Job Summary
Blithequark is seeking an exceptional Senior Manager, Customer Service Customer Advocacy to lead our global organization in aligning customer problems and experiences with the right owners and driving root cause resolution. As a trusted leader, you will be responsible for developing and executing strategic plans to enhance customer experience, leveraging data analysis, and collaborating with cross-functional teams to drive business impact.
About Blithequark
At Blithequark, we are committed to delivering exceptional customer experiences through innovative solutions and a customer-centric approach. Our Customer Service Customer Advocacy team plays a critical role in ensuring that our customers receive the support they need, while also driving business growth and improvement. We value diversity, equity, and inclusion, and strive to create a workplace where everyone feels welcome, valued, and empowered to succeed.
Key Responsibilities
- Lead a global organization of up to 200 employees, with 6+ direct reports, to drive customer experience improvements and root cause resolution.
- Develop and execute strategic plans to enhance customer experience, leveraging data analysis, and collaborating with cross-functional teams to drive business impact.
- Manage a dynamic and complex caseload, ensuring flexibility and appropriate prioritization at all times.
- Communicate clearly with key stakeholders up to SVP level on issues impacting the customer experience and own the execution of proactive communications and remedial actions to mitigate against customer-impacting issues.
- Work backwards to anticipate the customer reaction to business initiatives, often in ambiguous circumstances, in order to launch defect-free features and ensure CS operations have all necessary information to manage customer contacts.
- Provide quantitative and qualitative information to business teams in order to drive process/policy change initiatives and root-cause resolution of customer pain-points by engaging with the relevant senior stakeholders through weekly, monthly and quarterly business reviews.
- Solve problems with strong analytical and EI skills, and build and maintain strong internal relationships across CS and with multiple business teams.
- Communicate and present to a senior audience, representing the voice of the customer to ensure appropriate escalation of customer-impacting defects.
Essential Qualifications
- Bachelor's Degree in Business Management or a related field.
- 10+ years of experience in roles that required data analysis, program management, creative problem solving, and cross-functional collaboration.
- 10+ years of experience leading leaders across varying disciplines, including program, product, and analytics roles.
- 10+ years of experience using Voice of the Customer analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.
- Global Stakeholder Management Experience across Americas, EU, and Asia Pacific regions.
- People management experience; leading multifunctional groups/teams.
Preferred Qualifications
- Advanced degree (technical or MBA).
- Six Sigma Master Black Belt or Lean Certification.
- Experience of remote management across multiple locations.
- Experience in customer service operations.
- Working knowledge of SQL and statistical concepts.
- Ability to converse with technology teams to bridge the language gap between business and tech.
- Proven track record of delivering large-scale, complex, and cross-functional projects and programs.
- Experience communicating and presenting to senior leaders with exceptional ability to influence without authority.
- Demonstrated ability to assess trade-offs and have the right instinct where data-based decision is not possible.
- Ability to identify areas for process optimization, process redesign, and waste reduction and lead from identification to execution.
What We Offer
At Blithequark, we offer a dynamic and supportive work environment that encourages growth, learning, and innovation. Our employees enjoy:
- Competitive salary and benefits package.
- Opportunities for career growth and professional development.
- Collaborative and inclusive work environment.
- Flexible work arrangements, including remote work options.
- Access to cutting-edge technology and tools.
- Recognition and rewards for outstanding performance.
How to Apply
If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at Blithequark. Please submit your resume and a cover letter outlining your qualifications and experience.
We are committed to diversity, equity, and inclusion, and welcome applications from candidates of all backgrounds. Blithequark is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Location
Seattle, WA
Expected Salary
Competitive salary range.
We look forward to hearing from you and exploring how you can contribute to our team's success at Blithequark.
Apply Now