Introduction to blithequark
At blithequark, we are passionate about delivering exceptional customer experiences that exceed expectations and foster long-term loyalty. As a leader in the industry, we recognize the importance of putting our customers at the forefront of everything we do. Our commitment to innovation, quality, and customer satisfaction has enabled us to build a reputation as a trusted and reliable partner for our customers. We are now seeking an experienced and skilled Senior Manager Customer Service Customer Advocacy to join our team and play a key role in shaping our customer experience strategy.
Job Overview
The Senior Manager Customer Service Customer Advocacy will lead a global organization responsible for designing and implementing products and processes that align customer problems and experiences with the right owners and drive root cause resolution. As the single-threaded owner of the Executive Customer Relations (ECR) program, you will drive the strategic direction for the channel, own the roadmap, and manage a team of up to 200 employees with 6+ direct reports. Your expertise in customer experience, program management, and cross-functional collaboration will be essential in delivering high-quality results and driving business growth.
Key Responsibilities
- Develop and lead a team of up to 200 employees with 6+ direct reports to achieve business objectives and deliver exceptional customer experiences
- 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
- Build and maintain strong internal relationships across CS and with multiple business teams to drive collaboration and achieve business objectives
- Communicate and present to a senior audience, representing the voice of the customer to ensure appropriate escalation of customer-impacting defects
Essential Qualifications
To be successful in this role, you will need to have:
- A 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
While not essential, the following qualifications are highly desirable:
- An 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
Skills and Competencies
To excel in this role, you will need to possess:
- Strong analytical and problem-solving skills, with the ability to analyze complex data and develop creative solutions
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels
- Strong leadership and management skills, with the ability to motivate and inspire teams to achieve business objectives
- Ability to work in a fast-paced environment, with a high degree of flexibility and adaptability
- Strong business acumen, with a deep understanding of the industry and market trends
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Senior Manager Customer Service Customer Advocacy, you will have access to a range of training and development opportunities, including:
- Leadership development programs to enhance your skills and knowledge
- Opportunities to work on high-visibility projects and initiatives
- Collaboration with cross-functional teams to drive business growth and innovation
- Regular feedback and coaching to support your career development
Work Environment and Company Culture
At blithequark, we pride ourselves on our dynamic and inclusive work environment. Our company culture is built on a foundation of:
- Respect and empathy for our customers and employees
- A commitment to innovation and continuous improvement
- A focus on teamwork and collaboration
- A passion for delivering exceptional customer experiences
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- A comprehensive health and wellness program
- A 401(k) matching program
- A generous paid time off policy
- Opportunities for professional development and growth
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Senior Manager Customer Service Customer Advocacy role at blithequark. With your expertise and passion for delivering exceptional customer experiences, you will play a key role in shaping our customer experience strategy and driving business growth. Apply now to join our team and take your career to the next level!
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