Experienced Product Manager for Customer Service - Leading Innovation at blithequark

Transforming Customer Experience through Innovative Product Management at blithequark

At blithequark, we're revolutionizing the entertainment industry with our vast array of TV series, films, and games available to over 278 million paid members across more than 190 countries. Our members enjoy the flexibility to watch, pause, and resume their favorite content at their convenience, with the ability to change their plans anytime. Behind this seamless experience is a dedicated team, including our Customer Service (CS) organization, which is committed to ensuring that our members receive the support they need without any hassle.

The Role of a Product Manager in Shaping Customer Experience

The CS Technology team within blithequark's Customer Service organization is at the forefront of developing and maintaining the tools and technologies that support our customer service operations. We're seeking an experienced Product Manager to lead the innovation and improvement of our member management platform, enhancing both our members' and support agents' experiences.

As a Product Manager at blithequark, you'll be a key player in defining the future of our member management enterprise platform. You'll work closely with various teams, including design, engineering, operations, insights, and analytics, as well as third-party solution providers, to deliver a world-class platform that enables our customer service team to provide exceptional support to our members.

Key Responsibilities

• Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.
• Develop and execute the long-term strategy and prioritized roadmap for the member management platform, working closely with cross-functional teams.
• Partner with each CS functional team to understand their vision, challenges, and requirements, delivering tailored solutions that meet their needs.
• Collaborate with engineering and data scientist teams, as well as third-party solution partners, to develop and deliver product features that enhance customer and agent experiences.
• Understand the nuances of support expectations across different regions and tailor the experience accordingly, considering the diverse services and products offered by blithequark, such as Streaming, Games, and Live Experiences.
• Expand product management responsibilities to other tools as business needs evolve.
• Embody and promote blithequark's unique culture, values, and principles in your work.

Essential Qualifications and Skills

To succeed in this role, you must have:

• 5+ years of experience in product management for consumer or internal-facing products.
• A deep understanding of the Customer Service business and contact center operations.
• Prior experience working with member management products, either third-party or in-house built.
• The ability to work in a fast-paced global environment and adapt quickly to changing priorities.
• Exceptional multitasking abilities, thriving in high-pressure environments and effectively managing multiple priorities.
• Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships across functions.
• Organizational leadership and influence without authority, making informed decisions that drive results.
• The ability to inspire, motivate, and lead designers and engineers towards a common goal.
• A proven track record of executing projects that have measurably improved customer and agent experiences.
• A deep focus on delivering a great customer and agent experience.

Additionally, experience working on global products and enterprise platforms is beneficial.

Career Growth and Learning Opportunities

At blithequark, we're committed to the growth and development of our employees. As a Product Manager, you'll have the opportunity to work on complex and challenging projects, developing your skills in product management, leadership, and collaboration. You'll be part of a dynamic team that is shaping the future of customer service in the entertainment industry.

Work Environment and Company Culture

blithequark is known for its unique culture and environment, which values diversity, inclusion, and innovation. We're an equal-opportunity employer that celebrates diversity and promotes an inclusive workplace. Our employees enjoy a flexible work environment that encourages creativity, collaboration, and continuous learning.

Compensation and Benefits

Our compensation structure is designed to be competitive and rewarding. The annual salary for this role ranges from $160,000 to $390,000, and you have the flexibility to choose how much of your compensation you want in salary versus stock options each year.

We offer comprehensive benefits, 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. Our employees also enjoy paid leave of absence programs and flexible time off.

Join blithequark and Make a Difference

If you're a passionate and experienced Product Manager looking to make a significant impact in the customer service space, we encourage you to apply to blithequark. Join our team of innovators and leaders who are shaping the future of entertainment and customer experience. Together, we can create a world-class member management platform that delights our members and support agents alike.

Don't miss this opportunity to be part of a dynamic and forward-thinking organization. Apply now and take the first step towards a rewarding career at blithequark.

Apply Now