**Director, Network Customer Experience - National Office (Remote)**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of building strong relationships with stakeholders and driving organizational priorities? If so, we invite you to join blithequark's Network Experience Team as a Director, Network Customer Experience. In this pivotal role, you will play a key part in shaping the future of blithequark's Service Delivery System, ensuring that our customers receive a unified, world-class experience that meets their evolving needs. As a Director, you will lead a team of professionals, build capacity across the Network, and drive the implementation of innovative solutions that advance access to and engagement of community-based services. **About blithequark** blithequark is a leading organization dedicated to empowering individuals and communities through innovative programs and services. With a strong commitment to social responsibility, we strive to create a better world for all. Our remote-first working environment allows our employees to work from anywhere in the continental United States, fostering a culture of flexibility, collaboration, and innovation. **Responsibilities** As a Director, Network Customer Experience, you will be responsible for: * Unifying and equipping the Network: + Building and maintaining relationships with Ys across the Network to build credibility of blithequark's strategy and supports. + Aligning practices and strategies across the Network to create shared systems, processes, goals, and outcomes for engagement and activation of Leading Practices and strategic solutions. + Developing a Customer Experience Framework for blithequark's Service Delivery System. + Building the capacity of the Network to support blithequark's Customer Experience process. + Ensuring that the channels of the Service Delivery System are aligned and in support of the Practice Leadership Strategy. * Providing leadership to Centralized Intake for blithequark's Service Delivery System: + Supervising the Customer Experience Team. + Advancing implementation and dissemination efforts to ensure Ys, Service Delivery Partners, and other key stakeholders have the resources they need to effectively implement a multi-door Service Delivery System. + Leading the Centralized Customer Experience Team at blithequark, providing intake for all areas of the Service Delivery System. + Driving and supporting strategy development and execution for the Y Network and department leaders at blithequark for common customer experience. + Leading the implementation and continuous quality improvement of a Centralized Intake function to ensure the multiple door strategy. + Developing and maintaining a comprehensive product and services menu for Ys. + Continuing to develop content, process methods, and the development of resources and tools to support customer experience. + Partnering with Network Partners and department leaders at blithequark to ensure all are equipped to deliver a consistent customer experience that aligns with organizational priorities. + Managing execution of approaches to support organizational priorities, including diversity, equity, and inclusion. * Guiding Continuous Quality Improvement: + Fostering a continuous growth strategy for the Service Delivery System at blithequark. + Identifying areas for continued efficiencies in intake and service. + Ensuring systems needed to deliver a consistent, high-quality customer experience are in place and utilized with fidelity. + Gathering data and trends to utilize for continuous quality improvement of practices. + Delivering regular and relevant reporting of all system activity. + Identifying opportunities for introduction back into the Innovation Process. + Ensuring alignment and fidelity of blithequark's Service Delivery System across all channels. * Managing Systems to Support Engagement and Activation of the Network to support blithequark Leading Practices and Strategic Mobilization around Emergent Needs: + Ensuring that Practice Leaders are equipped to leverage the blithequark network to: (a) increase adoption and usage of blithequark developed products/solutions; (b) identify bright spots; (c) provide programmatic support to Network Partners. + Managing utilization of existing systems to ensure seamless support to the Y. **Qualifications** To be successful in this role, you will need: * A Bachelor's degree is required; a Master's Degree in Business or Human Services, Community Engagement, Organizational Development, Organizational Behavior, or Public Policy is preferred. * Minimum 10 years of experience working collaboratively and building partnerships with staff of local YMCAs or other community-based organizations to implement organizational priorities is strongly preferred. * Minimum 10 years of experience building strong relationships among a wide variety of stakeholders (government officials, community-based organizations, school officials, members of faith-based institutions, other non-profits, and community members) to advance a common cause is strongly preferred. * Minimum 10 years of experience working with or within Ys to reach and support community members in the Leading Practice area preferred. * Experience working within blithequark's Service Delivery System is preferred. * At least two of the preferred work experiences and/or preferred education are required. * Experience supervising and leading staff is preferred. * Project management experience is preferred. * Ability to travel approximately 20% of the time. * Demonstrated ability to multi-task and manage complex systems with superior technical and project management skills is required. * Must possess excellent analytical, problem-solving skills, and be able to comply with all administrative processes. * Excellent verbal, written, and interpersonal communication and presentation skills are required. * Demonstrated experience in engaging multiple stakeholders, facilitating, coaching, mentoring is required. * Excellent time management skills, initiative, and the ability to take direction. * Demonstrated ability to influence others to achieve objectives is required. * Requires a commitment to the blithequark character development values of caring, honesty, respect, and responsibility. **Work Environment & Physical Demands** The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * While performing the duties of this job, the employee is regularly required to use a computer for extended periods of time and be able to communicate using a computer and phone/smart device. * The employee frequently is required to sit and reach, and must be able to move around the work environment. * The employee must occasionally lift and/or move up to 10 pounds. * Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust. * The noise level in the work environment is usually moderate. **Benefits** We offer a full benefits package including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan, life and disability insurances, technology stipend, and generous paid time off, all in a work from anywhere in the U.S. workplace. **Salary Range** The salary range for this position is $110,900.00 - $147,800.00 per year. If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join blithequark's Network Experience Team and help shape the future of our Service Delivery System.