Experienced Senior Customer Support Program Manager - Change Management and Strategic Development

Introduction to blithequark At blithequark, we are passionate about delivering exceptional customer experiences through our innovative and dynamic customer support (CS) organization. As a leader in our industry, we are committed to fostering a culture of continuous improvement, collaboration, and growth. Our team is dedicated to making a meaningful impact, and we are excited to invite a talented and experienced Senior Customer Support Program Manager to join our ranks. This is a unique opportunity to drive significant change, shape the direction of our CS activities, and leave a lasting legacy at blithequark. Job Overview We are seeking a highly skilled and results-driven Senior Program Manager to lead our change management initiatives and drive strategic development within our CS organization. As a seasoned professional, you will be responsible for managing our change control processes, developing and refining our project intake methods, and ensuring that all changes are implemented efficiently and effectively. Your expertise in navigating complex situations, building strong relationships with senior stakeholders, and driving business outcomes will be essential in this role. Key Responsibilities Manage change requests from various stakeholders, assessing and prioritizing demands to ensure alignment with business objectives and targets. Conduct thorough impact assessments to evaluate the effects of proposed changes, identifying potential risks, benefits, and conditions. Collaborate with relevant stakeholders to understand implications and gather feedback, ensuring that all changes are thoroughly vetted and approved. Develop and maintain change management policies, procedures, and guidelines, ensuring that all changes are implemented in a controlled and efficient manner. Establish clear communication protocols for project intake, keeping stakeholders informed throughout the process, from initial submission to final decisions. Proactively manage stakeholder expectations, providing timely updates and clear justifications for project determinations or delays. Track key metrics related to project intake, such as project volume, approval rates, time to decision, and resource allocation efficiency. Foster a culture of transparency and collaboration to acquire buy-in for proposed changes, driving business outcomes and continuous improvement. Essential Qualifications To be successful in this role, you will need: A Bachelor's degree in a related field (Technical, Business, Management) or equivalent experience. A minimum of 7 years of experience in strategic planning and change management, preferably within a CS e-commerce environment. A strong understanding of change management principles, processes, and best practices, with experience in change management methodologies (e.g., Prosci ADKAR, Kotter 8-Step). Excellent analytical and problem-solving skills, with the ability to analyze complex situations, assess the impact of changes, and make data-driven decisions. Strong verbal and written communication skills, with the ability to convey change goals, plans, and updates to stakeholders at all levels. Proven ability to engage and influence stakeholders from various departments and levels of the organization, building relationships and aligning change initiatives with business objectives. Preferred Qualifications While not essential, the following qualifications are highly desirable: Experience with project management techniques and tools, including scope management, resource allocation, scheduling, and risk management. Leadership characteristics, with the ability to inspire and motivate teams, facilitate change adoption, and drive organizational change. Technical expertise in relevant systems, processes, or projects, depending on the nature of the changes being implemented. Flexibility and adaptability, with the ability to adjust to changing circumstances, remain resilient in the face of challenges, and maintain a positive attitude in uncertain environments. Career Growth and Development At blithequark, we are committed to the growth and development of our employees. As a Senior Customer Support Program Manager, you will have access to a range of training and development opportunities, including: Leadership development programs, designed to enhance your skills and knowledge in areas such as strategic planning, change management, and team leadership. Technical training, to help you stay up-to-date with the latest systems, processes, and technologies relevant to your role. Coaching and mentoring, to support your career goals and provide guidance on your professional development. Opportunities for advancement, as you take on new challenges and contribute to the growth and success of our organization. Work Environment and Culture At blithequark, we pride ourselves on our dynamic and collaborative work environment. Our team is passionate about delivering exceptional customer experiences, and we are committed to fostering a culture of: Continuous improvement, with a focus on innovation, experimentation, and learning. Collaboration, with a emphasis on teamwork, communication, and mutual respect. Growth and development, with opportunities for training, development, and advancement. Recognition and reward, with a range of benefits and incentives to recognize and reward your contributions. Compensation and Benefits We offer a competitive salary range for this role, with a specific salary proposed to the successful candidate based on their experience, education, and location. Our benefits package includes: A range of insurance options, including medical, dental, vision, life, disability, and accident insurance. 401(k) and stock options, to support your long-term financial goals. Flexible spending accounts, telemedicine, and pet adoption reimbursement, to support your work-life balance and well-being. Unlimited PTO, dependent on manager approval, to ensure you have the time and flexibility you need to recharge and pursue your interests. Opportunities for professional development, including training, coaching, and mentoring, to support your career growth and advancement. Conclusion If you are a motivated and experienced professional, looking for a challenging and rewarding role that offers opportunities for growth and development, we encourage you to apply for this exciting opportunity. As a Senior Customer Support Program Manager at blithequark, you will be part of a dynamic and collaborative team, dedicated to delivering exceptional customer experiences and driving business success. Don't miss this chance to make a meaningful impact and take your career to the next level. How to Apply To apply for this role, please follow these steps: Read the official notification carefully, to ensure you understand the requirements and qualifications for the role. Fill out the application form, providing all required information and attachments, including your resume, cover letter, and any supporting documents. Submit your application, and our recruitment team will review your submission and contact you to discuss the next steps. Apply Job! Apply for this job