Introduction to blithequark
blithequark is a renowned brand and one of America's leading retailers, known for its exceptional customer service and commitment to delivering outstanding experiences. As a Fortune 50 organization, blithequark has established itself as a leader in the retail industry, with a strong focus on innovation, customer satisfaction, and employee development. The Monetary and Retail Services (FRS) team at blithequark plays a vital role in driving customer loyalty, sales, and profit by providing remarkable enterprise services and payment solutions.
Job Overview
We are seeking an experienced and strategic leader to join our team as a Director of Guest Service Center. As a key member of our FRS leadership team, you will be responsible for providing operational and strategic leadership to support center leaders and colleagues. Your primary objective will be to build and maintain a high-performing team that delivers exceptional customer experiences, while working in a dynamic and fast-paced environment. You will develop and execute robust operational strategies to drive efficiency, deliver strong operational and cost results, and share leadership insights to improve customer experience and reduce customer pain points.
Key Responsibilities
- Drive an internal team of 6 to 9 Sr. Managers or Directors and 100+ colleagues serving customer contacts, with responsibility for resource strategy, development of organizational structure, and staffing models that fit the growth plan and needs of blithequark.com.
- Oversee customer service operating procedures, including but not limited to level one support, executive escalations, customer reviews, mobile assistance, marketplace, and multiple support channels such as chat, phone, and email.
- Collaborate with cross-functional teams to develop annual cost budgets and monthly budget estimates, and effectively lead efforts to manage costs to budget.
- Ensure that all service and quality objectives are consistently met through schedules, training phases, and process enhancements, while balancing cost guidelines.
- Develop and maintain strong internal partnerships with FRS Training, Communication, Pricing, Workforce management, Technology initiatives, and Product teams to enable service center success.
- Maintain regulatory and internal compliance requirements.
Enterprise Strategy
As a Director of Guest Service Center, you will drive initiatives that promote and drive deeper customer connections. You will build strong enterprise relationships across Digital, Customer Experience, Enterprise Insights, Store Operations, Marketing, Supply Chain, Finance, Tech, Distribution, and Vendor teams to formulate effective strategies and procedures to elevate customer service and experience, business, team, and financial performance. You will partner with Global Vendor Operations (GVO) to lead outsourced work, identify and drive global resource strategy, and ensure strong support execution.
Team Leadership
You will model and develop a strong team culture anchored in blithequark's mission and culture. You will build and maintain an inclusive and connected workplace for a high-performing team that thrives with customer centricity and growth. You will engage, develop, and retain talent through effective talent management practices to be a top-notch customer service team.
Reporting and Working Relationships
You will report to the Vice President, FRS at blithequark. You will interact with FRS and Colleague and Retail Services leadership teams, as well as Sr. Leaders and teams in blithequark.com, Finance, Tech, Vault, Store Operations, Vendor Association, HR, offshore vendor partners, and other internal/external partners as needed.
Qualifications and Requirements
To be successful in this role, you will need:
- A Bachelor's degree or higher in any discipline.
- 10 to 15 years of total experience, with at least 8 years of leadership experience in driving large teams, managing multiple processes, and strategic initiatives in Retail, E-commerce, or Financial Services.
- Superior communication, customer care, and relationship-building skills.
- Openness to flexible schedules to meet the needs across time zones (24/7/365).
- Proven track record of delivering significant business results and driving innovative initiatives.
- Strategic and decisive thinking abilities.
- Organized in the Customer Care/CX industry discipline.
- Strong analytical and reporting skills.
- Ability to motivate and influence large teams and stakeholders.
- Demonstrated project management skills.
- Openness to work in rotational shifts across 24/7.
Preferred Qualifications
- An MBA degree.
- Experience in driving/supporting technology change projects in a service environment.
- Experience in global resourcing.
Career Growth and Development
At blithequark, we are committed to the growth and development of our employees. As a Director of Guest Service Center, you will have access to a range of training and development opportunities, including leadership development programs, mentorship, and coaching. You will also have the opportunity to work with a talented and diverse team of professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
blithequark is a dynamic and fast-paced work environment that is committed to innovation, customer satisfaction, and employee development. Our company culture is built on a foundation of respect, inclusivity, and teamwork, and we are proud to be an equal opportunities employer. We offer a range of benefits and perks, including competitive salaries, bonuses, and benefits packages, as well as opportunities for career growth and development.
Compensation and Benefits
We offer a competitive salary range of $35-$40 per year, as well as a range of benefits and perks, including:
- Comprehensive health and wellness programs.
- Retirement savings plans.
- Paid time off and holidays.
- Employee discounts and rewards programs.
- Opportunities for career growth and development.
Conclusion
If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Director of Guest Service Center at blithequark, you will have the opportunity to make a real difference in the lives of our customers and employees, while working in a dynamic and fast-paced environment. Don't miss out on this chance to join our team and take your career to the next level. Apply now!
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