Job Title: Strategic Customer Experience Leader – Driving Operational Excellence and Continuous Improvement at blithequark
Job Description:
Join blithequark's Dynamic Team as a Strategic Customer Experience Leader
Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? Look no further! blithequark is seeking a highly motivated and experienced Strategic Customer Experience Leader to lead our customer service initiatives and drive operational excellence across the organization.About blithequark
At blithequark, we're committed to revolutionizing the way we interact with our customers. We believe that every interaction should be a positive and memorable experience, and we're looking for a talented individual to help us achieve this vision. Our team is passionate about delivering exceptional service, and we're excited to welcome a new member who shares our enthusiasm and commitment to excellence.Key Responsibilities:
As a Strategic Customer Experience Leader, you will be responsible for leading a team to develop, plan, organize, measure, and coordinate objectives for the Customer Service Division. Your key responsibilities will include:- Developing and implementing strategic plans to drive customer service excellence and continuous improvement
- Coordinating and establishing quality standards for customer service contracts
- Providing direct leadership for business solutions related to contractor relationships
- Developing and coordinating project management activities to support people and contract process improvement
- Providing data analytics for operations and service quality
- Developing project plans, metrics, and goals for the Customer Service Division
- Leading major customer service call center initiatives, including business case development and implementation
- Supporting key systems and tools to improve productivity
- Ensuring compliance with all applicable laws, regulations, and company policies and procedures
Qualifications:
To be successful in this role, you will need:- A Bachelor's degree or equivalent work experience in Business or a quantitative discipline
- At least 10 years of experience in marketing, advertising, sales administration, or a related discipline, with 5 years in a management capacity
- Excellent quantitative, analytical, statistical, and problem-solving skills
- Outstanding organizational skills to manage multiple projects and priorities
- Ability to prioritize tasks, work on various assignments, and coordinate rapidly changing assignments in a team environment
- Ability to build and maintain organizational relationships with various stakeholders in a diverse, large organization, utilizing strong human relations and communication skills (verbal and written)
- Experience within the transportation industry is preferred
- Proficiency in Microsoft Office (Word, PowerPoint, Excel, Outlook), with Access preferred
Working Conditions:
As a Strategic Customer Experience Leader, you will be required to:- Travel regularly
- Work flexible hours
Preferred Qualifications:
While not required, the following qualifications would be an asset:- Experience with project management methodologies and tools
- Knowledge of data analytics and business intelligence tools
- Ability to communicate effectively with stakeholders at all levels
Career Growth Opportunities and Learning Benefits:
At blithequark, we're committed to helping our employees grow and develop their careers. As a Strategic Customer Experience Leader, you will have access to:- Regular training and development opportunities
- Mentorship and coaching from experienced leaders
- Opportunities for career advancement and professional growth
- A collaborative and supportive work environment
Work Environment and Company Culture:
blithequark is a dynamic and fast-paced organization that values innovation, creativity, and teamwork. Our team is passionate about delivering exceptional service, and we're committed to creating a work environment that is inclusive, diverse, and supportive. As a Strategic Customer Experience Leader, you will be part of a team that is dedicated to making a positive impact on our customers and the community.Compensation, Perks, and Benefits:
We offer a competitive compensation package, including:- A salary that reflects your experience and qualifications
- A comprehensive benefits package, including medical, dental, and vision coverage
- A 401(k) retirement plan with company match
- Generous paid time off and holidays
- Opportunities for professional development and growth