Senior Manager, Customer Operations and Strategy – Transformational Leader for High-Growth Environment at blithequark

Introduction to blithequark Imagine being part of a pioneering force that is revolutionizing the way people manage one of their most significant assets. At blithequark, we are on a mission to simplify and automate the process of owning a car, leveraging cutting-edge technology like artificial intelligence and machine learning. With a staggering $2 trillion market size in the U.S. alone, the potential for growth and impact is immense. As a pre-IPO startup with $240 million in funding and a remarkable 40X revenue growth over four years, we are poised to become a $5 billion business in the near future. Our team is comprised of brilliant leaders and teammates from renowned companies such as McKinsey, BCG, Bain, Nvidia, GEICO, Better, Nerdwallet, and a16z, ensuring a talent-dense environment that fosters accelerated career growth. About the Opportunity We are seeking an exceptional Senior Manager, Customer Operations and Strategy to join our team. Reporting to our VP, Insurance Operations, you will play a pivotal role in elevating our customer experience and ensuring operational efficiency. This will involve managing our onshore and offshore teams, comprising approximately 50 insurance agents, optimizing workflows, evaluating tools and systems, leveraging automation, and strengthening collaboration between customer-facing, product, and engineering teams. As the leader of our insurance operations team, you will set ambitious goals, drive execution, and maintain a culture of high performance, focusing on key metrics such as Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction. Key Responsibilities Performance Management: Build and maintain a high-performance culture among both onshore and offshore teams by setting ambitious goals, holding teams accountable, rewarding top performance, and addressing underperformance promptly. Hiring, Training & Onboarding: Plan for hiring, work closely with recruiting to bring on high-caliber team members, redesign and enhance onboarding and training programs, and ensure readiness assessments before new hires begin handling customer interactions. Workflow Optimization: Define and own workflow improvements, including the development of offshore teams, balancing efficiency with customer experience while adhering to licensing requirements. Systems Evaluation: Collaborate with our leadership team to evaluate and improve current systems, such as omni-channel solutions and tools like Front and Talkdesk. Automation: Partner with our automation and app teams to reduce incoming calls, texts, and requests, contributing to automation goals, and work to understand and improve our chatbot and voicebot performance. Essential Qualifications To excel in this role, you should have: Experience managing a team of 50+ inbound contact center agents in a fast-paced, high-volume environment. A proven track record of driving team performance indirectly through first-line people managers. Experience making improvements to processes and training to increase team efficiency. Ideal Profile The ideal candidate will possess: A framework for problem-solving, living by first principles. A high bar for themselves and their team, constantly pushing for excellence. Comfort communicating with diverse audiences, from front-line employees to senior executives. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our team members. As a Senior Manager, Customer Operations and Strategy, you will have the opportunity to: Work with a talented team of professionals from top-tier companies. Contribute to the development of innovative solutions that disrupt a massive market. Enhance your skills in leadership, strategy, and operations. Be part of a culture that values innovation, collaboration, and excellence. Work Environment and Company Culture Our work environment is dynamic, fast-paced, and collaborative. We believe in: Fostering a culture of high performance and continuous improvement. Encouraging open communication, transparency, and feedback. Providing opportunities for growth, learning, and development. Recognizing and rewarding outstanding performance and contributions. Compensation, Perks, and Benefits We offer a competitive compensation package, including: A salary commensurate with experience and qualifications. A comprehensive benefits package, including health insurance, retirement plans, and paid time off. Opportunities for professional growth and development. Access to cutting-edge technology and innovative solutions. Conclusion If you are a motivated and experienced professional looking to make a significant impact in a high-growth environment, we encourage you to apply for the Senior Manager, Customer Operations and Strategy role at blithequark. Join our team of passionate, curious, and egoless individuals who are dedicated to solving real-world problems and building a revolutionary product that is disrupting a massive market. Apply now and be part of our journey to become a $5 billion business in the next few years. blithequark is proud to be an Equal Employment Opportunity employer, committed to providing reasonable accommodations for individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, please contact us.