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. 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