**Experienced Shared Services Manager – Partner & Customer Service (Remote)**

Are you a seasoned professional with a passion for driving operational excellence and delivering exceptional customer experiences? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join blithequark as an Experienced Shared Services Manager – Partner & Customer Service (Remote). In this role, you will have the opportunity to leverage your expertise in Continuous Improvement (CI) to transform the service experience delivered by blithequark's contact centers, while fostering a culture of innovation and collaboration. **About blithequark** blithequark is a dynamic and forward-thinking organization that is committed to creating a better world, one cup at a time. Our mission is to inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time. We are known for developing extraordinary leaders who share our passion for service and are guided by their commitment to making a positive impact on the world. **Job Summary** As an Experienced Shared Services Manager – Partner & Customer Service (Remote), you will play a critical role in driving the strategy to deliver intuitive and effortless service experiences across multiple contact channels. You will work cross-functionally to improve contact center service experiences for customers, partners, and agents, using CI tools and methods to identify opportunities and implement countermeasures to eliminate waste, mitigate risk, reduce cost, and drive operational excellence. **Key Responsibilities** * Lead continuous improvement efforts to evolve the service experience delivered by blithequark's contact centers, pairing an obsession with operational excellence with CI skill and expertise to coordinate and lead transformational improvement projects. * Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce cost, and drive operational excellence. * Educate team members on operational improvement and CI principles. * Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center. * Collaborate with stakeholders to identify opportunities for process improvement and develop strategies to implement changes. * Develop and implement metrics to measure the effectiveness of CI initiatives and track progress towards goals. * Foster a culture of innovation and collaboration, encouraging team members to share ideas and participate in CI activities. **Essential Qualifications** * 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives. * 3 years of experience in implementation and/or project management. * 3+ years of experience conducting requirements gathering and analysis. * Expertise in building and establishing relationships across multiple levels, both within and external to the organization. * Skilled in influencing and managing change. * Ability to work in a fast-paced and changing environment. * Strong decision-making skills. * Ability to apply a structured problem-solving framework. * Process improvement experience (formal or informal). * Bachelor's degree or significant relevant experience. * Hands-on experience designing tools for operations supporting contact centers or customer experience. * Strong organizational planning, development, and business judgment. * Demonstrated history of delivering innovative solutions. * Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use. **Preferred Qualifications** * Experience working in a contact center or customer service environment. * Knowledge of CI tools and methods, such as Lean, Six Sigma, or Agile. * Experience with data analysis and metrics development. * Certification in CI, such as Lean or Six Sigma. * Experience with project management software, such as Asana or Trello. **Skills and Competencies** * Strong analytical and problem-solving skills. * Excellent communication and interpersonal skills. * Ability to work independently and as part of a team. * Strong decision-making skills. * Ability to apply a structured problem-solving framework. * Experience with data analysis and metrics development. * Strong organizational planning, development, and business judgment. * Demonstrated history of delivering innovative solutions. * Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use. **Career Growth Opportunities and Learning Benefits** At blithequark, we are committed to helping our team members grow and develop their careers. As an Experienced Shared Services Manager – Partner & Customer Service (Remote), you will have access to a range of learning and development opportunities, including: * Regular training and development programs to enhance your CI skills and knowledge. * Opportunities to participate in cross-functional projects and initiatives. * Mentorship and coaching from experienced leaders. * Access to a range of resources and tools to support your professional development. **Work Environment and Company Culture** blithequark is a dynamic and fast-paced organization that is committed to creating a better world, one cup at a time. Our company culture is built on a foundation of values that include: * Customer obsession: We are passionate about delivering exceptional customer experiences. * Innovation: We are committed to innovation and continuous improvement. * Collaboration: We work together as a team to achieve our goals. * Integrity: We act with integrity and transparency in all that we do. * Respect: We treat each other with respect and dignity. **Compensation, Perks, and Benefits** At blithequark, we are committed to offering a comprehensive compensation and benefits package to our eligible part-time and full-time team members. This includes: * Competitive pay and benefits. * 100% tuition coverage through our blithequark College Achievement Plan. * Health coverage with a variety of plans to choose from. * Stock & savings programs, such as our equity reward program, Bean Stock. * Flexible scheduling and opportunities for paid time off. * A range of other benefits and perks, including free coffee and a comprehensive wellness program. **How to Apply** If you are a motivated and experienced professional who is passionate about driving operational excellence and delivering exceptional customer experiences, we invite you to apply for the Experienced Shared Services Manager – Partner & Customer Service (Remote) role at blithequark. Please submit your application, including your resume and a cover letter, through our website. **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a diverse and inclusive workplace that includes team members with diverse backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. blithequark is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 206-318-0660 or via email at applicantaccommodation@blithequark.com. Apply Job! Apply for this job