**Senior Manager, Customer Experience Operations – Driving Operational Excellence and Customer Delight at blithequark**

Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving operational excellence? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! blithequark is seeking a highly skilled and motivated Senior Manager, Customer Experience Operations to join our team. **About blithequark** blithequark is a pioneering company that is revolutionizing the way people access credit and achieve financial stability. Our mission is to democratize access to credit and empower working families to build wealth and achieve their financial goals. We believe that everyone deserves access to fair and affordable credit, regardless of their background or financial history. **The Challenge** As a Senior Manager, Customer Experience Operations, you will play a critical role in driving the success of our customer support team. You will be responsible for developing and implementing strategies to enhance the support team's ability to deliver world-class customer experiences. This will involve driving automation, self-service capabilities, and team effectiveness by improving workflows, leveraging emerging technologies (such as AI), and implementing knowledge management, quality assurance, and training programs. **What You'll Deliver** As a Senior Manager, Customer Experience Operations, you will be responsible for the following key deliverables: * Serve as the primary point of contact for daily operations within Zendesk and other support tools (e.g., quality, scheduling, workforce management), managing feature requests, user account provisioning, workflow optimizations, and automations. * Leverage AI capabilities to drive automation, enhance self-service, and improve the customer and agent experience (e.g., chatbots, virtual voice assistants, email ticket bots, etc). * Design, implement, and continuously audit workflows and system configurations to optimize the customer and user experience. * Coordinate and oversee support operations initiatives, collaborating with cross-functional teams to ensure successful implementation of business objectives, such as product launches, policy changes, customer acquisition, and tool integrations. * Implement and manage content management systems and guidelines, collaborating with cross-functional teams to ensure the accuracy, relevance, and accessibility of knowledge resources. * Manage new feature deployments, internal testing, and rollout processes across support teams. * Create and maintain process flow documentation and training materials, ensuring support staff are well-equipped to utilize new tools and processes. * Develop dashboards to track and report on operational performance and automation outcomes. * Gather and document requirements for new technology investments, overseeing the vendor review and selection process. **Core Competencies We Are Seeking** To succeed in this role, you will need to possess the following core competencies: * **Technical Expertise:** Proficiency in configuring, maintaining, and optimizing customer support systems (e.g., Zendesk, Confluence, Jira) and knowledge of integrating support tools with other platforms (e.g., CRM, analytics tools) and managing APIs. * **AI-Powered Automation Strategy & Implementation:** Proficiency in the design, implementation, and optimization of AI-driven automation tools, such as chatbots, voice virtual assistants, and email ticket bots. * **Process Automation and Data Insights:** Designing and implementing automations and workflows to improve efficiency and strong analytical skills to interpret data, generate insights, and create dashboards/reports on key metrics. * **Problem Solving and Troubleshooting:** Diagnosing and resolving system or process-related challenges efficiently, with minimal disruption to operations. * **Communication & Collaboration:** Collaborating with cross-functional teams to align tools and processes with business goals, training staff on new processes, tools, and best practices. * **Project & Change Management:** Leading projects independently, managing timelines, resources, and stakeholders and expectations effectively. * **Customer and User Experience Approach:** Configuring workflows and tools to enhance customer satisfaction and user-friendliness for agents. * **Knowledge of Emerging Technologies:** Staying updated on trends like AI-powered chatbots and self-service platforms and implementing new tools to drive business objectives. * **Strategic Planning:** Anticipating future operational needs and aligning strategies with long-term business goals. * **Self-Management & Accountability:** Ability to work independently, prioritize tasks, and manage responsibilities in a remote environment. **Basic Qualifications** To be considered for this role, you will need to possess the following basic qualifications: * 5+ years of experience in support operations within a SaaS environment, including expertise in knowledge management, quality assurance, training, support technology administration, and AI-driven automation tools (e.g., Zendesk or equivalent enterprise ticketing systems). * 5+ years of leadership experience managing customer support teams and cross-functional initiatives. * Demonstrated success in managing complex projects, including change management, system implementations, and process optimization with multiple stakeholders. * Proven ability to utilize technologies like AI to streamline workflows, enhance customer experiences, and improve team efficiency. * Strong understanding of customer support processes in a global, multi-channel environment. **Benefits** As a Senior Manager, Customer Experience Operations at blithequark, you will enjoy a comprehensive benefits package, including: * Competitive Salary: $135,000 annually * Restricted Stock Units (RSU) * Full Medical, Dental, Vision Insurance * 401K Plan * Fitness/Gym Stipend * Paid Parental Leave * Remote Work Environment – a 100% virtual * Flexible PTO Policy * Mission-Driven Company – a strong and driven culture **How to Apply** If you are a motivated and experienced professional with a passion for delivering exceptional customer experiences and driving operational excellence, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! **Equal Opportunity Employer** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive environment for all employees and encourage people of different backgrounds, experiences, abilities, and perspectives to apply. Apply for this job