Experienced Full Stack Partner Manager – Customer Experience for Digital Transformation at blithequark

We are seeking an exceptional professional to as an Experienced Full Stack Partner Manager – Customer Experience for Digital Transformation at blithequark. As a key member of our Direct to Consumer (D2C) division, you will play a pivotal role in building and maintaining strategic relationships with external partners to ensure seamless operations, maximize customer experience, and achieve business goals. This is an exciting opportunity to join a dynamic team that is shaping the future of customer experience in the entertainment industry. About blithequark blithequark is a global leader in the entertainment industry, known for its innovative approach to storytelling and customer experience. Our mission is to create magical experiences that transport our audiences to new worlds, and our values of innovation, creativity, and customer-centricity guide everything we do. We are committed to fostering a culture of high performance, continuous improvement, and collaboration, and we are seeking like-minded professionals to. Job Summary As an Experienced Full Stack Partner Manager – Customer Experience for Digital Transformation, you will be responsible for building and maintaining strategic relationships with external partners to ensure seamless operations, maximize customer experience, and achieve business goals. You will work closely with internal teams to deliver excellent service and meet performance expectations, and you will be the primary point of contact for partner concerns and issues. Your goal will be to drive continuous improvements in operational processes through partner leadership, and to ensure that our partners deliver a customer experience that represents the blithequark brand. Key Responsibilities * Relationship Management: + Regularly communicate with partners to understand their needs, address concerns, and proactively manage expectations. + Foster strong, long-term relationships with partners to ensure a continuous improvement mindset. + Work with partners to build a strong team culture that embraces shared values and standards. * Performance Monitoring: + Track key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality and Speed to Answer Rates related to partner performance. + Identify areas for improvement, co-develop action plans for improvement, and monitor outliers. + Collaborate with partners to optimize results across the advocate population. * Internal Collaboration: + Work closely with internal teams such as Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications, and PMO to ensure seamless partner integration and alignment with company strategy. * Partner Training and Support: + Provide ongoing training and support to partners on BPO services, processes, and systems. + Ensure partners' ability to effectively sell and deliver solutions. * Issue Resolution: + Identify and resolve any partner-related issues promptly. + Act as a point of contact for partner concerns and provide coaching or best practices to help elevate response. * Market Analysis: + Stay updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities. * Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results. * Provide insights and recommendations for executive meetings (MBR/QBR). * Drive accountability and improvements in agent-level performance via scorecard reporting. * Bring the voice of the customer and advocates to stakeholders to develop new features, processes, and tools to improve the viewer experience. * Responsible for auditing areas of the SOW, playbooks, etc. * Collaborate in the gathering of info for new help center articles creation (FAQs / KBs). * Ensure BPOs' readiness for special events such as Partners launches, promos, and communications reinforcements. What You'll Need * Bachelor's degree in Business Administration, Business Management, or similar. * 3+ years working in high-volume customer-facing environment, with operational leadership experience. * 5+ years operational leadership experience. * Ability to travel internationally as needed. * Experience in building and managing internal or external teams. * Excellent communication and interpersonal skills to build rapport with partners. * Analytical skills to monitor partner performance and identify areas for improvement. * Flexible – willing to support the operation including some weekends, nights, and holidays. * Project management skills to oversee partnership initiatives. * Proven ability to lead through influence and advocacy. * Problem-solving skills for multiple, complex issues including escalations management. * Able to work in an environment of change and the ability to deliver to tight deadlines. Preferred Qualifications * 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners. * Strong business acumen and understanding of the BPO industry. * Disability accommodation for employment applications. About the Role As an Experienced Full Stack Partner Manager – Customer Experience for Digital Transformation, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences. You will be responsible for building and maintaining strategic relationships with external partners to ensure seamless operations, maximize customer experience, and achieve business goals. This is an exciting opportunity to join a dynamic team that is shaping the future of customer experience in the entertainment industry. Work Environment and Company Culture blithequark is a global leader in the entertainment industry, known for its innovative approach to storytelling and customer experience. Our mission is to create magical experiences that transport our audiences to new worlds, and our values of innovation, creativity, and customer-centricity guide everything we do. We are committed to fostering a culture of high performance, continuous improvement, and collaboration, and we are seeking like-minded professionals to. Compensation and Benefits The hiring range for this position in CA is $103,500.00 to $138,800.00 per year, and in NY is $103,500.00 to $138,800.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. If you are a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you are the ideal candidate for this role. We look forward to hearing from you!