Senior Director, Customer Operations Support and Strategic Leadership – Driving Innovation and Excellence in Customer Experience

Introduction to blithequark

At blithequark, we empower individuals to live, work, and play by connecting them to what brings them joy. We are a community of innovators, creatives, and impact-makers who anticipate, lead, and believe that listening is where learning begins. Our team is a dynamic and diverse group of people who come together to lift our communities and build trust in how we show up, everywhere and always. If you're looking for a place to share your ideas freely, learn, grow, and thrive, you're in the right place.

Job Overview

We are seeking an experienced Senior Director, Customer Operations Support to lead our team in CS Operations Partner Development. As a strategic leader, you will provide recommendations to Senior Leadership on key business decisions and objectives by collecting and analyzing data to ensure programs are relevant, effective, and well-received. You will lead the execution and follow-up of action items across the Senior Leadership team and be responsible for executing on the outsource contract strategy.

Key Responsibilities

• Lead a team of individuals in CS Operations Partner Development and provide strategic recommendations to Senior Leadership
• Collect and analyze data to ensure programs are relevant, effective, and well-received
• Lead the execution and follow-up of action items across the Senior Leadership team
• Execute on the outsource contract strategy, including market analysis and vendor selection
• Lead a project team in support of the workforce optimization strategy, including new site launches and movement of work
• Manage the Invoice team, auditing and processing ~200 business partner invoices per month
• Identify cost-saving opportunities through auditing invoices and contracts
• Support Security Compliance for VCG, including timely mitigation and remediation of security findings
• Collaborate with Corporate Security and blithequark Internal Audit on the implementation of best practices
• Work with Threat Management and Learning Development on proactive Security training and communication awareness

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree or equivalent years of experience
• 8+ years of relevant experience
• 5+ years of people management and leadership experience
• Experience leading organizations of 50 employees or more
• Experience with outsourcing and vendor management
• Strong financial acumen and experience managing budgets
• Experience in Customer Facing Telecommunications
• Proven track record of engagement and influence with all levels of the organization
• Process Improvement/Innovation/Project Management experience
• Flexibility to work nights and/or weekends and holidays per business needs
• Ability to work and collaborate cross-functionally
• Strong logic, quantitative, and analytical skills; deductive reasoning and problem-solving skills

Preferred Qualifications

While not required, the following qualifications are preferred:

• Operations background
• Experience with Google Office Suite
• Excellent communication and presentation skills
• Demonstrated organizational, interpersonal, and negotiation skills
• Experience collaborating across different functional areas
• Agile Certification
• Ability to thrive in a fast-paced, dynamic work environment

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping you grow and develop in your career. You will have access to a range of learning and development opportunities, including training programs, mentorship, and coaching. You will also have the opportunity to work on complex and challenging projects, collaborating with cross-functional teams to drive innovation and excellence in customer experience.

Work Environment and Company Culture

Our work environment is dynamic and fast-paced, with a focus on collaboration, innovation, and customer-centricity. We believe in empowering our employees to be their authentic selves, and we celebrate our differences. We are committed to creating a workplace where everyone feels valued, connected, and empowered to reach their potential and contribute their best.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary range of $169,000.00 to $314,000.00 annually, depending on your location and confirmed job-related skills and experience. You will also be eligible for a range of benefits, including health and wellness benefits, short-term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, and tuition assistance.

Conclusion

If you are a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Senior Director, Customer Operations Support at blithequark, you will have the chance to make a real impact on our customers and our business, while developing your skills and advancing your career. Don't miss out on this opportunity to join our dynamic and innovative team – apply today!

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