Experienced Manager of Voice Experience for Innovative Customer Service Solutions – Leading the Way in Exceptional Client Experiences at blithequark

Introduction to blithequark At blithequark, our mission to empower local economies shapes how our team members move quickly, learn, and emphasize to make significant decisions that show compassion for our range of clients — from partners to customers. We are a technology and operations company that started with house-to-house delivery, and we are searching for team members who can help us go from a company that is known for delivering food to a company that people go to for all possible products. As part of our commitment to innovation and customer satisfaction, we are introducing a new line of business that drives huge development for our organization: Voice Requesting. About the Voice Experience Group The Voice Experience group is responsible for the overall quality of the program, ensuring that we can deliver a top-tier experience for our partners. Our team plans, manages, and operates blithequark's large and growing global network of support centers, with the ultimate goal of delivering an exceptional client experience as consistently as possible. As a key member of this team, you will play a crucial role in shaping the future of our customer service solutions and driving growth for our organization. About the Job We're recruiting a Manager, Voice Experience, who will work closely with other Voice Experience team members as well as cross-functional partners to deliver quality for our partners and maintain quality for our existing book of business. The Manager will be responsible for a book of business of partners, define what a quality experience is for those partners, including setting and monitoring metrics, work with cross-functional teams to improve training and quality assurance, and develop tools and product features to streamline processes. The Manager will have a high level of visibility across the organization by owning quality for the program, which will drive volume growth and retain existing volume. Key Responsibilities: Own the outcome of launches and quality for existing partners Contribute to the continuous improvement of our processes, including streamlining workflows through product and feature development Work closely with a large array of cross-functional partners, including Product, Analytics, Engineering, Global Support Operations, to create new solutions Acquire a high level of visibility from organizational leadership by driving a "big bet" for blithequark Define and monitor metrics to measure quality and drive improvement Develop and implement training programs to ensure partners have the skills and knowledge needed to deliver exceptional customer experiences Collaborate with cross-functional teams to identify and prioritize areas for improvement Develop and maintain relationships with partners to ensure their needs are met and their feedback is incorporated into our solutions Essential Qualifications: We're excited about you because you have: A Bachelor's degree in a relevant field 5+ years of experience in a competitive or challenging environment Proven track record of success in delivering high-quality results and driving growth Excellent communication and problem-solving skills Ability to work independently and as part of a team Strong analytical and data-driven decision-making skills Experience working with cross-functional teams, including Product, Analytics, Engineering, and Operations Preferred Qualifications: We're also looking for: Experience in customer service or a related field Knowledge of SQL or data modeling Experience with product development and feature implementation Strong project management skills Ability to work in a fast-paced environment and adapt to changing priorities Skills and Competencies: To be successful in this role, you will need: Strong leadership and management skills Excellent communication and interpersonal skills Ability to work independently and as part of a team Strong analytical and problem-solving skills Ability to drive results and deliver high-quality outcomes Strong attention to detail and ability to prioritize tasks Career Growth Opportunities and Learning Benefits: At blithequark, we are committed to supporting the growth and development of our team members. As a Manager, Voice Experience, you will have opportunities to: Develop your leadership and management skills Expand your knowledge of customer service and product development Work with cross-functional teams to drive innovation and growth 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 value diversity, equity, and inclusion, and we are committed to creating a workplace where everyone feels welcome and included. Our company culture is built on the principles of: Empathy and compassion for our clients and team members Speed and agility in responding to changing priorities and needs Collaboration and teamwork to drive innovation and growth Continuous learning and improvement to stay ahead of the curve Accountability and ownership for delivering high-quality results Compensation, Perks, and Benefits: We offer a comprehensive compensation package, including: A competitive salary range of $35-$40 per year Opportunities for equity awards Comprehensive benefits package, including health insurance, 401(k) plan, and paid time off Wellness benefits, including mental health support and employee assistance programs Professional development opportunities, including training and education programs Conclusion: If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Manager, Voice Experience role at blithequark. As a key member of our team, you will have the opportunity to drive growth, innovation, and exceptional customer experiences, while developing your skills and knowledge in a fast-paced and dynamic environment. Don't miss out on this exciting opportunity to join our team and shape the future of customer service at blithequark. Apply now and take the first step towards an exciting and rewarding career! Apply for this job