Senior Manager, Customer Success, Contact Center – Drive Customer Satisfaction and Operational Excellence at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as a Senior Manager, Customer Success, Contact Center. In this pivotal role, you will lead our Customer Resolution Team, driving customer satisfaction and operational efficiency while fostering a culture of innovation and growth.

About blithequark

blithequark is a global leader in the industry, dedicated to refreshing the world and making a difference. With a rich history spanning over 130 years, we have built a reputation for excellence, innovation, and customer-centricity. Our purpose is to nurture an inclusive culture that values collaboration, individual contributions, and the delivery of quality results. We believe that our culture is one of the reasons our company continues to thrive, and we invite you to be a part of it.

Key Responsibilities

As a Senior Manager, Customer Success, Contact Center, you will be responsible for leading our Customer Resolution Team, ensuring effective resolution of customer issues and enhancing the overall customer experience. Your key responsibilities will include:

• Lead the Customer Resolution Team: Provide leadership and direction to our Customer Resolution associates to ensure effective resolution of customer issues.
• Upskill Associates: Develop and implement training programs to enhance the competencies of current associates and prepare them for additional responsibilities.
• Enhance Customer Value: Collaborate with COM's (Customer Operations Managers) to develop and deliver enhanced customer value bundles.
• Operational Efficiency: Oversee and ensure the efficiency and prioritization of customer resolution processes.
• Data-Backed Insights: Provide insights and recommendations based on data analysis to improve the overall customer experience.
• Day-to-Day Operations Oversight: Manage daily operations, including Sales support, MyCoke platform, The McDonald's Division (TMD), and Tradeshow support.

Qualifications

To succeed in this role, you will need:

Minimum of 3-5 years of experience

in contact center operations and/or customer operations management.

Proven experience in leading and managing teams

.

Strong analytical and problem-solving skills

with a focus on process improvement.

Experience with implementing and managing technology-driven solutions

.

Excellent communication and interpersonal skills

.

Preferred Skills

While not required, familiarity with customer contracts and service level agreements, proficiency in using contact center software and tools, and experience in working with diverse teams will be highly valued.

Working Conditions

This role may require occasional travel to various customer locations and flexibility in working hours to oversee contact center operations across different time zones.

What We'll Do for You

At blithequark, we offer a competitive remuneration package, opportunities for professional development, and a work environment that values collaboration, individual contributions, and the delivery of quality results. We will provide you with the resources and support required to make substantial impacts, achieving both personal and professional milestones with us.

Skills

To succeed in this role, you will need to possess influencing and organizational skills, with a focus on driving customer satisfaction and operational excellence.

Pay Range

The base pay for this role is $114,000 - $139,000, with a full range of medical, financial, and/or other benefits offered, dependent on the position.

Annual Incentive Reference Value Percentage

The annual incentive reference value percentage for this role is 15, indicating performance at target.

Our Purpose and Growth Culture

At blithequark, we are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors - curious, empowered, inclusive, and agile - and value how we work as much as what we achieve.

Equal Opportunity Employer

blithequark is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please visit our website to learn more about our company culture and values, and to submit your application. Apply for this job