Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams and Driving Innovation in Customer Experience

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, we strive to ensure that our members' experiences are seamless and uninterrupted. To achieve this, our Customer Service (CS) team plays a vital role in providing assistance whenever our members need it.

About the Role

The CS Technology team, part of the CS organization, is responsible for developing and maintaining the tools and technologies that support our Customer Service business. We are now seeking an experienced Product Manager to lead the innovation and improvement of our member management platform, enhancing both our members' and support agents' experiences. This role requires a unique blend of passion, ability, and experience, as you will be partnering with various teams across the Product and Customer Service organization, as well as third-party solution providers, to deliver a best-in-class enterprise platform experience.

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, considering nuanced differences among blithequark's various services and products.
• Expand product management responsibility to other tools as business needs present.
• Embody the unique blithequark culture, fostering a collaborative and innovative environment.

What We're Looking For

To succeed 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 capacity to work in a fast-paced global environment.
• 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 cross-functionally.
• Organizational leadership and influence without authority, making tough but informed decisions with both data and judgment.
• Ability to inspire, motivate, and lead designers and engineers, with a demonstrated record of executing projects that measurably improved customer and agent experiences.
• A deep focus on delivering a great customer and agent experience, with experience working on global products and enterprise platforms being beneficial.

Essential Qualifications

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

• A strong understanding of customer service operations and the ability to analyze complex problems.
• Experience with agile development methodologies and project management tools.
• Excellent problem-solving skills, with the ability to think creatively and outside the box.
• A strong passion for innovation and customer experience, with a willingness to experiment and learn from failures.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Experience working with cloud-based technologies and scalable architectures.
• Knowledge of data analytics and visualization tools, with the ability to interpret complex data sets.
• Familiarity with machine learning and artificial intelligence concepts, with a willingness to explore their applications in customer service.
• Experience working in a global environment, with a deep understanding of cultural nuances and regional differences.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Product Manager, you will have access to a wide range of training and development opportunities, including:

• Professional development courses and workshops, focusing on product management, leadership, and innovation.
• Mentorship programs, pairing you with experienced professionals who can provide guidance and support.
• Opportunities to attend industry conferences and events, staying up-to-date with the latest trends and technologies.
• A collaborative and dynamic work environment, fostering creativity, innovation, and experimentation.

Work Environment and Company Culture

blithequark is a unique and innovative company, with a culture that values diversity, inclusion, and creativity. We believe in:

• Fostering a collaborative and open work environment, where everyone feels valued and empowered to contribute.
• Embracing diversity and promoting inclusion, recognizing that different perspectives and experiences are essential to our success.
• Encouraging creativity, innovation, and experimentation, with a willingness to take risks and learn from failures.
• Providing a comprehensive range of benefits, including health plans, mental health support, retirement plans, and stock options.

Compensation, Perks, and Benefits

Our compensation structure is designed to attract and retain top talent, with a focus on providing a competitive salary and a range of benefits, including:

• A annual salary range of $160,000 - $390,000, depending on experience and qualifications.
• A comprehensive benefits package, including health plans, mental health support, retirement plans, and stock options.
• A flexible and dynamic work environment, with opportunities for remote work and flexible hours.
• Access to a wide range of training and development opportunities, focusing on product management, leadership, and innovation.

Conclusion

If you are a motivated and experienced Product Manager, with a passion for customer experience and innovation, we encourage you to apply for this exciting opportunity. As a key member of our CS Technology team, you will play a critical role in shaping the future of our member management platform and driving the success of our Customer Service business. Join us at blithequark and be part of a dynamic and innovative team, dedicated to delivering exceptional customer experiences and pushing the boundaries of what is possible in the entertainment industry.