Introduction to blithequark
blithequark is one of the world's leading entertainment services, boasting 278 million paid memberships across over 190 countries. Our members enjoy a vast array of TV series, films, and games, all readily available to play, pause, and resume at their convenience, anytime and anywhere. As a pioneer in the entertainment industry, blithequark is committed to pushing the boundaries of innovation, ensuring our customer service is always ready, informed, and aligned with our cutting-edge product launches.
The Role of Investigations & Response Manager, Customer Trust & Privacy
As the Investigations & Response Manager, Customer Trust & Privacy at blithequark, you will play a pivotal role in ensuring our Customer Service team is equipped to handle key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy. This role requires a strategic thinker and strong leader who can bridge the gap between Product & Engineering teams and Customer Service, driving initiatives that enhance customer trust and security. You will work closely with product teams to integrate customer feedback, lead projects, and ensure Customer Service readiness for new product launches and updates.
Key Responsibilities
- I&R Privacy Pod Oversight: Lead and manage the I&R Privacy Pod, overseeing a team focused on handling customer inquiries with privacy components, ensuring the team operates efficiently and meets its objectives through strategic planning and effective leadership.
- Privacy Operations Alignment: Collaborate with Privacy Operations to ensure operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions.
- Strategic Collaboration: Partner closely with Product & Engineering teams to ensure Customer Service is prepared and equipped to support new product launches and updates, focusing on Customer Trust, Account Security, Payments Fraud, and Privacy.
- CS Insights & Product Innovation: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions, and leveraging strategic thinking to identify trends and areas for improvement.
- Stakeholder Management: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication, applying strategic thought to manage and balance stakeholder interests.
- CS Advocacy: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions, using strategic insights to influence product direction, especially in enhancing customer trust and security.
- Agent Readiness: Create and manage content for Knowledge Base, Help Center, News Posts, and Notifications to ensure CS agents are fully prepared and informed, strategically planning content to address potential issues and questions.
- CS Collaboration: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives, using strategic planning to enhance cross-functional teamwork.
- Forecast Input: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches, utilizing strategic thinking to predict future needs and trends.
- Impact Analysis: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience, applying strategic insights to mitigate negative impacts and enhance positive outcomes.
- Project Management: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution, using strategic planning to ensure projects are aligned with broader company goals.
Essential Qualifications
- Proven experience in program management, especially within product and customer service environments.
- 5+ years of experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries.
- Strong understanding of privacy regulations and customer privacy concerns.
- Specific market knowledge and expertise with liaising at the executive level with multiple cross-functional teams, including Product & Engineering.
- Proven track record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business to successfully advocate for a team.
- Previous direct experience in leadership-driven roles (strategy and operations, people management) is a significant plus.
- Ability to fully operate autonomously and navigate organizational ambiguity while expanding the team knowledge base and footprint across undiscovered areas and on top of already established clear-cut priorities.
- Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends.
- Superior organizational skills, extraordinary attention to detail, and a ‘challenge-the-status-quo’ / ‘go outside of the comfort zone’ mindset that processes can always be improved.
- Self-starter and fast learner who can work independently while using impeccable judgment.
- Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines.
- Receptive to and able to appropriately give & incorporate real-time feedback.
- Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context.
- Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.
Preferred Qualifications
- Advanced degree in a related field, such as Business Administration, Law, or Computer Science.
- Certifications in privacy, compliance, or related fields.
- Experience working in a remote or distributed team environment.
- Familiarity with agile development methodologies and version control systems.
- Knowledge of data analytics and visualization tools.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As an Investigations & Response Manager, Customer Trust & Privacy, you will have the opportunity to work on high-impact projects, collaborate with cross-functional teams, and develop your skills in strategic leadership, stakeholder management, and product innovation. You will also have access to comprehensive training and development programs, including mentorship, coaching, and education assistance.
Work Environment and Company Culture
blithequark is a unique and dynamic work environment that values innovation, creativity, and collaboration. We are a remote-friendly company that offers flexible work arrangements, including remote work options and flexible hours. Our company culture is built on the principles of respect, empathy, and inclusivity, and we are committed to creating a workplace that is welcoming and supportive of all employees.
Compensation, Perks, and Benefits
blithequark offers a competitive compensation package that includes a salary range of $100,000 - $350,000, depending on experience and qualifications. We also offer a comprehensive benefits package, including health plans, mental health support, a 401(k) retirement plan with employer match, stock option program, disability programs, health savings and flexible spending accounts, family-forming benefits, and life and serious injury benefits. Additionally, we offer paid leave of absence programs, flexible time off, and a generous paid time off policy.
Conclusion
If you are a strategic thinker and strong leader who is passionate about customer trust and security, product innovation, and customer service, we encourage you to apply for the Investigations & Response Manager, Customer Trust & Privacy role at blithequark. This is a unique opportunity to join a dynamic and innovative company that is shaping the future of entertainment and customer experience. Apply now to take the first step in your journey with blithequark!
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