**Experienced Manager of Customer Excellence – Partnership Projects at blithequark**

Are you a seasoned project management professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join our dynamic Customer Excellence Team at blithequark as an Experienced Manager of Customer Excellence – Partnership Projects. **About blithequark** blithequark is a leading global hospitality company that has been revolutionizing the way we experience travel for over a century. With a diverse portfolio of world-class brands, we have welcomed over 3 billion guests across our more-than 100-year history. Our commitment to filling the earth with the light and warmth of hospitality has earned us the #1 World's Best Workplace title, and we're proud to have an award-winning workplace culture that consistently ranks among the World's Best Workplaces. **Your Role at blithequark** As an Experienced Manager of Customer Excellence – Partnership Projects, you will be part of a high-performing team that is dedicated to delivering personalized solutions that inspire a passion for travel. Reporting to the Director of Customer Excellence, you will be the primary representative for blithequark's Reservations and Customer Care (HRCC) on both internal and corporate projects. Your key responsibilities will include: ### Key Responsibilities * Manage HRCC internal and corporate project deliverables using industry-standard project management tools * Be the primary relationship manager for partnerships (internal and external) * Maintain project tracking tools and documentation to support the intake and oversight of new project requests * Work with teams to develop comprehensive business cases, including approval rationale, budget requirements, implementation criteria, and resource allocation * Conduct and document business plans, standard operating procedures (SOPs), project trackers, and reporting requirement sessions * Study and document standard processes and implement changes to improve efficiency * Be the project lead, coordinating teams and managing deliverables across multiple workstreams * Represent HRCC as the subject matter expert and contact for partnerships and internal corporate customer teams ### How You Will Collaborate With Others * Partner with Process and Project Analysts to study, document, and implement business and process changes related to partnership programs * Participate in partner project meetings, representing HRCC, and document business discussions, outcomes, actions, and risks * Represent HRCC as the subject matter expert and contact for partnerships and internal corporate customer teams * Bring teams together to document project tasks, assign owners, and timelines, and create a project framework for follow-up and execution when the programs are in business as usual * Communicate the status of projects to partners, calling out risks and accomplishments for new and ongoing projects * Review performance metrics to identify improvement opportunities and maintain SOPs and related guidance documentation * Consult with partners on best practices, project deliverable requirements, dependencies, and other tasks to set expectations * Support additional HRCC, corporate, and technical projects when not engaged in partnership-specific projects ### What Projects You Will Take Ownership Of * As part of HRCC Shared Services, you will be responsible for customer success projects related to internal and external partnerships, brands, and corporate pillar programs * Time not dedicated to partnership-specific responsibilities will be allocated to supporting other HRCC and enterprise-wide projects and operational processes ### Why You'll Be a Great Fit * Four (4) years of project management, Agile methodology, and business process experience * Two (2) years' experience working in a high-volume contact center (daily volumes exceeding 10,000 contacts), handling both voice and nonvoice customer contacts * Command of PowerPoint, Excel (can maintain complex spreadsheets), Project, and familiarity with process/project tools such as VISIO, SmartSheet, Figma * Demonstrated skill in translating complex data into clear, actionable insights through storytelling, visualizations, and written reports * Experience collaborating with partner teams and senior leadership to guide strategic initiatives * Travel less than 10% ### What It's Like Working for blithequark * blithequark is proud to have an award-winning workplace culture that consistently ranks among the World's Best Workplaces * We offer a comprehensive benefits package, including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, access to our employee stock purchase plan (ESPP), a 401(k) savings plan, 20 days of paid time off accruing over your first year of employment and increasing up to 25 days after completing one year of full employment, up to 12 weeks of paid leave for birth parents and 4 weeks for non-birth parents, 10 paid holidays and 2 floating holidays throughout the year, up to 5 bereavement days, flexible spending accounts, a health savings account, an employee assistance program, access to a care coordination program (“Wellthy”), a legal services program, an educational assistance program, adoption assistance, a backup childcare program, pre-tax commuter benefit, and our travel discount * The annual salary range for this role is $70,000 - $100,000 and is determined based on applicable and specialized experience and location * Subject to plan terms and conditions, you will be eligible to participate in the blithequark Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company ### How to Apply If you're a motivated and experienced project management professional who is passionate about delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. We look forward to welcoming you to our dynamic team at blithequark! Apply for this job