Senior Director Customer Care, Contact Center- Chat at blithequark

Are you ready to embark on an exciting journey that combines your passion for delivering exceptional customer experiences with your expertise in digital contact center operations? Do you want to be part of a dynamic team that's shaping the future of connectivity? Look no further! blithequark is on the hunt for a seasoned Senior Director Customer Care, Contact Center- Chat to of innovative professionals. At blithequark, we're not just a company - we're a community of like-minded individuals who share a common goal: to empower lives, fuel businesses, and drive innovation through our reliable, high-speed connectivity solutions. Our commitment to our people and the connections we make in every community is what sets us apart, and we're looking for someone who shares our passion for excellence and customer satisfaction. About blithequark blithequark is a leader in the fast-paced world of connectivity, and we're on a mission to revolutionize the way people connect, communicate, and access information. Our cutting-edge technology and innovative approach have made us a household name, and we're proud to be a part of the lives of millions of people around the world. But we're not just about technology - we're about people, and we're committed to creating a workplace that's inclusive, supportive, and empowering. Job Summary We're seeking an experienced Senior Director Customer Care, Contact Center- Chat to lead our digital care operations and drive exceptional customer experiences through our chat and social channels. As a key member of our team, you'll be responsible for providing strategic leadership, direction, and guidance to our customer care teams, ensuring that we deliver world-class service and support to our customers. Your expertise in digital channel management, leadership, and customer care will be instrumental in helping us achieve our goals and exceed customer expectations. Responsibilities As a Senior Director Customer Care, Contact Center- Chat at blithequark, you'll have the opportunity to make a real impact on our business and our customers. Your key responsibilities will include: * Day-to-day leadership responsibilities, including enhancing customer satisfaction by directing and steering dynamic teams effectively * Overseeing the performance of operational chat and social KPIs and taking immediate actions to improve * Designing robust customer care processes, procedures, policies, and standards to achieve high-level customer experience in chat and social media * Presenting performance evolution to Senior leadership, identifying drivers and improvement opportunities * Identifying upselling and cross-selling opportunities and implementing needed changes to generate revenue within the digital care process * Identifying the tools and technologies required for chat and social care channels * Collaborating with stakeholders to assess tools and technologies required to enhance and grow care digital assisted channels * Contributing to planning and deploying new tools, ensuring best possible outcomes from both quality and efficiency standpoints * Analyzing customer contact drivers, identifying specific improvement opportunities, and working on developing operational action plans and cross-functional initiatives that improve NPS, customer satisfaction, and customer loyalty * Identifying training needs and ensuring timely fulfillment, measuring training efficiency, and sharing improvement opportunities * Partnering with WFM team on requirements and short/long-range planning * Working closely with the Vice President, Care Operations to define strategies, outline requirements, plan implementations, and measure the results of the care digital channels operations and delivering on KPIs Qualifications To be successful in this role, you'll need to have: * A B.S. or B.A. degree required; Master's degree preferred * 10+ years leadership experience with digital channel management experience at a leadership level * Experience managing large-scale call center operations and customer care agents * Strong understanding of BPOs (Business Process Outsourcing) * Experience in the telecommunication industry preferred * Strong 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 What We Offer At blithequark, we're committed to providing our employees with a comprehensive benefits package, including: * Competitive pay and benefits * Opportunities for career growth and professional development * Collaborative and inclusive work environment * Recognition and rewards for outstanding performance * Access to cutting-edge technology and innovative solutions * Flexible work arrangements and work-life balance * Opportunities to make a real impact on our business and our customers Our Culture At blithequark, we're proud of our culture, which is built on four core pillars: * Taking Ownership: We empower our employees to take responsibility and make decisions that drive results. * Upholding Transparency: We believe in open and honest communication, which fosters trust and collaboration among our team and our customers. * Creating Community: We're committed to creating an environment that's inclusive, supportive, and empowering, where everyone feels valued and respected. * Demonstrating Expertise: We're dedicated to continuous learning and engagement with our customers, which enables us to deliver top-quality products and services. If you're a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we want to hear from you! Please apply including your resume and a cover letter, to. We can't wait to hear from you and explore how you can of innovative professionals. Equal Opportunity Employer blithequark is an equal opportunity employer committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law. Disclaimer All job descriptions and required skills, qualifications, and responsibilities for a particular position are subject to modification by blithequark from time to time, in the company's discretion based on business necessity.