Senior Director of Customer Care and Service Recovery – Transformational Leader for Omni-Channel Support Operations and Customer Experience Strategy

Introduction to blithequark At blithequark, we are on a mission to revolutionize the way we interact with our customers, providing them with an unparalleled experience that sets us apart from the competition. As a leader in our industry, we recognize the importance of customer care and service recovery in driving revenue generation, cost optimization, and customer loyalty. We are seeking a strategic and operational powerhouse to lead our North American contact center operations and continue to transform our service recovery model. About the Role As the Senior Director of Customer Care and Service Recovery at blithequark, you will own a high-impact function that sits at the center of revenue generation, cost optimization, and customer loyalty across our franchise and corporate rental operations. This is more than a service role - it's a growth engine. You will oversee a function with measurable top-line impact, aligning cost control with revenue generation, and helping transform how we create loyalty at scale. You will also play a pivotal role in redefining our customer experience strategy post-transaction - one of the most critical inflection points for customer trust. Key Responsibilities In this role, you will be responsible for: Leading omni-channel support operations (phone, live chat, email, and agency correspondence) that serve millions of customers across North America Driving performance across key metrics (SLAs, CSAT, cost-per-contact, etc.) Managing vendor relationships, workforce planning, and technology strategy Overseeing revenue-generating service channels (sales, insurance replacement, rental extension, value-added-services) Coordinating with third parties (e.g., body shops, insurance partners) to optimize the customer journey and vehicle utilization Tracking and reporting on financial performance - both cost and revenue impact Designing and scaling recovery workflows that drive repeat rentals and Net Promoter Score Building a data-driven feedback loop to prioritize fixes that matter most to customers Partnering cross-functionally to close service gaps and empower agents to resolve issues with empathy and speed Developing talent, tools, and incentives to make service recovery a performance driver, not just a cost center Essential Qualifications To be successful in this role, you will need: Experience leading or influencing high-volume customer support, loyalty programs, or other customer operations A strong foundation in operational leadership - you know how to set goals, drive accountability, and manage performance across teams and vendors A strategic understanding of customer segments and how to tailor service models to drive repeat behavior and lifetime value The ability to balance efficiency metrics (SLA, cost, utilization) with outcome metrics (NPS, retention, revenue impact) Cross-functional instincts, with comfort working across Sales, Operations, Product, and Finance A data-driven approach - you translate insights into clear decisions, scalable processes, and measurable improvements Proven success managing both cost efficiency and revenue-generating service streams Experience owning or co-owning service recovery or CX functions with measurable impact on retention Analytical mindset with ability to balance operational KPIs and customer sentiment metrics (NPS, CSAT) Exceptional cross-functional leadership - you're as comfortable in the weeds with your team as you are in the boardroom Experience managing remote or distributed teams across time zones, including partners (BPO) in nearshore/offshore Strong familiarity with utilizing contact center platforms, CRM systems, and automation tools Preferred Qualifications While not required, the following qualifications are preferred: Experience in the rental car industry or a similar customer-facing environment Knowledge of customer experience strategy and design principles Familiarity with agile methodologies and lean principles Experience with data analytics and reporting tools Certifications in customer experience, contact center operations, or a related field What We Offer At blithequark, we offer a competitive compensation package, including: A starting base compensation of around $175,000, with annual bonus and profit-sharing eligibility A service vehicle provided for 24/7 professional and personal use Up to 40% off any standard rental Paid Time Off Medical, Dental & Vision plan options Retirement programs, including 401(k) employer matching Paid Parental Leave & Adoption Assistance Employee Assistance Program for employees & family Educational Reimbursement & Discounts Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness Perks & Discounts - Theme Park Tickets, Gym Discounts & more Our Culture At blithequark, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills, and talents that our employees invest in their work every day represent a significant part of our culture - and our success and reputation as a company. Individuals are encouraged to apply for positions because of the characteristics that make them unique. How to Apply If you are a motivated and experienced leader looking to make a real impact in the customer care and service recovery space, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. Equal Employment Opportunity blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values and respects all employees.