**Experienced Customer Experience & Strategy Lead – Driving Operational Excellence and Customer Delight at blithequark**

Are you a seasoned leader with a passion for driving operational excellence and customer satisfaction? Do you thrive in fast-paced, high-growth environments where no two days are ever the same? Look no further than this exciting opportunity to join blithequark as our Customer Experience & Strategy Lead. **About blithequark** blithequark is revolutionizing the way the next generation explores careers, builds skills, and gets hired. Our three-sided marketplace connects 18 million students and alumni, 1,500+ academic institutions across the U.S. and Europe, and 1 million employers to power the AI economy. As a human data labeling business, we leverage the scale of the largest early career network to build a new generation of human data products for the world's leading AI research labs. **Join a Fast-Growing Team Shaping the Future of AI** This is a unique opportunity to join a fast-growing team of experts shaping the future of AI through better data, better tools, and better systems. With a proven market demand, world-class team, and capitalized & scaling business, blithequark is poised for continued growth and success. As our Customer Experience & Strategy Lead, you'll play a critical role in driving operational excellence and customer satisfaction across our organization. **About the Role** We're looking for a seasoned leader who thrives at the intersection of business operations and customer experience leadership. In this role, you'll drive operational improvement projects to streamline workflows, reduce escalations, and enhance the customer experience. You'll spend ~70% of your time diagnosing and fixing systemic operational pain points using data, process design, and cross-functional influence, and ~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 * Use 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:** * 2-4 years 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 * 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 * Bias toward action and a builder mentality – you don't just document problems, you fix them **Perks and Benefits:** * Ownership: Equity in a fast-growing company * Financial Wellness: 401(k) match, competitive compensation, financial coaching * Family Support: Paid parental leave, fertility benefits, parental coaching * Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend * Growth: $2,000 learning stipend, ongoing development * Remote & Office: Stipends for home office setup, internet, commuting, and free lunch/gym in our SF office * Time Off: Flexible PTO, 15 holidays + 2 flex days, winter #ShakeBreak where our whole office closes for a week! * Connection: Team outings & referral bonuses **Why Join blithequark?** * Join a fast-growing team shaping the future of AI * Collaborate with a world-class team of experts * Drive operational excellence and customer satisfaction across our organization * Enjoy a comprehensive benefits package, including equity, financial wellness, family support, wellbeing, growth, remote & office, time off, and connection * Explore our mission, values, and comprehensive US benefits at joinblithequark.com/careers **Apply Now!** If you're a seasoned leader with a passion for driving operational excellence and customer satisfaction, we encourage you to apply for this exciting opportunity to join blithequark as our Customer Experience & Strategy Lead.