Experienced Director of Customer Engagement and Operational Excellence – Leading Global Customer Support and Review Programs

Welcome to blithequark At blithequark, we empower businesses to reach their peak potential by providing trusted insights from real software users. As the world's largest and most trusted software marketplace, we help over 100 million people annually, including employees at all Fortune 500 companies, make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with us to build their reputation and grow their business. Our goal is to be the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. About Our People At blithequark, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You'll be part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other's successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit, we push each other to take on challenging work, which will help us all grow and learn. Our global, diverse team of smart, dedicated, and kind individuals celebrates and highlights the diverse identities of our team through people-led ERGs. About the Role The Director, Customer Engagement will lead two global operational teams: Customer Support and Customer Review Programs. These teams share a common focus on delivering measurable business outcomes through operational excellence, human productivity, and customer impact. This leader will oversee distinct yet complementary functions: a global customer support organization that resolves non-technical inquiries at scale, and a campaign-focused team that drives strategic customer review programs in alignment with business goals. The role will manage approximately 4 managers or team leads and 20+ global resources across the US, APAC, and EMEA. Key Responsibilities In this role, you will focus on: Leadership & Strategy: Lead and manage the Customer Support and Customer Review Programs teams, ensuring each delivers on defined KPIs, service levels, and productivity goals. Establish a unified operational vision while respecting the distinct deliverables, workflows, and success metrics of each function. Collaborate with senior leadership to align engagement strategies with broader company objectives. Operational Excellence: Drive process standardization and efficiency across both functions, identifying areas where shared tools, workflows, and metrics can create scale benefits. Oversee deployment and optimization of AI tooling and automation solutions to improve productivity, case resolution speed, and campaign execution rates. Ensure global coverage models are optimized to provide continuous service without unnecessary cost. Customer Outcomes: Maintain high standards for customer satisfaction across both support and review program interactions. Ensure Customer Review Programs deliver measurable contributions to review volume, quality, and strategic campaign impact. Ensure Customer Support operations meet SLAs for responsiveness, resolution, and CSAT, with ongoing improvements in AI deflection and self-service success rates. Team Development & Management: Hire, coach, and develop managers and team leads in each function to foster accountability, growth, and operational mastery. Create career paths for team members that encourage skill development across both operational and strategic campaign roles. Promote a culture of continuous improvement, data-driven decision making, and alignment to blithequark's PEAK values and Conscious Leadership principles. Essential Qualifications We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway. The minimum qualifications for this role include: Bachelor’s degree or equivalent experience in business, customer experience, or a related field. Minimum 8 years in operational leadership and management roles within technology or SaaS organizations, with experience managing multiple teams or functions. Proven success in delivering operational excellence in both customer-facing support and program execution environments. Demonstrated experience implementing and scaling AI and automation tools; Forethought.ai experience strongly preferred. Strong cross-functional collaboration skills, with a track record of aligning with product, engineering, marketing, and customer success stakeholders. Proficient in operational toolsets, including Salesforce Service Cloud, Jira, and analytics platforms. Data-driven decision maker with a proven ability to translate metrics into action plans. Experience leading global teams with diverse operational goals and distributed workforces. Preferred Qualifications In addition to the essential qualifications, we prefer candidates with: Experience in the software or technology industry. Knowledge of customer support and review program best practices. Familiarity with AI and automation technologies. Strong communication and interpersonal skills. Ability to work in a fast-paced environment and adapt to changing priorities. Skills and Competencies To be successful in this role, you will need: Leadership skills: Ability to lead and manage multiple teams, with a focus on operational excellence and customer satisfaction. Strategic thinking: Ability to develop and implement strategic plans, with a focus on aligning with business goals and objectives. Operational expertise: Knowledge of customer support and review program best practices, with a focus on process standardization and efficiency. Communication skills: Ability to communicate effectively with stakeholders, including customers, team members, and senior leadership. Collaboration skills: Ability to work cross-functionally with teams, including product, engineering, marketing, and customer success. Career Growth Opportunities At blithequark, we are committed to helping our employees grow and develop in their careers. As a Director, Customer Engagement, you will have opportunities to: Develop your leadership skills, with a focus on operational excellence and customer satisfaction. Expand your knowledge of customer support and review program best practices. Collaborate with cross-functional teams, including product, engineering, marketing, and customer success. Contribute to the development of strategic plans, with a focus on aligning with business goals and objectives. Learning Benefits We offer a range of learning benefits, including: Professional development opportunities: We provide opportunities for professional development, including training, mentorship, and education assistance. Industry conferences and events: We sponsor attendance at industry conferences and events, to help you stay up-to-date on the latest trends and best practices. Online courses and tutorials: We provide access to online courses and tutorials, to help you develop new skills and expand your knowledge. Work Environment and Company Culture At blithequark, we are committed to creating a positive and inclusive work environment, with a focus on: Diversity and inclusion: We celebrate and highlight the diverse identities of our team, and are committed to creating an inclusive environment where everyone can thrive. Collaboration and teamwork: We believe in the power of collaboration and teamwork, and encourage open communication and feedback. Wellness and self-care: We prioritize wellness and self-care, and offer a range of benefits and programs to support your physical and mental health. Compensation, Perks, and Benefits We offer a competitive compensation package, including: Salary and bonus: We offer a competitive salary and bonus structure, with opportunities for growth and development. Benefits: We provide a range of benefits, including health, dental, and vision insurance, as well as retirement savings and education assistance. Perks: We offer a range of perks, including flexible work arrangements, remote work options, and access to industry events and conferences. Conclusion If you are a motivated and experienced leader, with a passion for customer engagement and operational excellence, we encourage you to apply for this role. At blithequark, we are committed to helping our employees grow and develop in their careers, and offer a range of learning benefits and opportunities for professional development. Join our team and contribute to our mission of empowering businesses to reach their peak potential.