Senior Director of Customer Care and Service Recovery – Transformative Leadership Opportunity in Customer Experience and Contact Center Operations at blithequark

Introduction to blithequark and the Industry

At blithequark, we are revolutionizing the way we approach customer care and service recovery, and we're looking for a strategic and operational leader to join our team as the Senior Director of Customer Care and Service Recovery. This is a high-impact role that sits at the center of revenue generation, cost optimization, and customer loyalty across our franchise and corporate rental operations. As a leader in the industry, blithequark is committed to delivering exceptional customer experiences and creating loyalty at scale. Our contact center operations are a critical component of our business, and we're seeking a talented professional to lead our North American contact center operations and transform our service recovery model.

About the Role

As the Senior Director of Customer Care and Service Recovery, you will own a function with measurable top-line impact, aligning cost control with revenue generation, and helping transform how we create loyalty at scale. You will oversee a function that serves millions of customers across North America, driving performance across key metrics, managing vendor relationships, workforce planning, and technology strategy. You will also play a pivotal role in redefining our customer experience strategy post-transaction, one of the most critical inflection points for customer trust.

Key Responsibilities

• Lead omni-channel support operations (phone, live chat, email, and agency correspondence) that serve millions of customers across North America
• Drive performance across key metrics (SLAs, CSAT, cost-per-contact, etc.)
• Manage vendor relationships, workforce planning, and technology strategy
• Oversee revenue-generating service channels (sales, insurance replacement, rental extension, value-added-services)
• Coordinate with third parties (e.g., body shops, insurance partners) to optimize the customer journey and vehicle utilization
• Track and report on financial performance - both cost and revenue impact
• Design and scale recovery workflows that drive repeat rentals and Net Promoter Score
• Build a data-driven feedback loop to prioritize fixes that matter most to customers
• Partner cross-functionally to close service gaps and empower agents to resolve issues with empathy and speed
• Develop talent, tools, and incentives to make service recovery a performance driver, not just a cost center

Essential Qualifications

We're looking for a versatile and operationally minded leader with a strong track record of delivering results in customer-facing environments. The ideal candidate will bring:

• Experience leading or influencing high-volume customer support, loyalty programs, or other customer operations
• A strong foundation in operational leadership - you know how to set goals, drive accountability, and manage performance across teams and vendors
• A strategic understanding of customer segments and how to tailor service models to drive repeat behavior and lifetime value
• The ability to balance efficiency metrics (SLA, cost, utilization) with outcome metrics (NPS, retention, revenue impact)
• Cross-functional instincts, with comfort working across Sales, Operations, Product, and Finance
• A data-driven approach - you translate insights into clear decisions, scalable processes, and measurable improvements

Preferred Qualifications

In addition to the essential qualifications, we prefer candidates with:

• Proven success managing both cost efficiency and revenue-generating service streams
• Experience owning or co-owning service recovery or CX functions with measurable impact on retention
• Analytical mindset with ability to balance operational KPIs and customer sentiment metrics (NPS, CSAT)
• Exceptional cross-functional leadership - you're as comfortable in the weeds with your team as you are in the boardroom
• Experience managing remote or distributed teams across time zones, including partners (BPO) in nearshore/offshore
• Strong familiarity with utilizing contact center platforms, CRM systems, and automation tools

Skills and Competencies

To be successful in this role, you will need to possess:

• Strong leadership and management skills, with the ability to motivate and inspire teams
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders
• A strategic and analytical mindset, with the ability to drive business outcomes through data-driven decisions
• A customer-centric approach, with a focus on delivering exceptional customer experiences
• A collaborative and adaptable approach, with the ability to work in a fast-paced and dynamic environment

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As the Senior Director of Customer Care and Service Recovery, you will have the opportunity to:

• Develop your leadership and management skills, with the opportunity to lead high-performing teams
• Expand your knowledge and expertise in customer experience and contact center operations
• Collaborate with cross-functional teams, including Sales, Operations, Product, and Finance
• Drive business outcomes through data-driven decisions, with the opportunity to measure and track the impact of your work
• Participate in training and development programs, with the opportunity to enhance your skills and knowledge

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive work environment. Our company culture is built on the values of:

• Customer-centricity - we put the customer at the heart of everything we do
• Collaboration - we work together as a team to achieve our goals
• Innovation - we encourage creativity and innovation in all aspects of our business
• Integrity - we operate with honesty and integrity, always doing what is right for our customers and our business
• Respect - we treat each other with respect and dignity, valuing the diversity and individuality of our employees

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A base salary of around $175,000, with annual bonus and profit-sharing eligibility
• A service vehicle provided for 24/7 professional and personal use
• Up to 40% off any standard rental
• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts - Theme Park Tickets, Gym Discounts & more

Conclusion

If you are a motivated and results-driven leader with a passion for customer experience and contact center operations, we encourage you to apply for the Senior Director of Customer Care and Service Recovery role at blithequark. This is a unique opportunity to join a dynamic and growing company, with the chance to make a real impact on our business and our customers. Don't miss out on this exciting opportunity to transform our customer care and service recovery operations and take your career to the next level.