Experienced Senior Program Manager - Customer Returns Experience and Client Satisfaction Improvement Specialist

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences that set us apart in the industry. As a leader in our field, we recognize the importance of continuously improving our processes to meet the evolving needs of our clients. Our commitment to innovation and customer satisfaction has earned us a reputation as a trusted and reliable partner. We are now seeking an experienced Senior Program Manager to join our team, focusing on enhancing our customer returns experience and driving client satisfaction. About the Role As a Senior Program Manager at blithequark, you will play a pivotal role in developing and improving our customer-facing returns features. Reporting directly to the Head of Returns, Replacements, and Refunds (RRR), you will be responsible for expanding and refining our returns process to make it more efficient, effective, and customer-friendly. This is an exciting opportunity to drive customer loyalty, contribute to the bottom line, and significantly impact blithequark's customer experience strategy. 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 truly compelling, efficient, 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 Fulfillment Operations, Merchandising Category teams, Customer Service, and others within the RRR 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 RRR 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 To be successful in this role, you will need: A 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. A 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 While not required, the following qualifications are preferred: Advanced degree in Business Administration, Finance, Operations Management, or a related field. Experience working in a fast-paced, dynamic environment with a focus on customer satisfaction. Knowledge of project management methodologies and tools, such as Agile or Scrum. Experience with data analysis and interpretation, with the ability to inform business decisions with data-driven insights. Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams. Excellent problem-solving and analytical skills, with the ability to identify and address complex issues. Ability to work in a fast-paced environment with multiple priorities and deadlines. Strong leadership and influencing skills, with the ability to motivate and direct teams. Ability to think strategically and drive growth and improvements in the customer experience area. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Senior Program Manager, you will have access to a range of career growth opportunities and learning benefits, including: Professional development training and workshops to enhance your skills and knowledge. Mentorship programs to support your career growth and development. Opportunities to work on high-visibility projects and contribute to the company's strategic goals. A collaborative and dynamic work environment that fosters innovation and creativity. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and inclusive company culture. Our work environment is collaborative, dynamic, and fast-paced, with a focus on innovation and customer satisfaction. We offer a range of perks and benefits, including: Competitive salary and benefits package. Opportunities for professional growth and development. A collaborative and dynamic work environment. Recognition and reward programs to recognize and reward outstanding performance. Compensation, Perks, and Benefits We offer a competitive salary range of $42-$52 per hour, depending on experience. In addition to a competitive salary, we offer a range of perks and benefits, including: Comprehensive health and wellness programs. Retirement savings plans and matching contributions. Paid time off and holidays. Opportunities for professional growth and development. Conclusion If you are a motivated and experienced Senior Program Manager looking to drive customer satisfaction and growth, we encourage you to apply for this exciting opportunity at blithequark. With a competitive salary, comprehensive benefits package, and opportunities for professional growth and development, this is a role that offers a unique blend of challenge and reward. Don't miss out on the chance to join our dynamic team and contribute to the success of blithequark. Apply now to take the first step towards an exciting and rewarding career. Apply for this job