Experienced Senior Program Manager - Customer Returns Experience for Blithequark Remote Customer Service Team

Introduction to Blithequark

At blithequark, we're passionate about delivering exceptional customer experiences that exceed expectations. As a leader in our industry, we're committed to fostering a culture of innovation, collaboration, and continuous improvement. Our team is dedicated to making a positive impact on our customers' lives, and we're looking for a talented Senior Program Manager to join our ranks. If you're a motivated and customer-focused individual with a passion for driving growth and improvement, we want to hear from you.

About the Role

We're seeking an experienced Senior Program Manager to lead our customer returns experience team. As a key member of our team, you'll play a crucial role in developing and enhancing our customer-facing returns features, driving customer satisfaction, and contributing to the company's bottom line. This is an exciting opportunity to make a significant impact on our customer experience process and drive business growth.

Key Responsibilities

• Foster a deep understanding of our customer segments to best comprehend and cater to their needs.
• Develop and improve customer-facing returns features to make the returns process more efficient, effective, and customer-friendly.
• Own the concept and launch of customer-facing returns options to address existing and future edge cases, including drop-off options at physical locations, the introduction of new carriers, and more.
• Collaborate closely with cross-functional teams, including Satisfaction Operations, Merchandising Category teams, Customer Service, and others within the Returns, Replacements, and Concessions (RRC) group.
• Strive for continuous improvement by identifying and implementing innovative solutions to further delight our customers.
• Track key performance indicators and manage detailed project plans to drive execution and accountability.
• Communicate project updates to Customer Service teams and other key stakeholders.
• Identify areas of risk for RRC expectations and work with business owners to address and remediate.
• Manage interdependencies and coordination across projects to ensure that information related to project expectations, risks, and issues is accurately communicated to key stakeholders.
• Foster collaboration, strategic alignment, coordinated planning, and mutually supportive relationships with business owners, project leaders, and key stakeholders.

Essential Qualifications

• Bachelor's degree in Business Administration, Finance, Operations Management, or a related quantitative field.
• 10+ years of experience in technical program management or similar experience managing cross-functional operations and aligning product/business requirements with technical requirements.
• Proven track record of developing and improving customer-facing features in a product management capacity.
• Strong leadership and influencing skills to collaborate with cross-functional teams.
• Ability to work effectively with senior leadership and communicate product strategy and impact.
• Ability to present new, innovative options and solutions to address diverse customer needs.
• Demonstrated expertise in driving growth and improvements in the customer experience area.

Preferred Qualifications

• Master's degree in Business Administration, Finance, Operations Management, or a related quantitative field.
• 12+ years of experience in technical program management or similar experience managing cross-functional operations and aligning product/business requirements with technical requirements.
• Experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate with senior leadership.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Senior Program Manager, you'll have access to a range of training and development opportunities, including:

• Professional development courses and workshops to enhance your skills and knowledge.
• Mentorship programs to help you navigate your career and achieve your goals.
• Opportunities to work on high-visibility projects and contribute to the company's growth and success.
• A collaborative and supportive work environment that encourages innovation and creativity.

Work Environment and Company Culture

At blithequark, we're proud of our company culture and the values that drive our success. As a member of our team, you can expect:

• A dynamic and fast-paced work environment that's always challenging and rewarding.
• A collaborative and supportive team that's passionate about delivering exceptional customer experiences.
• A range of perks and benefits, including competitive salaries, comprehensive health insurance, and generous paid time off.
• A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that's welcoming and inclusive to all employees.

Compensation, Perks, and Benefits

We offer a competitive salary range of $42-$52 per hour, depending on experience. In addition to your salary, you'll also be eligible for a range of perks and benefits, including:

• Comprehensive health insurance, including medical, dental, and vision coverage.
• Generous paid time off, including vacation days, sick leave, and holidays.
• A 401(k) retirement savings plan with company match.
• A range of employee discounts and perks, including discounts on our products and services.

How to Apply

If you're a motivated and customer-focused individual with a passion for driving growth and improvement, we want to hear from you. To apply for this role, please follow these steps:

• Read the official job description carefully and review the requirements and qualifications.
• Fill out the application form and attach the required documents, including your resume and cover letter.
• Submit your application and wait for our response.

Conclusion

At blithequark, we're committed to delivering exceptional customer experiences and driving business growth through innovation and collaboration. As a Senior Program Manager, you'll play a critical role in shaping our customer returns experience and contributing to the company's success. If you're a motivated and customer-focused individual with a passion for driving growth and improvement, we encourage you to apply for this exciting opportunity. Don't hesitate – submit your application today and join our team of dedicated professionals who are passionate about making a positive impact on our customers' lives.