Experienced Managing Director of Customer Experience – Strategic Leadership and Operational Excellence in Delivering World-Class Customer Service Solutions

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences that exceed expectations and build lasting relationships. As a leader in our industry, we recognize the importance of strategic direction, operational excellence, and continuous improvement in all our customer service initiatives. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted and reliable partner for our clients. We are now seeking an experienced Managing Director of Customer Experience to join our team and lead the strategic direction, operational excellence, and continuous improvement of all customer service initiatives across our organization. Job Overview The Managing Director of Customer Experience will be responsible for leading a team to develop, plan, organize, measure, and coordinate objectives for the Customer Service Division. This will involve coordination, selection, establishment, and adherence to quality standards for customer service contracts, as well as providing direct leadership for business solutions related to contractor relationships. The successful candidate will be responsible for developing plans to support people and contract process improvement for more efficient operations, developing and coordinating project management activities, and providing data analytics for operations and service quality. Key Responsibilities Lead a team to develop, plan, organize, measure, and coordinate objectives for the Customer Service Division Coordinate, select, establish, and adhere to quality standards for customer service contracts Provide direct leadership for business solutions related to contractor relationships Develop plans to support people and contract process improvement for more efficient operations Develop and coordinate project management activities Provide data analytics for operations and service quality Develop project plans, metrics, and goals for the Customer Service Division Lead major customer service call center initiatives, including business case development and implementation Support key systems and tools to improve productivity Comply with all applicable laws, regulations, as well as blithequark policies and procedures Perform other duties as required Qualifications and Skills The ideal candidate will have a Bachelor's degree or equivalent work experience in Business or a quantitative discipline, with at least ten years of experience in marketing, advertising, sales administration, or a related discipline, including five years in a management capacity. Excellent quantitative, analytical, statistical, and problem-solving skills are essential, as well as outstanding organizational skills to manage multiple projects and priorities. Essential Qualifications Bachelor's degree or equivalent work experience in Business or a quantitative discipline Ten years of experience in marketing, advertising, sales administration, or a related discipline, with five years in a management capacity Excellent quantitative, analytical, statistical, and problem-solving skills Outstanding organizational skills to manage multiple projects and priorities Ability to prioritize tasks, work on various assignments, and coordinate rapidly changing assignments in a team environment Ability to build and maintain organizational relationships with various stakeholders in a diverse, large organization utilizing strong human relations and communication skills (verbal and written) Proficient in Microsoft Office (Word, PowerPoint, Excel, Outlook); Access preferred Preferred Qualifications Experience within the transportation industry Knowledge of customer service best practices and trends Experience with project management tools and software Certification in customer service or a related field Career Growth and Development At blithequark, we are committed to the growth and development of our employees. As a Managing Director of Customer Experience, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. Work Environment and Culture blithequark is a dynamic and fast-paced organization that values innovation, creativity, and teamwork. Our culture is built on a foundation of respect, integrity, and open communication, and we are committed to creating a work environment that is inclusive, supportive, and rewarding. As a Managing Director of Customer Experience, you will be part of a team that is dedicated to delivering exceptional customer experiences and making a positive impact on our clients and our community. Compensation and Benefits blithequark offers a competitive compensation and benefits package that includes a salary range of $120,000 - $150,000 per year, depending on experience. We also offer a range of benefits, including health insurance, retirement savings, and paid time off. Additionally, we provide opportunities for professional growth and development, as well as recognition and rewards for outstanding performance. Conclusion If you are a motivated and experienced customer service professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Managing Director of Customer Experience at blithequark, you will have the chance to lead a team of talented professionals, develop and implement strategic plans, and make a positive impact on our clients and our community. Don't miss out on this opportunity to join a dynamic and fast-paced organization that values innovation, creativity, and teamwork. Apply today to become a part of the blithequark team and take your career to the next level! How to Apply To apply for this exciting opportunity, please submit your application, including your resume and a cover letter, to our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted. blithequark is an equal opportunity employer and welcomes applications from diverse candidates.