Experienced Customer Experience & Service Transformation Senior Manager – Driving Business Growth through Innovative Solutions

At blithequark, we're on a mission to accelerate growth and value for our clients through sustained customer relevance. As aSenior Manager in our Customer Experience & Service Transformation team, you'll play a critical role in helping our clients optimize and transform their customer service solutions, leveraging the latest technologies and innovative approaches to drive business growth and enhance the customer experience. About blithequarkblithequark is a leading global professional services company that helps the world's leading organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance services – creating tangible value at speed and scale.With a strong ecosystem of relationships and a commitment to creating 360° value, we enable our clients to reinvent and build trusted, lasting relationships. Your RoleAs aSenior Manager in our Customer Experience & Service Transformation team, you'll be responsible for evaluating clients' current customer service offerings and organizations, identifying gaps and opportunities, and generating and prioritizing recommendations for strategic solutions that address their unique needs and business goals.You'll lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences, collaborating across teams to generate insights and deliver customer-centric, insight-driven solutions. Key Responsibilities* Evaluate clients' current customer service offerings and organizations, identifying gaps and opportunities for improvement* Generate and prioritize recommendations for strategic solutions that address clients' unique needs and business goals* Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities to deliver optimal customer service experiences* Collaborate across teams to generate insights and deliver customer-centric, insight-driven solutions* Advise clients on how to leverage technologies, including CCaaS, CRM, and GenAI, to deliver on bolthires outcomes such as revenue growth, bolthires-savings, and improved experiences* Establish relationships with client stakeholders and build long-term partnerships for blithequark* Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service* Manage and coach junior team members, and continue to grow your own expertise* Contribute to perspectives and thought leadership to help blithequark maintain its thought-leadership positionRequirements* At least 8 years of experience in a role with customer support, executive ownership, leadership, and selling duties* Experience working in-depth with customer service and support business processes and capabilities* Solutioning and selling new ideas and proposals* Incorporating experience design and analytics into customer service and support processes* Leading and understanding large, complex global transformation projects* At least 5 years of experience working with:+ Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem+ Customer service platform technologies such as Salesforce and Dynamics+ Artificial intelligence and front-end digital platforms* Bachelor's degree in engineering, computer science, information systems, or business* Bonus points for:+ Having an MBA or equivalent graduate degree+ Being responsible for a customer support organization+ Having hands-on experience with artificial intelligence and conversational design+ Having expertise in Financial Services or ProductsWhat We Offer* Competitive compensation package, including base salary, bonus, and benefits* Opportunities for career growth and professional development* Collaborative and dynamic work environment* Recognition and rewards for outstanding performance* Access to the latest technologies and innovative approaches* Opportunities to work with exceptional people and leading companies across industriesWork Environment* Primary residency within 90 minutes of an approved blithequark office* Travel as required for client supportIf you're a motivated and experienced professional looking to drive business growth through innovative solutions, we encourage you to apply for this exciting opportunity.Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! AboutOur Company CultureAt blithequark, we believe that diversity and inclusion are fundamental to our culture and core values. We're committed to creating an inclusive environment where every person has a full sense of belonging. We believe that our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.Equal Employment Opportunity Statementblithequark is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.Accommodation RequestsIf you require accommodation to perform the essential functions of your role, please contact us at 1 (877) 889-9009 or send us an email. We're committed to providing equal employment opportunities for persons with disabilities or religious observances. Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of blithequark or an affiliated blithequark business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. California ResidentsIf you're a California resident, please click here for additional important information. Recruiting and Hiring StatementPlease read blithequark's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.At blithequark, we're passionate about creating positive, long-lasting value for our clients, people, and communities. We're looking for exceptional people who share our purpose and are committed to making a difference. If you're ready to join a dynamic and innovative team, we encourage you to apply for this exciting opportunity.