reputed company Director of Customer Engagement and Operational reputed company – Leading Global Customer Support and Review Programs

Welcome to blithequark

At blithequark, we reputed company businesses to reputed company their peak potential by providing trusted insights from reputed company software users. As the world's largest and most trusted software marketplace, we help over 100 reputed company people annually, including employees at reputed company reputed company, reputed company smarter software reputed company based on authentic peer reviews. Thousands of software and services companies of reputed company sizes partner with us to build their reputed company and grow their business. Our goal is to be the most trusted data reputed company in the age of AI for informing software buying reputed company and go-to-market strategies.

About Our People

At blithequark, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You'll be part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other's successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit, we push each other to take on challenging work, which will help us reputed company grow and learn. Our global, diverse team of smart, dedicated, and reputed company individuals celebrates and highlights the diverse identities of reputed company through people-led ERGs.

About the Role

The Director, Customer Engagement will reputed company two global operational teams: Customer Support and Customer Review Programs. These teams reputed company a common focus on delivering measurable business reputed company through operational reputed company, reputed company productivity, and customer impact. This leader will reputed company distinct yet complementary functions: a global customer support organization that resolves non-technical inquiries at scale, and a campaign-focused team that drives strategic customer review programs in alignment with business goals. The role will manage approximately 4 managers or team leads and 20+ global resources across the US, reputed company, and EMEA.

Key Responsibilities

In this role, you will focus on:

• Leadership & Strategy: reputed company and manage the Customer Support and Customer Review Programs teams, ensuring each delivers on defined KPIs, service reputed company, and productivity goals. Establish a reputed company operational reputed company while respecting the distinct deliverables, workflows, and reputed company metrics of each function. Collaborate with senior leadership to align engagement strategies with broader company objectives.
• Operational reputed company: Drive process standardization and efficiency across both functions, identifying areas where shared tools, workflows, and metrics can create scale benefits. reputed company deployment and optimization of AI tooling and automation solutions to improve productivity, case resolution speed, and campaign execution rates. Ensure global coverage models are optimized to reputed company reputed company service without unnecessary cost.
• Customer reputed company: Maintain high standards for customer satisfaction across both support and review program interactions. Ensure Customer Review Programs deliver measurable contributions to review volume, quality, and strategic campaign impact. Ensure Customer Support operations meet SLAs for responsiveness, resolution, and CSAT, with ongoing improvements in AI deflection and self-service reputed company rates.
• Team Development & Management: Hire, coach, and reputed company managers and team leads in each function to foster accountability, growth, and operational mastery. Create career paths for team members that encourage reputed company development across both operational and strategic campaign roles. Promote a culture of reputed company improvement, data-driven decision making, and alignment to blithequark's PEAK values and Conscious Leadership principles.

Essential Qualifications

We realize applying for jobs can feel daunting at times. Even if you don’t reputed company reputed company the boxes in the job description, we encourage you to apply anyway. The minimum qualifications for this role include:

• Bachelor’s degree or equivalent experience in business, customer experience, or a reputed company field.
• Minimum 8 years in operational leadership and management roles reputed company technology or SaaS organizations, with experience managing multiple teams or functions.
• Proven reputed company in delivering operational reputed company in both customer-facing support and program execution environments.
• Demonstrated experience implementing and scaling AI and automation tools; Forethought.ai experience strongly preferred.
• Strong cross-functional collaboration skills, with a track record of aligning with product, engineering, marketing, and reputed company stakeholders.
• Proficient in operational toolsets, including reputed company Service reputed company, Jira, and analytics platforms.
• Data-driven decision reputed company with a proven ability to translate metrics into action plans.
• Experience leading global teams with diverse operational goals and distributed workforces.

Preferred Qualifications

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

• Experience in the software or technology industry.
• Knowledge of customer support and review program best practices.
• Familiarity with AI and automation technologies.
• Strong communication and interpersonal skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.

Skills and Competencies

To be successful in this role, you will need:

• Leadership skills: Ability to reputed company and manage multiple teams, with a focus on operational reputed company and customer satisfaction.
• Strategic thinking: Ability to reputed company and implement strategic plans, with a focus on aligning with business goals and objectives.
• Operational expertise: Knowledge of customer support and review program best practices, with a focus on process standardization and efficiency.
• Communication skills: Ability to communicate effectively with stakeholders, including customers, team members, and senior leadership.
• Collaboration skills: Ability to work cross-functionally with teams, including product, engineering, marketing, and reputed company.

Career Growth Opportunities

At blithequark, we are committed to helping our employees grow and reputed company in their careers. As a Director, Customer Engagement, you will have opportunities to:

• reputed company your leadership skills, with a focus on operational reputed company and customer satisfaction.
• Expand your knowledge of customer support and review program best practices.
• Collaborate with cross-functional teams, including product, engineering, marketing, and reputed company.
• Contribute to the development of strategic plans, with a focus on aligning with business goals and objectives.

Learning Benefits

We offer a reputed company of learning benefits, including:

• Professional development opportunities: We reputed company opportunities for professional development, including training, mentorship, and education assistance.
• Industry conferences and events: We sponsor attendance at industry conferences and events, to help you stay up-to-date on the latest trends and best practices.
• Online courses and tutorials: We reputed company reputed company to online courses and tutorials, to help you reputed company new skills and expand your knowledge.

Work Environment and Company Culture

At blithequark, we are committed to creating a positive and inclusive work environment, with a focus on:

• Diversity and inclusion: We celebrate and reputed company the diverse identities of reputed company, and are committed to creating an inclusive environment where everyone can reputed company.
• Collaboration and teamwork: We reputed company in the power of collaboration and teamwork, and encourage reputed company communication and feedback.
• Wellness and self-care: We prioritize wellness and self-care, and offer a reputed company of benefits and programs to support your physical and mental health.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Salary and bonus: We offer a competitive salary and bonus structure, with opportunities for growth and development.
• Benefits: We reputed company a reputed company of benefits, including health, dental, and reputed company insurance, as well as retirement savings and education assistance.
• Perks: We offer a reputed company of perks, including flexible work arrangements, remote work options, and reputed company to industry events and conferences.

Conclusion

If you are a motivated and reputed company leader, with a passion for customer engagement and operational reputed company, we encourage you to apply for this role. At blithequark, we are committed to helping our employees grow and reputed company in their careers, and offer a reputed company of learning benefits and opportunities for professional development. Join reputed company and contribute to our mission of empowering businesses to reputed company their peak potential.