**Experienced Senior Manager of Customer Operations – Customer Success & Operational Excellence**

Are you a seasoned leader with a passion for delivering exceptional customer experiences and driving operational excellence? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join our team at blithequark as an Experienced Senior Manager of Customer Operations. In this pivotal role, you will lead and develop our customer-facing operational teams, ensuring seamless customer implementations, streamlining technical setup and ongoing maintenance, and achieving high levels of customer satisfaction and retention. **About blithequark** At blithequark, we're revolutionizing the way companies take care of their people. We believe that people are the most important asset to any organization, and that traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. Our easy-to-use and highly customizable fintech platform empowers People teams to implement, administer, and track benefits that meet employees where they are. With blithequark, companies can tailor their benefits to the unique needs of their workforce, ensuring that every employee has the support they need to thrive. **Our Mission** Our mission at blithequark is to help companies reimagine how they take care of their people. We're committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. As a member of our team, you'll be part of a dynamic and supportive community that values innovation, collaboration, and customer satisfaction. **What You'll Do at blithequark** As an Experienced Senior Manager of Customer Operations, you'll play a pivotal role in ensuring our customers realize maximum value from our solutions. Your leadership will directly impact customer satisfaction, retention, and growth while building a high-performing team that delivers exceptional service consistently. You'll help shape the operational foundation that enables our company to scale efficiently while maintaining our commitment to customer success. **Key Responsibilities** * Lead, mentor, and develop a cross-functional team of Implementation Managers, Technical Account Managers, and Operations Program Managers. * Create and implement career development plans for team members to ensure professional growth and high retention. * Establish clear team and individual performance metrics and conduct regular performance reviews. * Foster a collaborative, customer-centric culture focused on operational excellence. * Oversee the end-to-end customer implementation process, ensuring timely and successful launches. * Develop and refine implementation methodologies and playbooks to drive efficiency and customer satisfaction. * Collaborate with Sales, Product, and Engineering teams to ensure smooth customer onboarding. * Identify opportunities to streamline implementation processes and reduce time-to-serve. * Guide Technical Account Managers in developing strategic relationships with key accounts. * Ensure proactive identification and resolution of technical issues affecting customer satisfaction. * Implement strategies to efficiently both avert and address common technical pain points, both pre- and post-launch. * Develop and maintain escalation procedures for critical customer issues. * Drive the development and execution of operational initiatives that improve team efficiency and effectiveness. * Establish KPIs and reporting mechanisms to track operational health. * Collaborate with the Operations Program Manager to implement process improvements. * Oversee the creation and maintenance of documentation for operational processes. * Provide regular reporting on team performance, customer health, and operational metrics to executive leadership. * Identify trends and insights from customer interactions to inform product and service improvements. * Contribute to annual planning and budgeting for the Customer Operations function. **Requirements** * 7+ years of experience in customer operations, implementation or technical account management roles. * 3+ years of people management experience, preferably leading cross-functional teams. * Proven track record of driving operational excellence in a B2B environment. * Experience with customer lifecycle management from implementation through expansion. * Strong understanding of project management methodologies. * Exceptional communication, presentation, and interpersonal skills. * Data-driven approach to decision making and process improvement. * Bachelor's degree or equivalent practical experience. **Preferred Qualifications** * Experience in SaaS or technology companies. * Background in managing enterprise customer relationships. * Knowledge of change management principles. * Experience with scaled implementation methodologies. * MBA or relevant advanced degree. **What We Offer** * Competitive base salary of $140,000 to $170,000 + equity. * 95% coverage of medical, dental, and vision. * Fantastic benefits, including: + $250 WFH setup. + $150/month cell phone + internet. + $100/month Wellness. * No Meeting Wednesday! * Several team onsites a year. * Flexible PTO. * A dynamic and supportive work environment that values innovation, collaboration, and customer satisfaction. **Why Join blithequark?** At blithequark, we're committed to creating an inclusive environment for all our employees and are seeking to build a team that reflects the diversity of the people we hope to serve with our revolutionary products. As a member of our team, you'll have the opportunity to work with a talented and passionate group of individuals who are dedicated to making a positive impact on the world. We offer a dynamic and supportive work environment that values innovation, collaboration, and customer satisfaction. **How to Apply** If you're a seasoned leader with a passion for delivering exceptional customer experiences and driving operational excellence, we invite you to apply for the Experienced Senior Manager of Customer Operations role at blithequark. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you!