Senior Director, Customer Operations Support – Driving Innovation and Excellence in Customer Experience

Are you a seasoned leader with a passion for driving innovation and excellence in customer experience? Do you have a proven track record of leading high-performing teams and developing strategic initiatives that drive business growth and transformation? If so, we invite you to join blithequark's V Team as a Senior Director, Customer Operations Support. In this critical role, you will lead a team of professionals in the CS Operations Partner Development, providing strategic recommendations to Senior Leadership on key business decisions and objectives. You will also be responsible for executing on the outsource contract strategy, leading market analysis to find potential suppliers, and managing a project team in support of the workforce optimization strategy.

About blithequark

At blithequark, we power and empower how people live, work, and play by connecting them to what brings them joy. We are a community of people who anticipate, lead, and believe that listening is where learning begins. Our V Team is a dynamic and inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

Key Responsibilities

As a Senior Director, Customer Operations Support, you will be responsible for:

• Leading a team of professionals in the CS Operations Partner Development, providing strategic recommendations to Senior Leadership on key business decisions and objectives
• Executing on the outsource contract strategy, including market analysis to find potential suppliers and managing a project team in support of the workforce optimization strategy
• Managing the Invoice team to ensure timely processing and auditing of partner invoices, identifying cost-saving opportunities
• Supporting the Security Compliance for VCG, including timely mitigation and remediation of all GCSO or VIA Security findings at our partner sites
• Collaborating with Corporate Security and Verizon Internal Audit on the implementation of best practices and influencing or executing the adoption of identified best practices to all partners
• Working with Threat Management and Learning Development on proactive Security training and communication awareness
• Presenting ideas and complex information to various levels, including C-suite, effectively
• Communicating Scale & Impacts of risk items to projects and executing Mitigations
• Being accountable for transformational cost savings $5-10M annually via process improvements
• Developing and drafting external-facing documentation, ensuring adherence to all relevant legal and compliance standards
• Acting as a strategic advisor to the executive team on operational discipline to facilitate growth and scaling of organizational functions
• Driving continuous improvement of our global customer service technology ecosystem through strategic tool recommendations

Requirements

To be successful in this role, you will need:

• A Bachelor's degree or equivalent years of experience
• 8+ years of relevant experience
• 5+ years of people management and leadership experience
• Experience leading organizations of 50 employees or more
• Experience with outsourcing and vendor management
• Strong financial acumen and experience managing budgets
• Experience in Customer Facing Telecommunications, including customer service, tech support, social media, and messaging
• A proven track record of engagement and influence with all levels of the organization, including senior VPs
• Process Improvement/Innovation/Project Management experience
• Flexibility to work nights and/or weekends and holidays per business needs
• Ability to work and collaborate cross-functionally to develop multiple, complex strategic initiatives and successfully transition them to operations/field for execution
• Strong logic, quantitative, and analytical skills; deductive reasoning and problem-solving skills
• Demonstrated ability to synthesize information from a variety of sources and translate into effective and actionable information
• Ability to lead within sphere of influence, motivate others, resolve roadblocks, and escalate effectively

Preferred Qualifications

* Operations background is a plus

• Experience with Google Office Suite
• Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely
• Demonstrated organizational, interpersonal, and negotiation skills
• Experience collaborating across different functional areas
• The ability to thrive in a fast-paced, dynamic work environment
• Agile Certification
• Ability to travel internationally and domestically, per business needs (25%-50%)

What We Offer

At blithequark, we offer a comprehensive benefits package that includes:

• Health and wellness benefits
• Short-term incentives
• 401(k) Savings Plan
• Stock incentive programs
• Paid time off
• Parental leave
• Adoption assistance
• Tuition assistance
• Other incentives

Equal Employment Opportunity

We are proud to be an equal opportunity employer and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At blithequark, we know that diversity makes us stronger and strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best.

Compensation

The compensation range for this position is between $169,000.00 and $314,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive-based position with the potential to earn more.

How to Apply

If you are a motivated and experienced leader who is passionate about driving innovation and excellence in customer experience, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job