Senior Manager, Customer Care – Empowering Partners and Delivering Exceptional Service at blithequark

Are you a seasoned leader with a passion for customer care and a knack for driving innovation? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? Look no further than this exciting opportunity to join blithequark as aSenior Manager, Customer Care. At blithequark, we're committed to delivering exceptional service to our customers, and we're looking for a talented leader to help us achieve this goal. As aSenior Manager, Customer Care, you'll be responsible for leading a dedicated team focused on resolving escalated customer service issues and managing executive escalations.You'll work closely with various stakeholders to foster continuous improvement and develop effective strategies for customer engagement and crisis management. About blithequarkblithequark is a leading company that's passionate about delivering exceptional service to our customers. We're a dynamic and innovative organization that's always looking for ways to improve and grow. Our team is made up of talented individuals who are dedicated to making a difference, and we're excited to welcome a new member to our team.ResponsibilitiesAs aSenior Manager, Customer Care, you'll be responsible for the following key areas:* Model leadership behaviors grounded in blithequark's Mission and Values: You'll provide coaching and developmental opportunities to partners, empowering them to deliver exceptional service. * Manage, develop, and implement new processes to address escalations and highly visible mentions: You'll work closely with various stakeholders to develop effective strategies for customer engagement and crisis management.* Provide customer care and executive escalations insights, messaging guidance, and response recommendations across teams: You'll collaborate with public affairs, social marketing, risk, and legal to develop cohesive engagement tactics and crisis management guides. * Support the enterprise social customer care strategy through customer engagement and escalations, monitoring conversations across social media: You'll perform research, listening, and performance analysis to inform strategies and storytelling insights through data.* Collaborate and establish partnerships with support and business units to continuously innovate and redesign processes: You'll work closely with various stakeholders to develop effective strategies for customer engagement and crisis management. RequirementsTo be successful in this role, you'll need to have the following qualifications and experience:* Bachelor's degree or significant relevant experience: You'll have a strong educational background or significant relevant experience in customer care, leadership, or a related field.* Professional experience managing branded channels across multiple social media platforms: You'll have experience managing social media channels and developing effective strategies for customer engagement. *5+ years managing successful teams: You'll have a proven track record of managing successful teams and developing effective leadership strategies. *5+ years general business experience in large, matrixed organizations: You'll have experience working in large, matrixed organizations and developing effective strategies for customer engagement and crisis management.*5+ years leading cross-functional initiatives: You'll have experience leading cross-functional initiatives and developing effective strategies for customer engagement and crisis management. *5+ years change management experience: You'll have experience managing change and developing effective strategies for customer engagement and crisis management. * Strong organizational planning, development, and business judgment: You'll have strong organizational planning, development, and business judgment skills.* Demonstrated history of delivering innovative solutions: You'll have a proven track record of delivering innovative solutions and developing effective strategies for customer engagement and crisis management. * Experience facilitating root cause analysis and driving solutions to complex problems: You'll have experience facilitating root cause analysis and driving solutions to complex problems. * Strong reporting skills with the ability to summarize data into MBR reports: You'll have strong reporting skills and the ability to summarize data into MBR reports.Nice-to-havesWhile not required, the following qualifications and experience would be a plus:* Strong awareness of emerging trends and analyzing data to provide actionable insights: You'll have a strong awareness of emerging trends and the ability to analyze data to provide actionable insights. * Ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects: You'll have the ability to apply knowledge of multidisciplinary business principles and practices to achieve successful outcomes in cross-functional projects.BenefitsAs a member of the blithequark team, you'll enjoy a range of benefits, including:*100% tuition coverage through blithequark's College Achievement Plan: You'll have the opportunity to pursue higher education without incurring tuition costs. * Health coverage with a variety of plans to choose from: You'll have access to a range of health coverage options to suit your needs. * Stock & savings programs like the equity reward program, Bean Stock: You'll have the opportunity to participate in stock and savings programs, including the equity reward program and Bean Stock.* Flexible scheduling and opportunities for paid time off: You'll have the flexibility to manage your schedule and enjoy paid time off when you need it. If you're a motivated and experienced leader who is passionate about customer care, we'd love to hear from you. Please apply through our website by clicking on the link below: We can't wait to welcome you to the blithequark team!