**Experienced Senior Director of Customer Care & Service Recovery – Driving Revenue Growth and Customer Loyalty at blithequark**

Are you a strategic and operational leader with a passion for delivering exceptional customer experiences? Do you thrive in high-impact roles that drive revenue growth and customer loyalty? If so, we invite you to join blithequark as our Senior Director of Customer Care & Service Recovery. In this pivotal position, you'll lead our North American contact center operations and transform our service recovery model to drive business success and customer satisfaction. **About blithequark** blithequark is a leading provider of innovative solutions in the transportation and mobility industry. With a rich history spanning over 90 years, we've established ourselves as a trusted partner for millions of customers across North America. Our commitment to delivering exceptional customer experiences, combined with our focus on operational excellence, has enabled us to maintain a strong market presence and drive business growth. **A Day in the Life** As the Senior Director of Customer Care & Service Recovery, you'll be responsible for leading our high-impact contact center operations and service recovery model. You'll oversee a function that sits at the center of revenue generation, cost optimization, and customer loyalty across our franchise and corporate rental operations. Your key responsibilities will include: **Key Responsibilities:** 1. **Contact Center Leadership - Operations, Revenue, and Experience** * Own and lead omni-channel support operations (phone, live chat, email, and agency correspondence) that serve millions of customers across North America. * Drive performance across key metrics (SLAs, CSAT, cost-per-contact, etc.). * Manage vendor relationships, workforce planning, and technology strategy. * Oversee revenue-generating service channels (sales, insurance replacement, rental extension, value-added-services). * Coordinate with third parties (e.g., body shops, insurance partners) to optimize the customer journey and vehicle utilization. * Track and report on financial performance - both cost and revenue impact. 2. **Service Recovery Transformation - Turning Problem Recovery into Loyalty** * Lead our end-to-end service recovery approach with the goal of building a competitive advantage through loyalty and retention. * Design and scale recovery workflows that drive repeat rentals and Net Promoter Score. * Build a data-driven feedback loop to prioritize fixes that matter most to customers. * Partner cross-functionally to close service gaps and empower agents to resolve issues with empathy and speed. * Develop talent, tools, and incentives to make service recovery a performance driver, not just a cost center. **What We're Looking For:** We're seeking a versatile and operationally minded leader with a strong track record of delivering results in customer-facing environments. Whether your background is in contact center operations, loyalty strategy, customer segmentation, or CX design, you know how to lead complex teams, drive execution at scale, and connect service to business impact. The ideal candidate will bring: * Experience leading or influencing high-volume customer support, loyalty programs, or other customer operations. * A strong foundation in operational leadership - you know how to set goals, drive accountability, and manage performance across teams and vendors. * A strategic understanding of customer segments and how to tailor service models to drive repeat behavior and lifetime value. * The ability to balance efficiency metrics (SLA, cost, utilization) with outcome metrics (NPS, retention, revenue impact). * Cross-functional instincts, with comfort working across Sales, Operations, Product, and Finance. * A data-driven approach - you translate insights into clear decisions, scalable processes, and measurable improvements. * Proven success managing both cost efficiency and revenue-generating service streams. * Experience owning or co-owning service recovery or CX functions with measurable impact on retention. * Analytical mindset with ability to balance operational KPIs and customer sentiment metrics (NPS, CSAT). * Exceptional cross-functional leadership - you're as comfortable in the weeds with your team as you are in the boardroom. * Experience managing remote or distributed teams across time zones, including partners (BPO) in nearshore/offshore. * Strong familiarity with utilizing contact center platforms, CRM systems, and automation tools. **Who You'll Work With:** You'll report to the VP of Customer Experience and work closely with leaders across Operations, Revenue Management, Sales, and Product. Your team will include analytics and operations talent focused on transforming both day-to-day contact center results and long-term customer lifetime value. **What You'll Get:** * We expect the starting base compensation to be around $175,000 with annual bonus and profit-sharing eligibility. The actual salary will be determined based on years of relevant work experience. * Service Vehicle provided for 24/7 professional and personal use. * Up to 40% off any standard Hertz Rental. * Paid Time Off. * Medical, Dental & Vision plan options. * Retirement programs, including 401(k) employer matching. * Paid Parental Leave & Adoption Assistance. * Employee Assistance Program for employees & family. * Educational Reimbursement & Discounts. * Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness. * Perks & Discounts - Theme Park Tickets, Gym Discounts & more. **Join Our Team:** If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we invite you to join our team at blithequark. Apply now to become our Senior Director of Customer Care & Service Recovery and drive business success and customer satisfaction. Apply for this job