Experienced Manager, Customer Experience Partner Success – Enhancing Global Support Operations and Delivering Exceptional Customer Experience

Introduction to blithequark At blithequark, we are passionate about empowering local economies and making a meaningful impact on the lives of our customers, partners, and employees. As a technology and logistics company, we have started with door-to-door delivery and are now expanding our horizons to become the go-to platform for delivering any and all goods. Our mission is built on the principles of empathy, innovation, and customer satisfaction, and we are committed to creating a work environment that is inclusive, diverse, and supportive of everyone's well-being. About the Team Our Customer Experience Partner Success team is responsible for managing and operating blithequark's large and growing global network of support centers. Our ultimate goal is to deliver an outstanding customer experience as reliably as possible, at scale. We are a team of dedicated professionals who are passionate about customer satisfaction, quality, and process improvement. We work closely with our support partners (BPOs) to ensure that their quality meets blithequark's expectations, and we are committed to driving operations excellence and quality improvements across multiple support sites. About the Role We are looking for an experienced Manager, Customer Experience Partner Success to join our team and play a critical role in enhancing the quality of our customer support experience. As a Manager, Customer Experience Partner Success, you will be responsible for managing the support experience of our international last-mile logistics platform, partnering with support partners to ensure their quality meets blithequark's expectations, and driving operations excellence and quality improvements across multiple support sites. You will report to blithequark's Senior Manager, Customer Experience Partner Success and will be based in one of our core offices or work remotely with the right fit. Key Responsibilities Create new and use existing reporting to identify areas to improve performance metrics and productivity through quality monitoring Execute quality monitoring programs that result in measurable behavioral changes in Teammates (agents) Partner with training and content to reinforce compliance with new launches, processes, and policies Maintain multiple sites' quality performance within a calibrated target Perform business review with Support Partner Teams Identify, recommend, and formulate process and project improvements Work cross-functionally to identify areas of opportunity for blithequark to improve its business by understanding customer needs Identify and report on trends early and often Other projects assigned by management or as needed Note that this role may require up to 20% travel (International and Domestic) to ensure that our support partners are meeting blithequark's quality expectations and to identify areas for improvement. Essential Qualifications To be successful in this role, you will need to have: A BA/BS degree in quantitative or business fields or an additional four years of work experience in quantitative or business areas 3+ years of support operations experience managing support KPIs such as CSAT Proven track record of driving operations excellence and quality improvements across multiple support sites Strong analytical and data-driven skills, with experience distilling large data sets to actionable insights - root cause analysis is your specialty Excellent written, verbal, and visual communication skills, with the ability to present complex information clearly and concisely Well-organized and attentive to detail, with impeccable follow-up and follow-through capabilities Comfortable in a fast-paced, constantly changing, team-oriented environment and able to manage multiple deadlines simultaneously An owner mentality, focused on quality, output-driven, proactive, and always pushing yourself to do better Preferred Qualifications While not essential, the following qualifications are preferred: Experience working with support partners (BPOs) to drive quality improvements Knowledge of customer support metrics and benchmarks Experience with quality monitoring programs and root cause analysis Strong project management skills, with the ability to manage multiple projects simultaneously Experience working in a global or international environment, with a deep understanding of cultural differences and nuances Skills and Competencies To be successful in this role, you will need to have the following skills and competencies: Strong analytical and problem-solving skills, with the ability to analyze complex data sets and identify areas for improvement Excellent communication and interpersonal skills, with the ability to work effectively with support partners, teammates, and stakeholders Strong project management skills, with the ability to manage multiple projects simultaneously and prioritize tasks effectively Ability to work in a fast-paced, constantly changing environment, with a strong focus on quality, output, and customer satisfaction Strong attention to detail, with the ability to identify and report on trends and areas for improvement Career Growth Opportunities and Learning Benefits At blithequark, we are committed to supporting the growth and development of our employees. As a Manager, Customer Experience Partner Success, you will have the opportunity to: Develop your skills and expertise in customer support operations and quality improvement Work with a talented team of professionals who are passionate about customer satisfaction and quality Contribute to the growth and development of blithequark's global support operations Participate in training and development programs to enhance your skills and knowledge Take on new challenges and responsibilities as you grow and develop in your role Work Environment and Company Culture At blithequark, we are committed to creating a work environment that is inclusive, diverse, and supportive of everyone's well-being. Our company culture is built on the principles of empathy, innovation, and customer satisfaction, and we are passionate about making a meaningful impact on the lives of our customers, partners, and employees. As a Manager, Customer Experience Partner Success, you will be part of a talented team of professionals who are dedicated to delivering exceptional customer experiences and driving business growth. Compensation, Perks, and Benefits The successful candidate's starting pay will fall within the pay range listed below and is determined based on job-related factors including, but not limited to, skills, experience, qualifications, work location, and market conditions. Base salary is localized according to an employee's work location. Ranges are market-dependent and may be modified in the future. In addition to base salary, the compensation for this role includes opportunities for equity grants. Talk to your recruiter for more information. blithequark cares about you and your overall well-being. That's why we offer a comprehensive benefits package for all regular employees that includes a 401(k) plan with an employer match, paid time off, paid parental leave, wellness benefits, and several paid holidays. Additionally, for full-time employees, blithequark offers medical, dental, and vision benefits, disability and basic life insurance, family-forming assistance, a commuter benefit match, and a mental health program, among others. The base pay for this position ranges from our lowest geographical market up to our highest geographical market within California, Colorado, District of Columbia, Hawaii, New Jersey, New York, and Washington. $112,200—$165,000 USD Conclusion If you are a motivated and experienced professional who is passionate about customer satisfaction, quality, and process improvement, we encourage you to apply for this exciting opportunity to join blithequark's Customer Experience Partner Success team. As a Manager, Customer Experience Partner Success, you will play a critical role in enhancing the quality of our customer support experience and driving business growth. Don't miss out on this opportunity to join a talented team of professionals who are dedicated to delivering exceptional customer experiences and making a meaningful impact on the lives of our customers, partners, and employees. Apply for this job