Director, Customer Service and Operational Excellence – Leading High-Performance Teams and Driving Strategic Growth in Life Sciences at blithequark

Introduction to blithequark and the Industry

At blithequark, a pioneering nonprofit biological resources and standards organization, we are dedicated to shaping the future of science and global health. As a leader in our field, we recognize the importance of exceptional customer service in supporting the global scientific community with trusted, authenticated biological materials. Our mission is to fuel discovery and improve lives, and we are now seeking a highly experienced and visionary Director, Customer Service to join our team.

About the Role

In this critical leadership position, you will oversee the operational objectives of our Customer Service function, promoting a high-performance culture, developing budgets, and planning for organizational growth. As a seasoned leader, you will drive continuous process improvement and change management, leveraging technology and IT solutions to enhance the customer experience. Your expertise will be instrumental in leading a team of 30+ employees operating across all US time zones, ensuring compliance with local laws and regulations, and providing technical and scientific troubleshooting support to our customers.

Key Responsibilities

• Strategic Leadership and Customer Retention: Provide strategic direction for sales services and customer support, ensuring high-quality service delivery and developing a customer contact strategy to drive retention and growth.
• Performance Management and Continuous Improvement: Establish and monitor performance metrics, taking corrective action when necessary, and lead the continuous development of the customer service function, emphasizing product knowledge, proactive selling, and overall customer satisfaction.
• Cross-functional Collaboration and Data-Driven Decision Making: Maintain strategic ties with other business units, leveraging data to identify performance gaps and coordinate actions across the leadership team to deliver improved results.
• Team Leadership and Development: Coach and counsel managers and supervisors, including goal setting, personnel management, and leadership development, to ensure the success and growth of our customer service team.

Essential Qualifications

To be successful in this role, you will possess:

• A Bachelor's degree and 12 or more years of experience, including 6 or more years of supervisory experience or equivalent experience.
• Proven experience in leading and managing a customer service team, with a strong track record of driving high performance and achieving operational objectives.
• Expertise in customer retention strategies and customer relationship management (CRM), with the ability to resolve customer concerns effectively.
• Experience in establishing and monitoring performance metrics, implementing corrective actions, and leading process improvement initiatives to enhance the overall customer experience.
• Strong ability to interact with and maintain strategic relationships with other business units, leveraging data to drive decision making and deliver improved results.

Preferred Qualifications

While not required, the following qualifications are highly preferred:

• Prior exposure or background in life sciences, with a deep understanding of the industry and its unique challenges and opportunities.
• Experience with ERP implementation and change management, with a proven ability to drive technology adoption and process improvement.

Skills and Competencies

To excel in this role, you will possess:

• Strategic thinking and leadership: The ability to develop and execute strategic plans, driving growth and improvement across the customer service function.
• Communication and interpersonal skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
• Data analysis and problem-solving: Strong analytical and problem-solving skills, with the ability to leverage data to drive decision making and improve results.
• Coaching and development: A passion for coaching and developing others, with a focus on building a high-performing team and driving growth and succession.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Director, Customer Service, you will have access to:

• Professional development opportunities: Training, mentoring, and coaching to support your continued growth and development as a leader.
• Cross-functional collaboration: Opportunities to work with other business units and functions, broadening your understanding of the organization and its operations.
• Industry involvement: Participation in industry events, conferences, and networking opportunities, staying up-to-date on the latest trends and developments in life sciences.

Work Environment and Company Culture

At blithequark, we pride ourselves on our mission-focused culture, dedicated to supporting the global scientific community and improving lives. Our work environment is:

• Collaborative and inclusive: A dynamic and inclusive workplace, where diversity and individuality are valued and respected.
• Flexible and supportive: A flexible hybrid work arrangement, with opportunities for remote work and a comprehensive benefits package to support your well-being and work-life balance.
• Mission-driven: A deep commitment to our mission, with a focus on making a meaningful impact in the lives of others.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Salary range: $140,000 to $155,000 annually, depending on experience and qualifications.
• Benefits package: Comprehensive medical coverage, company-paid Life Insurance, Disability Insurance, and AD&D, as well as a 401(a) and 403(b) retirement plan.
• Perks and incentives: Opportunities for merit increases, corporate bonuses, and other incentives, recognizing and rewarding your contributions to the organization.

Conclusion

If you are a seasoned customer service leader, passionate about driving growth and improvement, and committed to making a meaningful impact in the lives of others, we invite you to join our team at blithequark. As a Director, Customer Service, you will play a critical role in shaping the future of science and global health, leading a high-performing team and driving strategic growth and excellence in customer service. Apply now to take the first step in this exciting and rewarding career opportunity.