Experienced Senior Program Manager - Customer Returns Experience and Client Satisfaction Improvement Specialist at blithequark

Introduction to blithequark and the Industry At blithequark, we are passionate about delivering exceptional customer experiences that set us apart in the industry. As a leader in our field, we recognize the importance of continuously improving our processes to meet the evolving needs of our clients. The customer returns experience is a critical aspect of our business, and we are seeking a highly skilled Senior Program Manager to join our team. This role offers a unique opportunity to drive customer satisfaction, contribute to the bottom line, and significantly impact blithequark's customer experience strategy. Job Overview As a Senior Program Manager at blithequark, you will play a vital role in developing and enhancing our customer-facing returns features. Reporting directly to the Head of Returns, Replacements, and Refunds (RRR), you will be responsible for expanding client-facing returns features, improving their value, and making them more appealing to our customers. Your expertise will be instrumental in introducing new, more flexible options to address existing and future edge cases, including drop-off options at physical locations and the introduction of new carriers. Key Responsibilities Foster a deep understanding of our customer segments to best comprehend and cater to their needs. Develop and improve customer-facing returns features to make the returns process more efficient, effective, and customer-friendly. Own the concept and launch of customer-facing returns options to address existing and future edge cases, including drop-off options at physical locations, the introduction of new carriers, and more. Collaborate closely with cross-functional teams, including Fulfillment Operations, Merchandising Category teams, Customer Service, and others within the RRR group. Strive for continuous improvement by identifying and implementing innovative solutions to further delight our customers. Track key performance indicators and manage detailed project plans to drive performance and accountability. Communicate project updates to Customer Service management and other key stakeholders. Identify areas of risk for RRR expectations and collaborate with business owners to address and remediate. Manage interdependencies and coordination across projects to ensure that information related to project expectations, risks, and issues is accurately communicated to key stakeholders. Foster collaboration, key alignment, coordinated planning, and mutually supportive relationships with business owners, project leaders, and key stakeholders. Essential Qualifications To be successful in this role, you will need: A bachelor's degree in Business Administration, Finance, Operations Management, or a related quantitative field. 10+ years of experience in technical program management or similar experience managing cross-functional operations and aligning product/business requirements with technical requirements. A proven track record of developing and improving customer-facing features in a product management capacity. Strong leadership and influencing skills to collaborate with cross-functional teams. The ability to work effectively with senior leadership and communicate product strategy and impact. The ability to introduce new, innovative options and solutions to address diverse customer needs. Demonstrated expertise in driving growth and improvements in the customer experience area. Preferred Qualifications While not required, the following qualifications are preferred: Experience working in a fast-paced, dynamic environment with a focus on customer satisfaction. Knowledge of project management methodologies and tools, such as Agile or Scrum. Experience with data analysis and interpretation, with the ability to inform business decisions with data-driven insights. Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strategic thinking : The ability to develop and implement strategic plans that align with blithequark's overall business objectives. Collaboration and influencing : The ability to work effectively with cross-functional teams and influence stakeholders to achieve shared goals. Communication : Excellent written and verbal communication skills, with the ability to communicate complex ideas and plans to both technical and non-technical stakeholders. Problem-solving : The ability to analyze complex problems and develop innovative solutions that meet customer needs and drive business results. Adaptability : The ability to adapt to changing priorities and circumstances, with a focus on delivering results in a fast-paced environment. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Senior Program Manager, you will have access to a range of career growth opportunities and learning benefits, including: Professional development programs : Opportunities to develop new skills and competencies through training and development programs. Mentorship : The opportunity to work with experienced leaders and mentors who can provide guidance and support in your career development. Cross-functional opportunities : The opportunity to work on cross-functional projects and develop a deeper understanding of blithequark's business operations. Work Environment and Company Culture At blithequark, we pride ourselves on our positive and supportive work environment. Our company culture is built on a foundation of: Collaboration : We believe in the power of collaboration and teamwork to achieve shared goals. Innovation : We encourage innovation and creativity, with a focus on developing new solutions that meet customer needs. Customer focus : We are passionate about delivering exceptional customer experiences that set us apart in the industry. Compensation, Perks, and Benefits As a Senior Program Manager at blithequark, you will be eligible for a range of compensation, perks, and benefits, including: Competitive salary : A salary range of $42-$52 per hour, depending on experience. Comprehensive benefits package : A range of benefits, including medical, dental, and vision insurance, as well as a 401(k) matching program. Flexible work arrangements : The opportunity to work from home or remotely, with flexible hours to support work-life balance. Conclusion If you are a motivated and experienced program manager with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. As a Senior Program Manager, you will play a critical role in driving customer satisfaction, contributing to the bottom line, and shaping the future of our customer experience strategy. Don't miss out on this chance to join our team and make a meaningful impact on our business. Apply now to take the first step in your new career! Apply for this job