**Experienced Full Stack Director, Customer Engagement – Web & Cloud Application Development**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, dynamic environments where innovation and collaboration are key? If so, we invite you to join blithequark as a Director, Customer Engagement, where you'll lead two global operational teams and drive measurable business outcomes through operational excellence, human productivity, and customer impact. **About blithequark** At blithequark, we're on a mission to empower businesses to reach their peak potential by providing trusted insights and strategies from real software users. As the world's largest and most trusted software marketplace, we've helped over 100 million people annually make informed software decisions. Our platform has become the go-to destination for businesses of all sizes, including Fortune 500 companies, to build their reputation and grow their business. **Our Culture** At blithequark, we're driven by our PEAK values: Performance, Entrepreneurship, Authenticity, and Kindness. We believe in fostering a culture of continuous improvement, data-driven decision making, and alignment to our Conscious Leadership principles. Our global, diverse team is passionate about creating an inclusive and welcoming environment where everyone can thrive. **The Role** As a Director, Customer Engagement, you'll 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. You'll 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. **Key Responsibilities** * 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. * Serve as an advocate for operational teams in cross-functional planning with Product, Engineering, Marketing, and Customer Success. * 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 (e.g., Forethought) and automation solutions to improve productivity, case resolution speed, and campaign execution rates. * Ensure global coverage models, including APAC and US hour shifts, are optimized to provide continuous service without unnecessary cost. * Optimize tooling with new AI modalities to drive productivity and quality. * Establish and monitor KPIs for both human and technology-assisted productivity. * 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. **Minimum Qualifications** * 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. **Our Commitment to Inclusivity and Diversity** At blithequark, we're committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. **How We Use AI Technology in Our Hiring Process** blithequark incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications align with specific role requirements. While AI technology supports our recruitment workflow, all final hiring decisions remain under human oversight and judgment. **Your Choice Matters** If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any way—we will ensure your materials receive a thorough manual review by our hiring team. **Apply to this Job** Ready to join blithequark and drive customer engagement excellence? Apply now to become a Director, Customer Engagement and be part of our dynamic team that's shaping the future of software buying decisions and go-to-market strategies.