Director of Customer Care – Strategic Leadership in Delivering Exceptional Patient Experiences for Chronic Care Disease Management

Introduction to blithequark At blithequark, we are dedicated to improving the lives of individuals with chronic care diseases by providing innovative solutions and exceptional customer service. As a leader in the healthcare industry, we strive to make a positive impact on the lives of our patients and customers. Our mission is to deliver high-quality, patient-centered care that addresses the unique needs of our growing patient population. If you are passionate about making a difference in the lives of others and are looking for a new challenge, we invite you to join our team as a Director of Customer Care. About the Role The Director of Customer Care is a key strategic and operational leadership role responsible for developing, implementing, and delivering exceptional customer service experiences. As a member of our leadership team, you will be responsible for identifying and developing culture, process, and performance improvements that enhance the customer experience. You will lead and develop a team of customer service professionals who deliver interactions across multiple channels, with the primary goal of creating the best possible customer experience. Key Responsibilities Oversee all aspects of customer support operations, including contact management, complaint handling, training, and service quality, as well as customer implementation and support for all blithequark products and services. Develop and implement strong training, monitoring, and continuous improvement programs at all levels in the department to ensure the best possible customer experience. Act as a change agent in the organization, influencing leadership on the importance of the service organization and the customer experience service strategy. Measure customer satisfaction on an ongoing basis and work with the team to foster continuous improvement of service and the customer experience within onshore and offshore staff. Develop and implement methods to record, assess, and analyze customer feedback, using this information to inform service improvements and optimize the customer experience. Establish performance metrics for customer service representatives that align with other departments, including Sales and Operations. Develop and implement training and quality assurance programs for new hires and experienced employees, ensuring that all staff have the skills and knowledge needed to deliver exceptional customer service. Identify and recommend updates and expansions to technology, equipment, and policies that may improve customer service and retention. Recruit, interview, hire, and train departmental supervisory staff, providing constructive and timely performance evaluations and handling discipline and termination of employees in accordance with company policy. Establish service levels and requirements for the department, acting as a liaison between the customer service department and other divisions in the company. Manage the department's budget, ensuring effective use of resources and optimal return on investment. Perform other related duties as assigned, contributing to the overall success of the organization and the delivery of exceptional customer experiences. Qualifications and Experience To be successful in this role, you will need: Excellent verbal and written communication skills, with the ability to effectively communicate with customers, staff, and other stakeholders. Excellent interpersonal and customer service skills, with a strong focus on delivering exceptional customer experiences. Excellent organizational skills and attention to detail, with the ability to prioritize tasks and manage multiple projects simultaneously. Strong analytical and problem-solving skills, with the ability to analyze complex data and develop effective solutions. Strong supervisory and leadership skills, with experience in managing and developing high-performing teams. Proficiency with Gsuite or related software, with the ability to quickly learn and adapt to new technologies. Education and Experience We are looking for a candidate with: A Bachelor's degree preferred, with a focus on business, healthcare, or a related field. At least five years of related experience, preferably in the HME/DME industry, with a strong track record of delivering exceptional customer experiences and leading high-performing teams. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our staff. As a Director of Customer Care, you will have access to a range of career growth opportunities and learning benefits, including: Professional development programs, designed to help you build new skills and advance your career. Leadership training and mentoring, to help you develop your leadership skills and achieve your career goals. Opportunities for advancement, with a range of career paths and opportunities for professional growth. A collaborative and supportive work environment, with a strong focus on teamwork and mutual respect. Work Environment and Company Culture At blithequark, we are proud of our company culture and work environment. We offer: A dynamic and fast-paced work environment, with a strong focus on innovation and customer satisfaction. A collaborative and supportive team, with a range of experienced professionals who are passionate about delivering exceptional customer experiences. A range of employee benefits and perks, including medical, dental, and vision insurance, flexible savings accounts, and 401K matching. Opportunities for remote work and flexible scheduling, to help you achieve a better work-life balance. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits, including: Medical, dental, and vision insurance, with flexible savings accounts and 401K matching. Paid training and professional development opportunities, to help you build new skills and advance your career. Paid time off and sick leave, to help you achieve a better work-life balance. Remote work opportunities and flexible scheduling, to help you work in a way that suits your needs. Growth opportunities and employee referral rewards, to help you build your career and achieve your goals. Employee discount programs and other perks, to help you save money and enjoy exclusive benefits. Conclusion If you are a motivated and experienced customer service professional, with a passion for delivering exceptional customer experiences and leading high-performing teams, we invite you to apply for the Director of Customer Care role at blithequark. With a range of career growth opportunities, learning benefits, and perks, this is an exciting chance to join a dynamic and innovative organization and make a real difference in the lives of our patients and customers. Apply now to take the first step in your new career!