Experienced Associate Manager, Customer Experience – Strategic Planning and Leadership for Premium Customer Segments

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences that exceed expectations. As a core operations team, our Customer Experience department plays a vital role in ensuring that our customers receive outstanding support whenever they need it. We design, manage, and operate a large and growing global network of support centers, with the ultimate goal of providing an industry-leading customer experience as reliably as possible. Our team is dedicated to making things right when there are bumps in the last mile, and we are committed to continuously improving our processes to meet the evolving needs of our customers. About the Role We are seeking an experienced Associate Manager, Customer Experience to lead the strategic planning and implementation of customer experience initiatives for our premium customer segments. This role will report into our DashPass and VIP Experience Lead and will be responsible for driving industry-leading customer experience initiatives for our most loyal and active customers. The successful candidate will have a strategic mindset and operational rigor to bring that strategic mindset to life. This is an exciting opportunity for someone who wants to develop their skills in strategic planning, cross-functional team leadership, and data-driven decision making. Key Responsibilities Develop and implement strategic plans to drive industry-leading customer experience initiatives for premium customer segments Report out on core success metrics and develop strategies to optimize those metrics Lead cross-functional teams to implement strategies in a timely and impactful manner Partner with product and analytics teams to set and track key metrics Collaborate with cross-functional teams to ensure success during each quarter Build and execute strategies for growth of blithequark's top customer segments What We're Looking For We are excited about you because you have a unique combination of skills, experience, and personal qualities that make you an ideal fit for this role. You are: Organized and able to create structure out of nothing Able to solve problems from first principles and think outside the box Comfortable with a diverse set of responsibilities and able to thrive in a fast-paced environment Able to work effectively across a breadth of disciplines and teams Analytical and able to let data win arguments, with experience in SQL and Excel Persuasive and an effective communicator, able to speak and listen effectively Able to act with urgency and prioritize tasks to achieve results Relentless and willing to do what it takes to win, no matter what Essential Qualifications Bachelor's Degree 4+ years of experience in a competitive or challenging environment Preferred Qualifications Experience in customer experience, operations, or a related field Proven track record of success in strategic planning and implementation Experience in leading cross-functional teams and collaborating with multiple stakeholders Strong analytical and problem-solving skills, with experience in data analysis and interpretation Skills and Competencies To be successful in this role, you will need to possess a range of skills and competencies, including: Strategic thinking and planning Operational rigor and attention to detail Leadership and team management Communication and interpersonal skills Analytical and problem-solving skills Ability to work in a fast-paced environment and prioritize tasks effectively Career Growth Opportunities At blithequark, we are committed to providing our employees with opportunities for growth and development. As an Associate Manager, Customer Experience, you will have the opportunity to develop your skills and expertise in strategic planning, leadership, and customer experience. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Learning Benefits We believe in investing in the growth and development of our employees. As an Associate Manager, Customer Experience, you will have access to a range of learning and development opportunities, including training programs, mentorship, and coaching. You will also have the opportunity to work with a range of tools and technologies, including data analysis and interpretation software. Work Environment and Company Culture At blithequark, we are proud of our company culture and work environment. We believe in creating a workplace that is inclusive, supportive, and empowering. Our team is passionate about delivering exceptional customer experiences, and we are committed to making a positive impact on our customers and our community. As an Associate Manager, Customer Experience, you will be part of a talented team of professionals who are dedicated to making a difference. Compensation, Perks, and Benefits We offer a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes health insurance, retirement savings, and paid time off. We also offer a range of perks, including flexible working hours, remote work options, and professional development opportunities. Conclusion If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As an Associate Manager, Customer Experience at blithequark, you will have the opportunity to develop your skills and expertise, work with a talented team of professionals, and make a positive impact on our customers and our community. Don't miss out on this opportunity to join our team and take your career to the next level. Apply now to become a part of our dynamic and growing team!