Customer Experience and Strategy Lead for a Fast-Growing AI Economy Career Network

Welcome to blithequark blithequark is at the forefront of building the career network for the AI economy, connecting millions of students, alumni, academic institutions, and employers across the U.S. and Europe. Our mission is to power how the next generation explores careers, builds skills, and gets hired, leveraging the scale of the largest early career network to drive innovation and excellence. As a leader in the human data labeling business, blithequark works directly with the world’s leading AI research labs to build a new generation of human data products. From PhDs in physics to undergrads fluent in LLMs, blithequark is the trusted partner for domain-specific data and evaluation at scale, shaping the future of AI through better data, better tools, and better systems—for experts, by experts. About the Opportunity This is a unique chance to join a fast-growing team at blithequark, where you will play a pivotal role in driving operational excellence across our Customer Experience & Strategy function. As a Lead, you will thrive at the intersection of business operations and customer experience leadership, leading and developing a high-performing frontline team to deliver exceptional results. You will spend approximately 70% of your time diagnosing and fixing systemic operational pain points, utilizing data, process design, and cross-functional influence, and about 30% managing and coaching our frontline managers and agents. With the mandate to own solutions end-to-end, you will drive change, improve processes, and enhance the customer experience, making a tangible impact on the organization. Key Responsibilities Lead operational improvement projects to streamline workflows, reduce escalations, and enhance the customer experience, leveraging data-driven insights and collaboration with cross-functional teams. Utilize data analysis skills, including proficiency in SQL, Looker, and spreadsheets, to uncover trends, identify root causes, and measure improvements, informing strategic decisions and process optimizations. Partner with Product, Engineering, and other teams to design and implement systemic fixes, driving change management and securing buy-in across stakeholders to ensure seamless adoption of new tools, processes, and policies. Define, track, and report on KPIs for both operational performance and team engagement, providing actionable insights to inform strategic decisions and optimize team performance. Build a culture of empathy for frontline employees and customers, translating their pain points into scalable solutions that drive customer satisfaction and loyalty. Desired Capabilities To succeed in this role, you should possess: 2-4 years of experience in BizOps, Strategy & Operations, or Customer Experience/Support Ops leadership in high-growth tech, consulting, or marketplace environments, with a proven track record of driving operational excellence and improving customer experience. Proven experience building processes from scratch and leading change management initiatives, with the ability to influence without authority and collaborate effectively across functions. Strong analytical skills, with fluency in SQL, Looker, and spreadsheets, and the ability to quantify impact and measure results, informing data-driven decisions. A track record of identifying operational inefficiencies and implementing solutions end-to-end, with a bias toward action and a builder mentality. Comfort toggling between high-level strategy and hands-on execution, with the ability to drive results in a fast-paced environment. Career Growth and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Lead, you will have access to: Ongoing development opportunities, including training, mentorship, and coaching to enhance your skills and expertise. A $2,000 learning stipend to support your professional growth and development. Opportunities to work with cross-functional teams, including Product, Engineering, and senior leadership, to drive business outcomes and expand your network. A culture that values innovation, experimentation, and continuous learning, with a focus on driving excellence and achieving exceptional results. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and inclusive work environment, with a culture that values: Collaboration and teamwork, with a focus on driving business outcomes and achieving exceptional results. Innovation and experimentation, with a willingness to take calculated risks and learn from failures. Continuous learning and growth, with a commitment to ongoing development and professional growth. Diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive environment for all team members. Compensation, Perks, and Benefits As a Lead at blithequark, you will be eligible for a comprehensive compensation package, including: Competitive salary and bonus structure, with opportunities for growth and advancement. Equity in a fast-growing company, with the potential for long-term financial rewards. 401(k) match, financial coaching, and other financial wellness benefits to support your financial health. Comprehensive health, dental, and vision insurance, with mental health support and a $500 wellness stipend to support your physical and mental well-being. Flexible PTO, 15 holidays + 2 flex days, and a winter #ShakeBreak where our whole office closes for a week, to support your work-life balance and overall well-being. Team outings, referral bonuses, and other perks to support your social and professional growth. Conclusion If you are a motivated and experienced professional looking to drive operational excellence and improve customer experience in a fast-growing AI economy career network, we encourage you to apply for this exciting opportunity at blithequark. With a commitment to innovation, growth, and excellence, we offer a dynamic and inclusive work environment, comprehensive compensation and benefits, and opportunities for professional growth and development. Join our team and be part of shaping the future of AI and the career network of the future.