Experienced Director of Customer Engagement and Operational Excellence – Leading Global Customer Support and Review Programs

Welcome to blithequark At blithequark, we empower businesses to reach their peak potential by providing trusted insights from real software users. As the world's largest and most trusted software marketplace, we help over 100 million people annually, including employees at all Fortune 500 companies, make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with us to build their reputation and grow their business. Our mission is to be the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. About Our People At blithequark, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You'll be part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other's successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit, we push each other to take on challenging work, which will help us all to grow and learn. Our global, diverse team of smart, dedicated, and kind individuals is at the heart of our community and culture. About the Role The Director, Customer Engagement will lead two global operational teams: Customer Support and Customer Review Programs. These teams share a common focus on delivering measurable business outcomes through operational excellence, human productivity, and customer impact. This leader will oversee distinct yet complementary functions: a global customer support organization that resolves non-technical inquiries at scale, and a campaign-focused team that drives strategic customer review programs in alignment with business goals. The role will manage approximately 4 managers or team leads and 20+ global resources across the US, APAC, and EMEA. Key Responsibilities In this role, you will focus on: Leadership & Strategy : Lead and manage the Customer Support and Customer Review Programs teams, ensuring each delivers on defined KPIs, service levels, and productivity goals. Establish a unified operational vision while respecting the distinct deliverables, workflows, and success metrics of each function. Collaborate with senior leadership to align engagement strategies with broader company objectives. Operational Excellence : Drive process standardization and efficiency across both functions, identifying areas where shared tools, workflows, and metrics can create scale benefits. Oversee deployment and optimization of AI tooling and automation solutions to improve productivity, case resolution speed, and campaign execution rates. Ensure global coverage models are optimized to provide continuous service without unnecessary cost. Customer Outcomes : Maintain high standards for customer satisfaction across both support and review program interactions. Ensure Customer Review Programs deliver measurable contributions to review volume, quality, and strategic campaign impact. Ensure Customer Support operations meet SLAs for responsiveness, resolution, and CSAT, with ongoing improvements in AI deflection and self-service success rates. Team Development & Management : Hire, coach, and develop managers and team leads in each function to foster accountability, growth, and operational mastery. Create career paths for team members that encourage skill development across both operational and strategic campaign roles. Promote a culture of continuous improvement, data-driven decision making, and alignment to blithequark's PEAK values and Conscious Leadership principles. Essential Qualifications We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway. Our minimum qualifications include: Bachelor’s degree or equivalent experience in business, customer experience, or a related field. Minimum 8 years in operational leadership and management roles within technology or SaaS organizations, with experience managing multiple teams or functions. Proven success in delivering operational excellence in both customer-facing support and program execution environments. Demonstrated experience implementing and scaling AI and automation tools; Forethought.ai experience strongly preferred. Strong cross-functional collaboration skills, with a track record of aligning with product, engineering, marketing, and customer success stakeholders. Proficient in operational toolsets, including Salesforce Service Cloud, Jira, and analytics platforms. Data-driven decision maker with a proven ability to translate metrics into action plans. Experience leading global teams with diverse operational goals and distributed workforces. Preferred Qualifications In addition to our essential qualifications, we prefer candidates with: Experience working in a fast-paced, dynamic environment with a strong focus on innovation and customer satisfaction. Knowledge of AI and machine learning technologies, with a passion for leveraging these tools to drive business outcomes. Excellent communication and interpersonal skills, with the ability to build strong relationships with cross-functional teams and stakeholders. A strong understanding of customer experience principles and practices, with a focus on delivering exceptional customer outcomes. Skills and Competencies To be successful in this role, you will need: Leadership skills : The ability to lead and manage high-performing teams, with a focus on developing and mentoring team members. Operational expertise : A deep understanding of operational principles and practices, with the ability to drive process standardization and efficiency. Customer focus : A strong customer-centric mindset, with a focus on delivering exceptional customer outcomes and experiences. Collaboration and communication : Excellent communication and interpersonal skills, with the ability to build strong relationships with cross-functional teams and stakeholders. Data-driven decision making : A strong ability to analyze data and metrics, with the ability to translate insights into action plans and business outcomes. Career Growth Opportunities At blithequark, we are committed to helping our employees grow and develop in their careers. As a Director, Customer Engagement, you will have opportunities to: Develop and mentor high-performing teams, with a focus on building operational expertise and customer focus. Drive business outcomes and growth, with a focus on delivering exceptional customer experiences and operational excellence. Collaborate with cross-functional teams, including product, engineering, marketing, and customer success, to drive alignment and business outcomes. Stay up-to-date with the latest trends and technologies in AI, machine learning, and customer experience, with opportunities for ongoing learning and development. Work Environment and Company Culture At blithequark, we are proud of our dynamic and innovative work environment, with a strong focus on customer satisfaction, operational excellence, and employee growth and development. Our company culture is built on our PEAK values, with a focus on: Performance : Delivering exceptional business outcomes and customer experiences. Entrepreneurship : Encouraging innovation, creativity, and risk-taking, with a focus on driving growth and success. Authenticity : Building strong relationships with customers, employees, and stakeholders, with a focus on transparency, honesty, and integrity. Kindness : Fostering a culture of empathy, compassion, and respect, with a focus on supporting and developing our employees. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a focus on recognizing and rewarding outstanding performance and contributions. Our perks and benefits include: Comprehensive health, dental, and vision insurance, with a focus on supporting the well-being and health of our employees. 401(k) matching, with a focus on helping our employees plan for their future and achieve their financial goals. Generous paid time off, with a focus on supporting work-life balance and employee well-being. Opportunities for professional development and growth, with a focus on helping our employees build new skills and achieve their career goals. Conclusion Thank you for considering the Director, Customer Engagement role at blithequark. We are excited to hear from talented and motivated individuals who are passionate about delivering exceptional customer experiences and driving business outcomes. If you are a results-driven leader with a focus on operational excellence, customer satisfaction, and employee growth and development, we encourage you to apply for this role. Join our team and help us achieve our mission of being the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. Apply for this job