Introduction to blithequark
At blithequark, we are dedicated to fostering a culture of excellence, innovation, and customer-centricity. As a leader in our industry, we recognize the importance of delivering exceptional customer experiences that exceed expectations and drive loyalty. Our commitment to excellence is reflected in our mission to provide world-class services that make a positive impact on our customers' lives. We are seeking an experienced and visionary Director of Network Customer Experience to join our team and lead the development and implementation of our customer experience strategy.
Job Overview
The Director of Network Customer Experience will serve as a key member of our Network Experience Team, responsible for leading the development and implementation of our customer experience strategy across our Service Delivery System. This includes overseeing the operations of our service system, alliances, and service delivery partners, as well as driving the execution of our innovative priorities, leadership, and facilitation of our strategic initiatives. The successful candidate will have a proven track record of building and maintaining strong relationships with stakeholders, developing and implementing effective customer experience strategies, and leading high-performing teams.
Key Responsibilities
- Unify and equip the network by building and maintaining relationships with blithequark locations across the network to build credibility of blithequark strategy and supports
- Align practices and strategies across the network to create shared systems, processes, goals, and outcomes for engagement and activation of Leading Practices and strategic solutions
- Develop a Customer Experience Framework for blithequark's Service Delivery System
- Build the capacity of the network to support blithequark's Customer Experience process
- Ensure that the channels of the Service Delivery System are aligned and in support of the Practice Leadership Strategy
- Provide leadership to centralized intake for blithequark's Service Delivery System, including supervising the Customer Experience Team and advancing implementation and dissemination efforts
- Lead the implementation and continuous quality improvement of a centralized intake function to ensure a multi-door Service Delivery System
- Develop and maintain a comprehensive product and services menu for blithequark locations
- Partner with network partners and department leaders at blithequark to ensure that all are equipped to deliver a consistent customer experience that aligns with organizational priorities
- Manage execution of approaches to support organizational priorities, including diversity, equity, and inclusion
Essential Qualifications
- Bachelor's degree required, Master's Degree in Business or Human Services, Community Engagement, Organizational Development, Organizational Behavior, or Public Policy preferred
- Minimum 10 years of experience working collaboratively and building partnerships with staff of local organizations or other community-based organizations to implement organizational priorities
- Minimum 10 years of experience building strong relationships among a wide variety of stakeholders to advance a common cause
- Minimum 10 years of experience working with or within organizations to reach and support community members in the Leading Practice area preferred
- Experience working within blithequark's Service Delivery System is preferred
- At least two of the preferred work experiences and/or preferred education are required
- Experience supervising and leading staff is preferred
- Project management experience is preferred
- Ability to travel approximately 20% of the time
- Demonstrated ability to multi-task and manage complex systems with superior technical and project management skills is required
- Must possess excellent analytical, problem-solving skills, and be able to comply with all administrative processes
- Excellent verbal, written, and interpersonal communication and presentation skills are required
- Demonstrated experience in engaging multiple stakeholders, facilitating, coaching, mentoring is required
- Excellent time management skills, initiative, and the ability to take direction
- Demonstrated ability to influence others to achieve objectives is required
- Requires a commitment to blithequark's character development values of caring, honesty, respect, and responsibility
Preferred Qualifications
- Experience working in a remote-first environment
- Familiarity with customer experience software and tools
- Knowledge of industry trends and best practices in customer experience
- Certifications in customer experience or related fields
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Director of Network Customer Experience, you will have access to a range of training and development opportunities, including leadership development programs, industry conferences, and workshops. You will also have the opportunity to work with a talented and experienced team of professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
blithequark is a remote-first organization, which means that most employees work remotely from a home office within the continental United States. We are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the values of caring, honesty, respect, and responsibility, and we expect all employees to embody these values in their work.
Compensation, Perks, and Benefits
We offer a competitive salary range of $110,900 - $147,800 per year, depending on experience. In addition to a competitive salary, we offer a range of benefits, including medical, dental, vision, defined benefit plan (retirement savings), defined contribution plan (403(b) plan), life and disability insurances, technology stipend, and generous paid time off. We also offer a range of perks, including flexible working hours, remote work options, and professional development opportunities.
Conclusion
If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Director of Network Customer Experience position at blithequark. As a leader in our industry, we are committed to delivering exceptional customer experiences that exceed expectations and drive loyalty. We believe that our employees are our greatest asset, and we are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Apply today to join our team and help us shape the future of customer experience at blithequark!
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