Senior Manager, Customer Success, Contact Center – Drive Customer Satisfaction and Operational Excellence at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark as aSenior Manager, Customer Success, Contact Center. In this pivotal role, you will lead our Customer Resolution Team, driving customer satisfaction and operational efficiency while fostering a culture of continuous learning and growth. About blithequarkblithequark is a global leader in the industry, dedicated to refreshing the world and making a difference.With a rich history spanning over 130 years, we have built a reputation for innovation, quality, and customer satisfaction. Our purpose-driven culture is grounded in four key behaviors: curious, empowered, inclusive, and agile. We believe that our culture is a key differentiator, enabling us to attract and retain top talent who share our passion for excellence. Job SummaryAs aSenior Manager, Customer Success, Contact Center, you will be responsible for leading our Customer Resolution Team, ensuring effective resolution of customer issues, and enhancing the overall customer experience.You will collaborate with Customer Operations Managers to develop and deliver enhanced customer value bundles, upskill current associates, and oversee operational efficiency. Your expertise in data analysis will inform insights and recommendations to improve the customer experience. Key Responsibilities* Lead the Customer Resolution Team: Provide leadership and direction to our Customer Resolution associates to ensure effective resolution of customer issues. * Upskill Associates: Develop and implement training programs to enhance the competencies of current associates and prepare them for additional responsibilities.* Enhance Customer Value: Collaborate with Customer Operations Managers to develop and deliver enhanced customer value bundles. * Operational Efficiency: Oversee and ensure the efficiency and prioritization of customer resolution processes. * Data-Backed Insights: Provide insights and recommendations based on data analysis to improve the overall customer experience. * Day-to-Day Operations Oversight: Manage daily operations, including Sales support, MyCoke platform,The McDonald's Division (TMD), and Tradeshow support.Qualifications* Minimum of 3-5 years of experience in contact center operations and/or customer operations management. * Proven experience in leading and managing teams. * Strong analytical and problem-solving skills with a focus on process improvement. * Experience with implementing and managing technology-driven solutions. * Excellent communication and interpersonal skills. Preferred Skills* Familiarity with customer contracts and service level agreements. * Proficiency in using contact center software and tools.Working Conditions* This position may require occasional travel to various customer locations. * Flexibility in working hours to oversee contact center operations across different time zones. What We'll Do for You* Provide a challenging and fulfilling role at the heart of our global supply chain operations, complete with a competitive remuneration package. * Offer opportunities for professional development in a company that encourages growth, innovation, and leadership. * Cultivate a work environment that values collaboration, individual contributions, and the delivery of quality results.* Ensure you have the resources and support required to make substantial impacts, achieving both personal and professional milestones with us. Skills* Influencing* OrganizationPay Range$114,000 - $139,000Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered. Annual Incentive Reference Value PercentageAnnual Incentive reference value is a market-based competitive value for your role.It falls in the middle of the range for your role, indicating performance at bolthires. Our Purpose and Growth CultureWe are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors - curious, empowered, inclusive, and agile - and value how we work as much as what we achieve.We believe that our culture is one of the reasons our company continues to thrive after 130+ years. VisitOur Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at blithequark. Equal Opportunity EmployerWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws. Ready to join a dynamic team that shares your passion for delivering exceptional customer experiences? to become aSenior Manager, Customer Success, Contact Center at blithequark.