Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences that exceed expectations and build lasting relationships. As a leader in our industry, we recognize the importance of putting our customers at the forefront of everything we do. Our commitment to customer obsession is unwavering, and we are dedicated to creating a culture that is customer-centric, innovative, and collaborative. If you are a seasoned customer experience professional looking to join a dynamic team that is shaping the future of customer service, we invite you to explore this exciting opportunity.
Job Overview
The Senior Manager Customer Service Customer Advocacy (CSCA) is a critical leadership role at blithequark, responsible for leading a global organization that owns several products designed to align customer problems and experiences with the right owners and drive root cause resolution. As the single-threaded owner (STO) of the Executive Customer Relations (ECR) program, you will drive the strategic direction for the channel, own the roadmap, and manage a team of up to 200 employees with 6+ direct reports. Your expertise in customer experience, program management, and cross-functional collaboration will be essential in delivering exceptional results and driving business growth.
Key Responsibilities
- Develop and lead a high-performing team of customer experience professionals, providing coaching, guidance, and development opportunities to ensure their success
- Manage a dynamic and complex caseload, ensuring flexibility and appropriate prioritization at all times to meet customer needs and expectations
- Communicate clearly and effectively with key stakeholders up to SVP level on issues impacting the customer experience, owning the execution of proactive communications and remedial actions to mitigate against customer-impacting issues
- Work backwards to anticipate the customer reaction to business initiatives, often in ambiguous circumstances, to launch defect-free features and ensure CS operations have all necessary information to manage customer contacts
- Provide quantitative and qualitative information to business teams to drive process/policy change initiatives and root-cause resolution of customer pain-points, engaging with relevant senior stakeholders through weekly, monthly, and quarterly business reviews
- Build and maintain strong internal relationships across CS and with multiple business teams, fostering a culture of collaboration and customer obsession
- Communicate and present to a senior audience, representing the voice of the customer to ensure appropriate escalation of customer-impacting defects and driving business outcomes
Essential Qualifications
To be successful in this role, you will need:
- A Bachelor's Degree in Business Management or a related field
- 10+ years of experience in roles that required data analysis, program management, creative problem-solving, and cross-functional collaboration
- 10+ years of experience leading leaders across varying disciplines, including program, product, and analytics roles
- 10+ years of experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts
- Global Stakeholder Management Experience across Americas, EU, and Asia Pacific regions
- People management experience, leading multifunctional groups/teams
Preferred Qualifications
While not required, the following qualifications are preferred:
- An Advanced degree (technical or MBA)
- Six Sigma Master Black Belt or Lean Certification
- Experience of remote management across multiple locations
- Experience in customer service operations
- Working knowledge of SQL and statistical concepts
- Ability to converse with technology teams to bridge the language gap between business and tech
- Proven track record of delivering large-scale, complex, and cross-functional projects and programs
- Experience communicating and presenting to senior leaders with exceptional ability to influence without authority
- Demonstrated ability to assess trade-offs and have the right instinct where data-based decision is not possible
- Ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution
Skills and Competencies
To excel in this role, you will need to possess:
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and drive insights
- Excellent communication and interpersonal skills, with the ability to influence and persuade stakeholders at all levels
- Strong leadership and management skills, with the ability to motivate and develop high-performing teams
- Ability to work in a fast-paced, dynamic environment, with a strong sense of urgency and adaptability
- Strong business acumen, with a deep understanding of customer experience and its impact on business outcomes
- Ability to think strategically, with a focus on driving long-term growth and sustainability
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Senior Manager Customer Service Customer Advocacy, you will have access to:
- Comprehensive training and development programs, designed to enhance your skills and knowledge
- Opportunities for career advancement, with a focus on promoting from within
- A culture of innovation and experimentation, with a focus on driving continuous improvement
- A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about customer experience
- Access to cutting-edge technology and tools, designed to support your work and drive business outcomes
Work Environment and Company Culture
At blithequark, we are proud of our company culture, which is built on a foundation of:
- Customer obsession, with a focus on delivering exceptional customer experiences
- Ownership, with a focus on empowering employees to take ownership of their work and drive business outcomes
- Invent and simplify, with a focus on driving innovation and continuous improvement
- Are right, a lot, with a focus on making data-driven decisions and driving business growth
- Learn and be curious, with a focus on continuous learning and development
- Hire and develop the best, with a focus on attracting and retaining top talent
- Insist on the highest standards, with a focus on driving excellence and quality in everything we do
Compensation, Perks, and Benefits
At blithequark, we offer a comprehensive compensation and benefits package, designed to attract and retain top talent. This includes:
- A competitive salary, with opportunities for bonuses and stock options
- A comprehensive benefits package, including health, dental, and vision insurance
- A 401(k) matching program, with a focus on supporting your long-term financial goals
- A flexible work environment, with opportunities for remote work and flexible scheduling
- Access to cutting-edge technology and tools, designed to support your work and drive business outcomes
- A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about customer experience
Conclusion
If you are a seasoned customer experience professional looking to join a dynamic team that is shaping the future of customer service, we invite you to apply for this exciting opportunity. As a Senior Manager Customer Service Customer Advocacy at blithequark, you will have the opportunity to drive business growth, develop your skills and knowledge, and make a lasting impact on our customers. Don't miss out on this chance to join our team and take your career to the next level. Apply now!
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