Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams to Deliver Exceptional Customer Experiences

Introduction to blithequark

blithequark is one of the world's leading entertainment services, offering a vast array of TV series, films, and games to over 278 million paid memberships across 190 countries. Our members enjoy the freedom to play, pause, and resume watching their favorite content anytime, anywhere, with the flexibility to change their plans at any time. At blithequark, we strive to ensure that nothing gets between our members and their favorite shows, movies, and games. Our Customer Service (CS) team plays a vital role in achieving this goal, providing assistance to customers whenever they need help.

About the Role

The CS Technology team at blithequark is responsible for ensuring that the right CS tools and technologies are in place to support the operation, growth, and scalability of our Customer Service business. We are seeking an experienced Product Manager to lead and manage innovation, focusing on improving our members' and support agents' experience with our member management platform. As a Product Manager at blithequark, you will have the opportunity to wear multiple hats, partnering with design, engineering, operations, insights, and analytics teams across the Product and Customer Service organization, as well as third-party solution providers.

Key Responsibilities

• Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.
• Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
• Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
• Manage the development and delivery of product features through close collaboration with our engineering and data scientist teams, as well as third-party solution partners and/or consulting firms.
• Understand differences in support expectations in different regions around the world and tailor the experience accordingly, including nuanced differences among blithequark's different services/products, such as Streaming, Games, Live Experiences, Ads, etc.
• Expand product management responsibility to other tools as business needs present.
• Embody the unique blithequark culture, which values innovation, collaboration, and a passion for delivering exceptional customer experiences.

What We're Looking For

To be successful in this role, you should 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 business.
• Prior experience working with member management products, whether third-party or in-house built.
• Quick learning abilities and the ability to work in a fast-paced global environment.
• Exceptional multitasking abilities, with the ability to thrive in high-pressure environments and effectively manage multiple priorities.
• Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships cross-functionally.
• Organizational leadership and influence without authority, with the ability to make tough but informed decisions using both data and judgment.
• Ability to inspire, motivate, and lead designers and engineers.
• A demonstrated record of executing projects that measurably improved customer and agent experiences.
• A deep focus on delivering a great customer and agent experience.
• Experience working on global products and enterprise platforms is also beneficial.

Skills and Competencies

In addition to the above requirements, the ideal candidate will possess:

• Strong technical skills, with the ability to understand and communicate complex technical concepts to non-technical stakeholders.
• Excellent problem-solving skills, with the ability to analyze complex problems and develop creative solutions.
• Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams.
• Adaptability and flexibility, with the ability to thrive in a fast-paced and rapidly changing environment.
• A passion for delivering exceptional customer experiences, with a deep understanding of the importance of customer satisfaction and loyalty.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development. As a Product Manager, you will have the opportunity to work on complex and challenging projects, developing your skills and expertise in product management, leadership, and collaboration. You will also have access to a range of training and development programs, including workshops, conferences, and online courses, to help you stay up-to-date with the latest trends and technologies in the industry.

Work Environment and Company Culture

blithequark is a unique and dynamic company, with a culture that values innovation, collaboration, and a passion for delivering exceptional customer experiences. Our employees are passionate about their work, and we strive to create an environment that is supportive, inclusive, and fun. We believe in giving our employees the freedom to make decisions, take risks, and try new things, and we provide the resources and support they need to succeed.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a salary range of $160,000 - $390,000 per year. We also provide a range of benefits, including comprehensive 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, flexible time off, and a range of other perks and benefits.

Conclusion

If you are a motivated and experienced Product Manager, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. As a Product Manager at blithequark, you will have the chance to work on complex and challenging projects, develop your skills and expertise, and contribute to the success of our company. Don't miss out on this opportunity to join our dynamic and innovative team – apply today!