**Experienced Full Stack Partner Manager – Customer Experience & Operations**

Are you a results-driven professional with a passion for building and maintaining strategic relationships? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join blithequark as an Experienced Full Stack Partner Manager – Customer Experience & Operations. In this dynamic role, you will be responsible for driving accountability and outcomes through consistent, professional dialogue, coaching, proactive action planning, root cause analysis, and problem-solving. Your goal will be to deliver the best possible customer experience by ensuring our viewers' contacts are handled in a positive and effective manner. **About blithequark** blithequark is a leading innovator in the industry, dedicated to delivering exceptional customer experiences through strategic partnerships. Our mission is to raise the voice of the customer from our partners' agents, straight into the business, seeking constant improvements. We are committed to fostering a culture of high performance and driving continuous improvements across functional teams and partners. **Key Responsibilities:** As an Experienced Full Stack Partner Manager – Customer Experience & Operations, you will be responsible for: * **Relationship Management:** Regularly communicating with partners, understanding their needs, addressing concerns, and proactively managing expectations to foster strong, long-term relationships ensuring a continuous improvement mindset. * **Performance Monitoring:** Tracking key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality and Speed to Answer Rates related to partner performance, identifying areas for improvement, co-developing action plans for improvement, monitoring outliers, and collaborating with partners to optimize results across the advocate population. * **Internal Collaboration:** Working closely with internal teams like Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications, and PMO to ensure seamless partner integration and alignment with company strategy. * **Partner Training and Support:** Providing ongoing training and support to partners on blithequark services, processes, and systems to ensure their ability to effectively sell and deliver solutions. * **Issue Resolution:** Identifying and resolving any partner-related issues promptly, acting as a point of contact for partner concerns, and providing coaching or best practices to help elevate response. * **Market Analysis:** Staying updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities. * **Leadership:** Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results. * **Insights and Recommendations:** Provide insights and recommendations for executive meetings (MBR/QBR). * **Accountability and Improvements:** Drive accountability and improvements in agent-level performance via scorecard reporting, including tracking of corrective actions, glide-path goals, and issue resolution across agents, teams, supervisors, etc. * **Customer Voice:** Bring the voice of the customer and advocates to the stakeholders to develop new features, processes, and tools to improve the viewer experience. * **Auditing and Compliance:** Responsible for auditing areas of the SOW, playbooks, etc. * **Knowledge Sharing:** Collaborate in the gathering of information for new help center articles creation (FAQs / KBs). * **Event Readiness:** Ensure the BPOs' readiness for special events such as Partners launches, promos, and communications reinforcements. * **Administrative Support:** POs / Invoicing Follow-up / Payments **Essential Qualifications:** * Bachelor's degree in Business Administration, Business Management, or similar * 3+ years working in high-volume customer-facing environments, with operational leadership experience * 5+ years operational leadership experience * Ability to travel internationally as needed * Experience in building and managing internal or external teams * Excellent communication and interpersonal skills to build rapport with partners * Analytical skills to monitor partner performance and identify areas for improvement in driving continuous improvement in operational processes through partner leadership * Flexible – Willing to support the operation including some weekends, nights, and holidays * Project management skills to oversee partnership initiatives * Proven ability to lead through influence and advocacy * Problem-solving skills for multiple, complex issues, including escalations management * Able to work in an environment of change and the ability to deliver to tight deadlines **Preferred Qualifications:** * 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners * Strong business acumen and understanding of the BPO industry * Disability accommodation for employment applications * Experience in a similar role within the industry **What We Offer:** * Competitive salary range: $103,500.00 to $138,800.00 per year * Bonus and/or long-term incentive units may be provided as part of the compensation package * Full range of medical, financial, and/or other benefits * Opportunity to work with a leading innovator in the industry * Collaborative and dynamic work environment * Professional development and growth opportunities * Recognition and rewards for outstanding performance **How to Apply:** If you are a motivated and results-driven professional with a passion for building and maintaining strategic relationships, we invite you to apply for the Experienced Full Stack Partner Manager – Customer Experience & Operations role at blithequark. Please submit your application through our website, including your resume, cover letter, and any relevant supporting documents. **Equal Employment Opportunity:** blithequark is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. **Disclaimer:** The hiring range for this position in CA is $103,500.00 to $138,800.00 per year and in NY is $103,500.00 to $138,800.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. Apply for this job