Senior Program Manager - Consumer Customer Service Support, Program Delivery Group at blithequark

Transforming Customer Experience through Strategic Program Management at blithequark

blithequark is revolutionizing the way businesses interact with their customers, and we're looking for a seasoned Senior Program Manager to join our Consumer Customer Service Support (C2S2) Program Delivery team. As a key player in our Customer Service organization, you'll collaborate with global, cross-functional teams to design and deliver projects that elevate the customer experience and enhance the working lives of our customer service associates.

About the Role

In this dynamic position, you'll leverage your expertise in program management to drive strategic initiatives that impact customer satisfaction and operational efficiency. You'll work closely with stakeholders across multiple functions, including Customer Service Operations, Quality teams, Customer Experience, Capacity Planning, and technical teams to define project scope, prioritize tasks, and allocate resources. Your exceptional stakeholder management, negotiation, and prioritization skills will be essential in gaining alignment and driving projects forward.

Key Responsibilities

• Define and Drive Program Strategy: Develop and communicate the vision and roadmap for projects, ensuring clear alignment with business objectives and stakeholder expectations.
• Collaborate with Cross-Functional Teams: Work with diverse teams to design standard operational procedures, processes, and technical requirements that meet customer needs and business goals.
• Project Planning and Execution: Prioritize and plan projects, schedule resources, and manage cross-functional teams to deliver high-quality results.
• Monitor Progress and Manage Risks: Track project progress, anticipate risks, and initiate corrective actions to ensure successful project delivery.
• Stakeholder Management and Reporting: Provide regular project updates to stakeholders and leadership teams, ensuring transparency and alignment.
• Third-Party Management: Oversee third-party contributions to projects, ensuring they meet blithequark's standards and requirements.

A Day in the Life

As a Senior Program Manager at blithequark, you'll be part of a fast-paced, dynamic environment where no two days are the same. You'll have the opportunity to work on diverse projects, collaborate with talented professionals, and make a tangible impact on the customer experience. Our company culture values innovation, customer obsession, and ownership, and we're committed to providing a work environment that's inclusive, diverse, and supportive.

Qualifications and Requirements

To succeed in this role, you'll need:

Basic Qualifications

• 5+ years of program or project management experience, with a proven track record of delivering results-driven projects.
• Experience using data and metrics to drive improvements and inform decision-making.
• A Bachelor's degree in a relevant field, such as business, operations, or management.
• Strong communication and stakeholder management skills, with the ability to influence and negotiate with senior leaders and cross-functional teams.

Preferred Qualifications

• 2+ years of experience driving process improvements, with a focus on operational efficiency and customer satisfaction.
• A Master's degree or MBA in a relevant field, such as business, operations, human resources, adult education, organizational development, or instructional design.
• Experience working in a fast-paced, dynamic environment with multiple stakeholders and priorities.

What We Offer

At blithequark, we're committed to providing a comprehensive benefits package that supports the well-being and career growth of our employees. Our benefits include:

• Medical, dental, and vision coverage for you and your eligible family members.
• Maternity and parental leave options, ensuring you can balance work and family responsibilities.
• Paid time off (PTO) to recharge and pursue your interests.
• A 401(k) plan to help you plan for your financial future.
• Opportunities for career growth and professional development, with a focus on promoting from within.

Compensation and Benefits

Our compensation package is designed to reflect the value you bring to blithequark. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market, depending on your location, experience, and skills. In addition to your base salary, you may be eligible for equity, sign-on payments, and other forms of compensation as part of our total rewards package.

Why Join blithequark?

At blithequark, we're passionate about creating a work environment that's inclusive, diverse, and supportive. We're committed to being an equal opportunity employer, and we welcome applicants from diverse backgrounds and perspectives. If you're a motivated and experienced professional looking to make a meaningful impact, we encourage you to apply for this exciting opportunity.

Conclusion

If you're a strategic thinker with a passion for program management and customer experience, we want to hear from you. Join our team at blithequark and be part of a dynamic organization that's shaping the future of customer service. Apply now to take the first step in your journey with us!