliance with new launches, processes, and policies * Maintain multiple sites quality performance within a calibrated target * Perform business review with Support Partner Teams * Identify, recommend, and formulate process and project improvements * Work cross-functionally to identify areas of opportunity for blithequark to improve its business by understanding customer needs * Identify and report on trends early and often * Other projects assigned by management or as needed * This role may require 20% travel (International and Domestic) **Essential Qualifications** * BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas * 3+ years of support operations experience managing support KPIs such as CSAT * Proven track record of driving operations excellence and quality improvements across multiple support sites * Analytical and data-driven, with experience distilling large data sets to actionable insights – root cause analysis is your specialty * Strong written, verbal, and visual communication skills, with the ability to present complex information clearly and concisely * Well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities * Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously * Owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better **Preferred Qualifications** * Experience working with BPOs and managing support partner relationships * Knowledge of support operations metrics and KPIs, including CSAT, FCR, and first response time * Familiarity with quality monitoring programs and processes * Experience with training and content development, including creating and delivering training programs for support teams * Strong understanding of customer needs and preferences, with the ability to identify areas for improvement and develop solutions to meet those needs **Skills and Competencies** * Strong analytical and problem-solving skills, with the ability to distill complex data sets into actionable insights * Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders * Strong project management skills, with the ability to prioritize tasks, manage multiple deadlines, and meet project goals * Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and requirements * Strong attention to detail and organizational skills, with the ability to maintain accurate records and reports * Ability to travel up to 20% of the time, both domestically and internationally **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to helping our team members grow and develop their careers. As a Manager, Customer Experience Partner Success, you'll have access to a range of learning and development opportunities, including: * Regular training and development programs to enhance your skills and knowledge * Opportunities to work on high-visibility projects and contribute to the growth and success of the company * Collaborative and supportive work environment, with a focus on teamwork and open communication * Recognition and rewards for outstanding performance and contributions to the company * Opportunities for career advancement and professional growth, with a focus on promoting from within **Work Environment and Company Culture** At blithequark, we're passionate about creating a work environment that's inclusive, supportive, and empowering. Our company culture is built on a foundation of collaboration, innovation, and customer obsession. We're committed to fostering a culture of excellence, where every team member has the opportunity to grow, learn, and succeed. **Compensation, Perks, and Benefits** As a Manager, Customer Experience Partner Success, you'll be eligible for a competitive compensation package, including: * Base salary ranging from $112,200 to $165,000, depending on location and experience * Opportunities for equity grants and stock options * Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan with employer match, paid time off, and paid parental leave * Wellness benefits, including gym membership reimbursement and mental health support * Commuter benefit match and flexible work arrangements * Access to a range of employee perks and discounts, including food delivery, travel, and entertainment **How to Apply** If you're a motivated and experienced professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply To This Job Apply for this job