Senior Associate, Customer Experience Strategy and Operations – Driving Excellence in Consumer Satisfaction and Retention through Data-Driven Insights and Strategic Planning

Introduction to blithequark At blithequark, we're passionate about delivering exceptional customer experiences that exceed expectations and foster long-term loyalty. As a key player in the customer experience landscape, our team is dedicated to designing and operating a large and growing global network of support centers that provide outstanding service to our customers. We're committed to empowering local economies and making a positive impact on the communities we serve. Our mission is to create a seamless and personalized experience for our customers, and we're looking for talented individuals to join our team and help us achieve this vision. About the Role We're seeking a highly skilled and experienced Senior Associate to join our Customer Experience Strategy and Operations team. As a Senior Associate, you will play a critical role in identifying, prioritizing, and executing initiatives that improve our customers' experience when they engage with our customer support organization. You will own the reporting, strategic planning, and execution of initiatives to drive the improvement of key measures of consumer satisfaction and retention. This is an exciting opportunity to develop a strategic mindset and operational rigor, working closely with cross-functional teams to bring our vision to life in a fast-paced and dynamic environment. Key Responsibilities Strategize and set the direction of blithequark's Consumer Experience, moving swiftly to understand and eliminate the drivers of delivery defects Analyze data (SQL/Mode) to produce insights and identify opportunities to improve speed, quality, effectiveness, and customer experience Collaborate with product, engineering, analytics, support teams, and teams within customer experience to guide priority projects that improve the customer experience Build and execute company-level priority projects to improve blithequark's Consumer experience, from high-level strategy to the lowest level of detail Forecast and track key metrics, using data to inform decisions and drive business outcomes Partner with cross-functional teams to develop and implement process improvements that enhance the customer experience Develop and maintain a deep understanding of our customers' needs and preferences, using this insight to inform strategic decisions About Our Team Our Customer Experience team is a dynamic and collaborative group of professionals who are passionate about delivering exceptional customer experiences. We're a team that values innovation, creativity, and outside-the-box thinking, and we're committed to supporting each other's growth and development. As a Senior Associate on our team, you'll have the opportunity to work with a talented group of individuals who are dedicated to making a positive impact on our customers' lives. Essential Qualifications 3+ years of experience in a competitive, fast-paced environment, with a proven track record of success Experience handling requests from a variety of different channels efficiently and effectively Ability to create structure out of nothing, with a strong analytical mindset and problem-solving skills Comfortable pulling your own data in SQL or modeling in Excel, with the ability to perform complex functions and modeling Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams Ability to thrive in a diverse set of responsibilities, with a love of working across a breadth of disciplines and teams Preferred Qualifications Experience in customer experience, operations, or a related field, with a deep understanding of customer needs and preferences Strong knowledge of data analysis and interpretation, with the ability to use data to inform decisions and drive business outcomes Experience with project management tools and software, with the ability to prioritize and manage multiple projects simultaneously Strong leadership and mentoring skills, with the ability to motivate and inspire team members Experience working in a fast-paced and dynamic environment, with the ability to adapt to changing priorities and deadlines Skills and Competencies To be successful in this role, you'll need to possess a unique combination of skills and competencies, including: Strong analytical and problem-solving skills, with the ability to think critically and outside the box Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams Ability to create structure out of nothing, with a strong sense of organization and prioritization Comfortable pulling your own data in SQL or modeling in Excel, with the ability to perform complex functions and modeling Strong leadership and mentoring skills, with the ability to motivate and inspire team members Ability to thrive in a diverse set of responsibilities, with a love of working across a breadth of disciplines and teams Career Growth Opportunities and Learning Benefits At blithequark, we're committed to supporting the growth and development of our team members. As a Senior Associate, you'll have access to a range of career growth opportunities and learning benefits, including: Professional development programs and training opportunities Mentorship and coaching from experienced leaders Opportunities for advancement and career progression Access to a range of tools and resources to support your growth and development A collaborative and dynamic work environment that encourages innovation and creativity Work Environment and Company Culture At blithequark, we're proud of our company culture and work environment. We're a team that values diversity, equity, and inclusion, and we're committed to creating a workplace that is welcoming and inclusive to all. Our company culture is built on a set of core values that include: A passion for delivering exceptional customer experiences A commitment to innovation and creativity A focus on teamwork and collaboration A dedication to diversity, equity, and inclusion A passion for making a positive impact on our customers' lives Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package that includes a range of perks and benefits, including: A comprehensive benefits package, including healthcare, 401(k) matching, and paid time off Opportunities for equity grants and stock options A dynamic and collaborative work environment that encourages innovation and creativity Access to a range of tools and resources to support your growth and development A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive workplace Conclusion If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Senior Associate on our Customer Experience Strategy and Operations team, you'll have the chance to make a real impact on our customers' lives, while developing your skills and advancing your career. Don't miss out on this opportunity to join a dynamic and collaborative team that is dedicated to making a positive impact on the world. Apply today to become a part of the blithequark team and help us achieve our mission of delivering exceptional customer experiences.