Senior Manager - Customer Experience, Learning & Development at blithequark
Are you a forward-thinking leader with a passion for creating exceptional customer experiences and driving learning and development programs at scale? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we want to hear from you! blithequark is seeking a seasoned Senior Manager to lead our Customer Experience and Learning & Development team, and we're looking for someone who embodies the qualities of a true innovator and collaborator.
About blithequark
At blithequark, we're on a mission to revolutionize the way people experience food delivery and logistics. Our team is dedicated to providing exceptional customer service, and we're committed to creating a culture of learning and growth that empowers our employees to succeed. As a Senior Manager on our Customer Experience and Learning & Development team, you'll play a critical role in shaping the future of our organization and driving business success.
Job Summary
We're seeking a highly experienced Senior Manager to lead our Customer Experience and Learning & Development strategy for Dashers, Consumers, and New Business Verticals. As a key member of our team, you'll be responsible for developing and implementing learning programs that support our customer experience strategy, leveraging data analysis to measure program effectiveness, and collaborating with cross-functional teams to drive business results. If you're a results-driven leader with a passion for learning and development, we want to hear from you!
Key Responsibilities
* Partner with L&D operations to translate the customer experience strategy into tangible support teammate learning programs
- Develop and implement learning programs that support organizational strategic priorities, leveraging Automated QA and AI signals to identify performance improvement opportunities
- Collaborate with cross-functional teams, including Vendor BPOs, Quality Assurance, Workforce Management, Knowledge Management, and internal support operations, to ensure support teammates are equipped with the knowledge and tools to support customers
- Measure support teammate performance and correlate performance to efficacy of learning programs
- Identify opportunities to improve feedback loops between the field and audience team to promote continuous improvement
- Foster collaboration and engagement, both within blithequark and externally with our vendor partners
- Work with operations partners to prioritize and develop learning solutions that support organizational strategic priorities
- Develop and maintain a roadmap and prioritization of Audience-specific L&D projects
- Agree on success metrics with partners before launching an initiative and measure progress along the way, sharing results and insights at the conclusion of an initiative
- Monitor headwinds and understand the impact of external variables that might affect results
- Work with the team and partners through the completion of projects
- Zoom into the details and zoom out to a bird's-eye view to understand the "why" of what led to an initiative's success or failure, creating a culture of learning
Requirements
* 5+ years of experience in call center leadership or BPO management
- Unique combination of L&D experience and operational experience, such as management consulting, finance, private equity, technology, or a related field
- Experience leading L&D teams
- Experience as a trainer or in developing instructional materials
- Passion for creating learning and development programs at scale
- Results-driven leader with a focus on quality and output
- Excellent collaboration and communication skills, with the ability to develop productive relationships with partners
- Ability to present complex information both written and verbally
- Proficient in SQL and data analysis, with the ability to pull data from multiple sources and read and analyze data
- Project management skills, with the ability to complete multiple projects and priorities day-to-day
- Comfortable with ambiguity and able to adapt to changing priorities and deadlines
Preferred Qualifications
* Experience working in a fast-paced, dynamic environment
- Familiarity with Automated QA and AI signals
- Experience with data analysis and interpretation
- Familiarity with project management tools and software
- Experience working with cross-functional teams
What We Offer
* Great compensation packages and comprehensive health benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off and paid sick leave in compliance with applicable laws
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic life insurance
- Family-forming assistance
- A mental health program
How to Apply
If you're a motivated and results-driven leader with a passion for learning and development, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.
Join the blithequark Team
At blithequark, we're committed to creating a culture of learning and growth that empowers our employees to succeed. We're a dynamic and fast-paced organization that's always looking for talented individuals who share our passion for innovation and customer experience. If you're a motivated and results-driven leader with a passion for learning and development, we want to hear from you! Apply for this job