Experienced Senior Program Manager - Customer Returns Experience and Remote Customer Service Specialist for Blithequark

Introduction to Blithequark

At blithequark, we're passionate about delivering exceptional customer experiences that set us apart in the industry. As a leader in our field, we're committed to innovation, customer satisfaction, and employee growth. Our team is dedicated to making a positive impact on our customers' lives, and we're looking for like-minded individuals to join our mission. If you're a motivated and customer-focused professional looking for a new challenge, we invite you to explore this exciting opportunity with blithequark.

Job Overview

We're seeking an experienced Senior Program Manager to lead our customer returns experience team, focusing on improving and expanding our customer-facing returns features. As a key member of our team, you will play a crucial role in driving customer satisfaction, contributing to our bottom line, and significantly influencing blithequark's customer experience strategy. This is a unique opportunity to make a real difference in our customers' lives and drive business growth.

Key Responsibilities

• Foster a deep understanding of our customer segments to best comprehend and cater to their needs.
• Develop and improve customer-facing returns features to make the returns process more efficient, effective, and customer-friendly.
• Own the concept and launch of customer-facing returns options to address existing and future edge cases, including drop-off options at physical locations, the introduction of new carriers, and more.
• Collaborate closely with cross-functional teams, including Satisfaction Operations, Merchandising Category teams, Customer Service, and others within the Returns, Replacements, and Concessions (RRC) group.
• Strive for continuous improvement by identifying and implementing innovative solutions to further delight our customers.
• Track key performance indicators and manage detailed project plans to drive execution and accountability.
• Communicate project updates to Customer Service teams and other key stakeholders.
• Identify areas of risk for RRC expectations and work with business owners to address and remediate.
• Manage interdependencies and coordination across projects to ensure that information related to project expectations, risks, and issues is accurately communicated to key stakeholders.
• Foster collaboration, key alignment, coordinated planning, and mutually supportive relationships with business owners, project leaders, and key stakeholders.

Essential Qualifications

• Bachelor's degree in Business Administration, Finance, Operations Management, or a related quantitative field.
• 10+ years of experience in technical program management or similar experience managing cross-functional operations and aligning product/business requirements with technical requirements.
• Proven track record of developing and improving customer-facing features in a product management capacity.
• Strong leadership and influencing skills to collaborate with cross-functional teams.
• Ability to work effectively with senior leadership and communicate product strategy and impact.
• Ability to present new, innovative options and solutions to address diverse customer needs.
• Demonstrated expertise in driving growth and improvements in the customer experience area.

Preferred Qualifications

• Master's degree in Business Administration, Finance, Operations Management, or a related quantitative field.
• 12+ years of experience in technical program management or similar experience managing cross-functional operations and aligning product/business requirements with technical requirements.
• Experience working in a fast-paced, dynamic environment with a strong focus on customer satisfaction.
• Excellent communication, interpersonal, and project management skills.

Skills and Competencies

To succeed in this role, you'll need to possess a unique blend of technical, business, and interpersonal skills. Some of the key skills and competencies we're looking for include:

• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and project management skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong leadership and influencing skills.
• Ability to present new, innovative options and solutions to address diverse customer needs.
• Demonstrated expertise in driving growth and improvements in the customer experience area.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop in their careers. As a Senior Program Manager, you'll have access to a range of training and development opportunities, including:

• Professional development courses and workshops.
• Mentorship programs.
• Leadership development opportunities.
• Cross-functional training and rotation programs.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and collaborative. We're a team of passionate and dedicated professionals who are committed to delivering exceptional customer experiences. Some of the benefits of working at blithequark include:

• Flexible working hours and remote work options.
• Competitive salary and benefits package.
• Opportunities for career growth and development.
• A collaborative and supportive work environment.
• Access to the latest technologies and tools.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Salary range: $42-$52 per hour.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) matching program.
• Flexible working hours and remote work options.
• Opportunities for career growth and development.

Conclusion

If you're a motivated and customer-focused professional looking for a new challenge, we invite you to apply for this exciting opportunity with blithequark. As a Senior Program Manager, you'll play a crucial role in driving customer satisfaction, contributing to our bottom line, and significantly influencing our customer experience strategy. Don't hesitate to apply – we can't wait to hear from you!