Experienced Customer Care Operations Leader – Digital Customer Experience and Character Development for Enhanced Client Relationships

Introduction to blithequark

At blithequark, we are revolutionizing the way we understand and interact with our customers. Our mission is to provide a seamless, personalized, and top-tier experience for every client, and we are looking for a talented and experienced Customer Care Operations Leader to join our team. As a key member of our Digital Customer Experience group, you will play a crucial role in driving the development of our customer character and identity, ensuring that we deliver exceptional service and build lasting relationships with our clients.

Job Overview

We are seeking an experienced and skilled operations leader to join our team, with a focus on customer-centricity, process improvement, and digital transformation. As a Customer Care Operations Leader, you will be responsible for driving the execution of our digital customer experience strategy, working closely with cross-functional teams, and ensuring that our customers receive a world-class experience across all touchpoints. This is a remote job opportunity, allowing you to work from the comfort of your own home and enjoy a better work-life balance.

Key Responsibilities

• Support the development of customer character and identity across various customer experience spaces, including store management desks and checkout
• Analyze existing customer experience streams at different touchpoints and identify areas for improvement
• Design and execute tests for customer identity capture, including telephone number and other relevant data points
• Interpret customer experience design principles and develop execution plans to enhance customer identity capture and utilization at point of sale
• Collaborate with product, field, and analytics teams to develop and execute experiments and analyze results
• Participate in cross-functional meetings and partner with product and survey teams to validate tests and identify areas for improvement
• Manage tests in the field and ensure successful execution, working closely with field operations teams
• Partner with stakeholders to communicate results, identify areas for improvement, and develop strategies for growth

Essential Qualifications

To be successful in this role, you will need to have a strong background in operations, project management, and customer experience. You should have a bachelor's degree in Business Administration, Engineering, Operations, or a related field, and at least 7 years of experience in operations, project management, or a related area. You should also have a proven track record of driving process improvements, influencing internal stakeholders, and delivering results in a fast-paced environment.

Preferred Qualifications

While not required, we prefer candidates with experience leading cross-functional teams or projects, and those with certifications in project management, such as PMP or Agile. A master's degree in Operations Management or a related field is also a plus. If you have experience working in a retail or store environment, and have a deep understanding of customer needs and preferences, we would love to hear from you.

Skills and Competencies

To succeed in this role, you will need to have a unique blend of skills and competencies, including:

• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and identify areas for improvement
• Excellent communication and interpersonal skills, with the ability to influence internal stakeholders and build strong relationships with cross-functional teams
• A customer-centric mindset, with a deep understanding of customer needs and preferences
• Experience with project management tools and methodologies, such as Agile or Scrum
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously

Career Growth Opportunities

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Customer Care Operations Leader, you will have access to a range of training and development opportunities, including mentorship programs, leadership development courses, and tuition reimbursement. You will also have the opportunity to work on high-visibility projects, and to collaborate with cross-functional teams to drive business results.

Work Environment and Company Culture

At blithequark, we are proud of our company culture, which is built on a foundation of respect, inclusivity, and teamwork. We believe in creating a work environment that is supportive, collaborative, and fun, and we offer a range of benefits and perks to help our employees thrive. From flexible working hours to employee recognition programs, we are committed to helping our employees achieve a better work-life balance and to feel valued and appreciated for their contributions.

Compensation and Benefits

We offer a competitive salary and benefits package, including medical, vision, and dental coverage, as well as 401(k) matching and stock options. You will also be eligible for performance-based bonuses, and will have access to a range of other benefits, including paid time off, parental leave, and employee discounts. We are committed to providing a comprehensive and competitive benefits package, and to helping our employees achieve financial security and peace of mind.

Conclusion

If you are a motivated and experienced operations leader, with a passion for customer experience and digital transformation, we would love to hear from you. This is a unique opportunity to join a dynamic and growing company, and to play a key role in shaping the future of customer care. Apply now to become a part of our team, and to start your journey with blithequark.