Customer Experience and Strategy Lead for a High-Growth AI Career Network and Human Data Labeling Business

About 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 innovative approach powers how the next generation explores careers, builds skills, and gets hired. With a strong foundation in the largest early career network, blithequark AI leverages this scale to work directly with the world’s leading AI research labs, building a new generation of human data products that are trusted for domain-specific data and evaluation at scale. Introduction to the Industry The AI economy is rapidly evolving, and the demand for skilled professionals who can navigate this landscape is on the rise. blithequark is uniquely positioned to address this need by providing a platform that not only connects talent with opportunities but also fosters the development of skills necessary for success in the AI-driven workforce. By joining blithequark, you become part of a movement that is redefining the future of work and education. About the Role We are seeking a highly skilled and experienced Customer Experience & Strategy Lead who thrives at the intersection of business operations and customer experience leadership. This role is pivotal in driving operational excellence across our Customer Experience & Strategy function while leading and developing a high-performing frontline team. The ideal candidate will spend approximately 70% of their time diagnosing and fixing systemic operational pain points using data, process design, and cross-functional influence, and about 30% managing and coaching our frontline managers and agents. Key Responsibilities Lead operational improvement projects to streamline workflows, reduce escalations, and enhance the customer experience. Utilize data (SQL, Looker, spreadsheets) to uncover trends, identify root causes, and measure improvements. Partner with Product, Engineering, and other cross-functional teams to design and implement systemic fixes. Drive change management for new tools, processes, and policies, securing buy-in across stakeholders. Define, track, and report on KPIs for both operational performance and team engagement. Build a culture of empathy for frontline employees and customers, translating their pain points into scalable solutions. Desired Capabilities To excel 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. Proven experience building processes from scratch and leading change management initiatives. Strong analytical skills with fluency in SQL, Looker, and spreadsheets; able to quantify impact and measure results. A track record of identifying operational inefficiencies and implementing solutions end-to-end. Ability to influence without authority and collaborate effectively across Product, Engineering, and senior leadership. Comfort toggling between high-level strategy and hands-on execution. A bias toward action and a builder mentality — you don’t just document problems, you fix them. Skills and Competencies Success in this role requires a unique blend of strategic thinking, operational expertise, and leadership skills. You should be adept at analyzing complex problems, designing effective solutions, and implementing them in a fast-paced environment. Excellent communication and interpersonal skills are essential for collaborating with cross-functional teams and influencing stakeholders. A strong customer-centric mindset and the ability to empathize with both internal and external customers are critical for driving improvements in the customer experience. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Customer Experience & Strategy Lead, you will have opportunities to expand your skill set, take on new challenges, and contribute to the evolution of our business. Our culture encourages continuous learning, and we provide resources such as training programs, mentorship, and a generous learning stipend to support your professional development. Work Environment and Company Culture blithequark prides itself on a dynamic and inclusive work environment that fosters collaboration, creativity, and innovation. Our team is composed of talented individuals from diverse backgrounds who share a passion for shaping the future of work and education. We believe in work-life balance and offer flexible working arrangements, comprehensive benefits, and perks that support your well-being and happiness. Compensation, Perks, and Benefits blithequark offers a competitive compensation package, equity in a fast-growing company, and a range of benefits designed to support your financial wellness, family, and personal growth. These include: Ownership: Equity in a fast-growing company. Financial Wellness: Competitive compensation, 401(k) match, financial coaching. Family Support: Paid parental leave, fertility benefits, parental coaching. Wellbeing: Medical, dental, and vision coverage, mental health support, $500 wellness stipend. Growth: $2,000 learning stipend, ongoing development opportunities. Remote & Office: Stipends for home office setup, internet, commuting, and free lunch/gym in our office. Time Off: Flexible PTO, 15 holidays + 2 flex days, winter break where our whole office closes for a week. Connection: Team outings & referral bonuses. Conclusion If you are a motivated and experienced professional looking to make a significant impact in the AI economy, we invite you to join blithequark as our Customer Experience & Strategy Lead. This role offers a unique opportunity to drive operational excellence, lead a high-performing team, and contribute to the growth and success of our innovative business. Apply now to become part of a team that is shaping the future of work and education.