Senior Director Customer Care, Contact Center - Chat and Digital Transformation Leader at blithequark

Introduction to blithequark and the Industry Imagine being part of a dynamic team that empowers lives, fuels businesses, and drives innovation through reliable, high-speed connectivity solutions. At blithequark, we're not just a leader in the fast-paced world of connectivity; we're a catalyst for progress and a force for good. Our commitment to our people, our products, and the connections we make in every community has earned us a reputation as a trusted and innovative partner. As we continue to push the boundaries of what's possible, we're seeking a talented and experienced Senior Director Customer Care, Contact Center - Chat to join our team and help shape the future of connectivity. Job Summary We're looking for an exceptional leader with a proven track record in digital contact center operations to spearhead our customer care efforts on chat and social channels. As a seasoned expert in your field, you'll be responsible for driving excellence in customer support, care KPI attainment, and digital roadmap development. Your ability to anticipate care operations requirements, resolve roadblocks, and lead dynamic teams will be essential in ensuring day-to-day operational stability and continuous improvement. If you're passionate about delivering consistent excellence, collaborating with cross-functional teams, and driving business growth, we want to hear from you. Key Responsibilities Provide day-to-day leadership and direction to dynamic teams, enhancing customer satisfaction and driving business results Oversee the performance of operational chat and social KPIs, taking immediate actions to improve and optimize operations Design and implement robust customer care processes, procedures, policies, and standards to achieve high-level customer experience on chat and social media Present performance evolution to senior leadership, identifying drivers and improvement opportunities Identify upselling and cross-selling opportunities, implementing changes to generate revenue within the digital care process Collaborate with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels Contribute to planning and deploying new tools, ensuring best possible outcomes from both quality and efficiency standpoints Analyze customer contact drivers, identifying specific improvement opportunities and developing operational action plans and cross-functional initiatives to improve NPS, customer satisfaction, and customer loyalty Identify training needs, ensuring timely fulfillment and measuring training efficiency Partner with the WFM team on requirements and short/long-range planning Work closely with the Vice President, Care Operations to define strategies, outline requirements, plan implementations, and measure the results of care digital channels operations and delivering on KPIs Essential Qualifications B.S. or B.A. degree required; Master's degree preferred 10+ years of leadership experience with digital channel management experience at a leadership level Experience managing large-scale call centers or customer care teams Strong understanding of BPOs and experience in the telecommunications industry preferred Excellent written, verbal, and communication skills, as well as strong presentation skills Ability to work under pressure, meet challenging deadlines, and maintain high-quality standards Data-driven and results-oriented, with a strong focus on metrics and KPIs Ability to travel up to 10% of the time Preferred Qualifications Experience with digital transformation and contact center technology Knowledge of customer experience metrics and benchmarking Strong analytical and problem-solving skills, with the ability to interpret complex data sets Excellent leadership and coaching skills, with experience in developing and mentoring high-performing teams Strong business acumen, with a deep understanding of the telecommunications industry and market trends Career Growth Opportunities and Learning Benefits At blithequark, we're committed to empowering our employees to take ownership of their careers and develop their skills and expertise. As a Senior Director Customer Care, Contact Center - Chat, you'll have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You'll also have the chance to work with a talented and experienced team, sharing knowledge and best practices to drive business results and improve customer satisfaction. Work Environment and Company Culture Our company culture is built on four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. We believe in empowering our employees to take responsibility, embracing proactive problem-solving, and fostering an environment of collaboration, innovation, and positivity. As a member of our team, you'll be part of a dynamic and inclusive community that values diversity, equity, and inclusion. We're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including a range of perks and incentives to recognize and reward your contributions. Our compensation package is designed to reflect your skills, experience, and performance, with opportunities for growth and development as you progress in your career. We're committed to providing a positive and supportive work environment, with a range of benefits and programs to support your well-being and success. Conclusion If you're a motivated and experienced leader looking for a new challenge, we invite you to join our team at blithequark. As a Senior Director Customer Care, Contact Center - Chat, you'll have the opportunity to make a real difference in the lives of our customers, drive business growth, and develop your skills and expertise. Don't miss this chance to shape the future of connectivity and join our winning team. Apply today and take the first step towards an exciting and rewarding career at blithequark. Apply for this job