**Experienced Full Stack Partner Manager – Customer Experience and Operational Excellence at blithequark**

Are you a seasoned professional with a passion for building and maintaining strategic relationships, driving customer experience, and fostering a culture of high performance? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join our dynamic team at blithequark as an Experienced Full Stack Partner Manager – Customer Experience and Operational Excellence. At blithequark, we're dedicated to delivering exceptional customer experiences across our various business units. As a key member of our team, you'll play a vital role in building and maintaining strong relationships with our external partners, ensuring seamless operations, and driving business growth. Your expertise will be instrumental in shaping the future of our customer experience strategy, and we're excited to have you on board. **About blithequark** blithequark is a leading innovator in the entertainment industry, with a rich history of creating unforgettable experiences for audiences worldwide. Our commitment to excellence, innovation, and customer satisfaction has earned us a reputation as a trusted partner in the industry. As a member of our team, you'll be part of a dynamic and inclusive culture that values creativity, collaboration, and continuous learning. **Key Responsibilities** As an Experienced Full Stack Partner Manager – Customer Experience and Operational Excellence, you'll be responsible for: ### Relationship Management * Regularly communicate with partners to understand their needs, address concerns, and proactively manage expectations to foster strong, long-term relationships * Work with partners to build a strong team culture that embraces shared values and standards, ensuring a customer experience that represents the blithequark brand across the assigned region * Collaborate with internal teams to ensure seamless partner integration and alignment with company strategy ### Performance Monitoring * Track key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality, and Speed to Answer Rates related to partner performance * Identify areas for improvement, co-develop action plans for improvement, and monitor outliers to optimize results across the advocate population * Provide insights and recommendations for executive meetings (MBR/QBR) ### Internal Collaboration * Work closely with internal teams such as Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications, and PMO to ensure seamless partner integration and alignment with company strategy * Collaborate with internal teams to drive accountability and improvements in agent-level performance via scorecard reporting, including tracking of corrective actions, glide-path goals, and issue resolution across agents, teams, supervisors, etc. ### Partner Training and Support * Provide ongoing training and support to partners on blithequark services, processes, and systems to ensure their ability to effectively sell and deliver solutions * Identify and resolve any partner-related issues promptly, acting as a point of contact for partner concerns and providing coaching or best practices to help elevate response ### Market Analysis * Stay updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities * Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results ### Administrative Support Tasks * POs / Invoicing Follow up / Payments ### What You'll Need * Bachelor's degree in Business Administration, Business Management, or similar * 3+ years working in high-volume customer-facing environments, with operational leadership experience * 5+ years operational leadership experience * Ability to travel internationally as needed * Experience in building and managing internal or external teams * Excellent communication and interpersonal skills to build rapport with partners * Analytical skills to monitor partner performance and identify areas for improvement in driving continuous improvement in operational processes through partner leadership * Flexible – willing to support the operation including some weekends, nights, and holidays * Project management skills to oversee partnership initiatives * Proven ability to lead through influence and advocacy * Problem-solving skills for multiple, complex issues, including escalations management * Able to work in an environment of change and the ability to deliver to tight deadlines ### Preferred Qualifications * 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners * Strong business acumen and understanding of the BPO industry * Disability accommodation for employment applications ### What We Offer * Competitive salary range: $103,500.00 to $138,800.00 per year * Bonus and/or long-term incentive units may be provided as part of the compensation package * Full range of medical, financial, and/or other benefits, dependent on the level and position offered * Opportunity to work with a dynamic and inclusive team * Collaborative and fast-paced work environment * Professional development and growth opportunities ### How to Apply If you're a motivated and results-driven professional with a passion for customer experience and operational excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you! Apply for this job