Senior Director Customer Care, Contact Center - Chat and Digital Transformation Leader at blithequark

Introduction to blithequark and the Industry

Imagine being part of a dynamic team that empowers lives, fuels businesses, and drives innovation through reliable, high-speed connectivity solutions. At blithequark, we understand that connectivity is no longer a luxury, but a necessity that transforms the way we live, work, and interact. As a leader in the fast-paced world of connectivity, we're committed to delivering exceptional customer experiences that exceed expectations. Our mission is to provide seamless, efficient, and personalized support to our customers, and we're looking for a talented Senior Director Customer Care, Contact Center - Chat to join our team and help us achieve this vision.

Job Summary

We're seeking an experienced and visionary leader to oversee our digital contact center operations, with a focus on chat and social channels. The ideal candidate will be an expert in digital care operations, with a proven track record of leading high-performing teams and driving customer satisfaction, revenue growth, and operational excellence. As a Senior Director Customer Care, Contact Center - Chat at blithequark, you will be responsible for developing and implementing strategies that enhance customer experience, improve operational efficiency, and drive business results.

Key Responsibilities

• Provide day-to-day leadership and direction to dynamic teams, ensuring exceptional customer satisfaction and care KPI attainment on chat and social channels
• Conduct performance assessments and identify opportunities to improve performance, increase revenue, and optimize operations
• Design and implement robust customer care processes, procedures, policies, and standards to achieve high-level customer experience in chat and social media
• Present performance evolution to senior leadership, identifying drivers and improvement opportunities
• Identify upselling and cross-selling opportunities and implement needed changes to generate revenue within the digital care process
• Collaborate with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels
• Analyze customer contact drivers, identify specific improvement opportunities, and develop operational action plans and cross-functional initiatives to improve NPS, customer satisfaction, and customer loyalty
• Partner with the WFM team on requirements and short/long-range planning
• Work closely with the Vice President, Care Operations to define strategies, outline requirements, plan implementations, and measure the results of care digital channels operations and delivering on KPIs

Essential Qualifications

To be successful in this role, you will need:

• A B.S. or B.A. degree; Master's degree preferred
• 10+ years of leadership experience with digital channel management experience at a leadership level
• Experience managing large-scale call centers or customer care teams
• Strong understanding of BPOs and the telecommunications industry
• Excellent written, verbal, and communication skills, as well as strong presentation skills
• Ability to work under pressure and meet challenging deadlines without compromising quality
• Must be data-driven and results-oriented
• Ability to travel up to 10% of the time

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience with digital transformation and contact center technology
• Knowledge of customer experience metrics and benchmarking
• Certification in contact center management or a related field
• Experience with workforce management software and tools

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Strong leadership and management skills, with the ability to motivate and inspire teams
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders
• Strong analytical and problem-solving skills, with the ability to analyze data and drive insights
• Ability to work in a fast-paced environment and adapt to changing priorities
• Strong customer focus, with a commitment to delivering exceptional customer experiences

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Senior Director Customer Care, Contact Center - Chat, you will have access to:

• Comprehensive training and development programs
• Opportunities for career advancement and professional growth
• A dynamic and supportive work environment that encourages innovation and creativity
• A culture that values diversity, equity, and inclusion

Work Environment and Company Culture

At blithequark, we're proud of our culture and values, which are built on four core pillars:

• Taking Ownership: We empower our employees to take responsibility and embrace proactive problem-solving
• Upholding Transparency: We foster trust among our team and loyal customers through open and honest communication
• Creating Community: We're committed to fostering an environment of collaboration, innovation, and positivity
• Demonstrating Expertise: We uphold our promise of delivering top-quality products and services through continuous learning and engagement with our customers

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range of $161,186.00 - $230,265.00 per year, depending on experience and location
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development

Conclusion

If you're a motivated and experienced leader looking for a new challenge, we encourage you to apply for the Senior Director Customer Care, Contact Center - Chat role at blithequark. As a member of our team, you will have the opportunity to make a real impact on our customers' lives, drive business results, and grow your career in a dynamic and supportive environment. Don't miss out on this exciting opportunity to join our team and shape the future of connectivity. Apply today!