Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences through our innovative products and services. As a leader in our industry, we recognize the importance of building and maintaining strong relationships with our external partners to drive business growth, maximize customer satisfaction, and achieve our goals. We are now seeking an experienced Partner Manager to join our team, responsible for managing the daily operations of our BPO sites, driving accountability and outcomes, and fostering a culture of high performance and continuous improvement.
Job Summary
The Partner Manager will act as a liaison between blithequark and its partners, focusing on relationship management and driving mutual benefits. This role is key to our mission of raising the voice of the customer from our partners' agents, straight into the business, seeking constant improvements. The successful candidate will manage the daily operation of a number of our BPO sites, driving accountability and outcomes through consistent, professional dialogue, coaching, proactive action planning, root cause analysis, and problem-solving. The goal is to deliver the best possible customer experience by ensuring that our viewers' contacts are handled in a positive and effective manner.
Key Responsibilities
- Relationship Management: Regularly communicate with partners, understand their needs, address concerns, and proactively manage expectations to foster strong, long-term relationships and ensure a continuous improvement mindset.
- Build a strong team culture that embraces shared values and standards, so partners deliver a customer experience that represents the blithequark brand across the assigned region.
- Performance Monitoring: Track key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality, and Speed to Answer Rates related to partner performance, identify areas for improvement, co-develop action plans for improvement, monitor outliers, and collaborate with partners to optimize results across the advocate population.
- Internal Collaboration: Work closely with internal teams like Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications, and PMO to ensure seamless partner integration and alignment with company strategy.
- Partner Training and Support: Provide ongoing training and support to partners on BPO services, processes, and systems to ensure their ability to effectively sell and deliver solutions.
- Issue Resolution: Identify and resolve any partner-related issues promptly, act as a point of contact for partner concerns, and provide coaching or best practices to help elevate response.
- Market Analysis: Stay updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities.
- Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results.
- Provide insights and recommendations for executive meetings (MBR/QBR).
- Drive accountability and improvements in agent-level performance via scorecard reporting, including tracking of corrective actions, glide-path goals, and issue resolution across agents, teams, supervisors, etc.
- Bring the voice of the customer and advocates to stakeholders to develop new features, processes, and tools to improve the viewer experience.
- Responsible for auditing areas of the SOW, playbooks, etc.
- Collaborate in the gathering of information for new help center articles creation (FAQs / KBs).
- Ensure the BPOs' readiness for special events such as Partners launches, promos, and communications reinforcements.
- Administrative support tasks: POs / Invoicing Follow up / Payments.
Essential Qualifications
- Bachelor's degree in Business Administration, Business Management, or similar.
- 3+ years working in a high-volume customer-facing environment, with operational leadership experience.
- 5+ years of operational leadership experience.
- Ability to travel internationally as needed.
- Experience in building and managing internal or external teams.
- Excellent communication and interpersonal skills to build rapport with partners.
- Analytical skills to monitor partner performance and identify areas for improvement in driving continuous improvement in operational processes through partner leadership.
- Flexible - Willing to support the operation, including some weekends, nights, and holidays.
- Project management skills to oversee partnership initiatives.
- Proven ability to lead through influence and advocacy.
- Problem-solving skills for multiple, complex issues, including escalations management.
- Able to work in an environment of change and deliver to tight deadlines.
Preferred Qualifications
- 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners.
- Strong business acumen and understanding of the BPO industry.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Partner Manager, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and contribute to the success of our organization. You will also have access to training and development programs, mentorship, and career advancement opportunities.
Work Environment and Company Culture
blithequark is a dynamic and innovative company that values diversity, inclusion, and creativity. We foster a business culture where ideas and decisions from all people help us grow, innovate, create the best stories, and be relevant in a rapidly changing world. Our employees are passionate about delivering exceptional customer experiences, and we are committed to creating a work environment that is collaborative, supportive, and fun.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package, including a salary range of $103,500.00 to $138,800.00 per year, depending on the candidate's geographic region, job-related knowledge, skills, and experience. We also offer a range of benefits, including medical, financial, and other benefits, as well as a bonus and/or long-term incentive units. Our employees also enjoy a range of perks, including access to the latest technology, flexible working hours, and a dynamic and supportive work environment.
Conclusion
If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Partner Manager position at blithequark. This is a unique opportunity to join a dynamic and innovative company, work with a talented team of professionals, and contribute to the success of our organization. Don't miss out on this opportunity to take your career to the next level and apply today!
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