Experienced Investigations & Response Manager, Customer Trust & Privacy – Leading Cross-Functional Teams at Blithequark

About Blithequark and the Role

Blithequark is a pioneer in the entertainment industry, revolutionizing the way people experience TV series, films, and games. With a global presence in over 190 countries and 278 million paid memberships, we are committed to delivering exceptional content and cutting-edge technology. As our Investigations & Response Manager, Customer Trust & Privacy, you will play a pivotal role in ensuring our Customer Service team is always ready, informed, and aligned with our innovative product launches. This role focuses on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy.

Key Responsibilities

• I&R Privacy Pod Oversight: Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components. Ensure the team operates efficiently and meets its objectives through strategic planning and effective leadership.
• Privacy Operations Alignment: Collaborate with Privacy Operations to ensure that 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 (CS) is prepared and equipped to support new product launches and updates, with a focus 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.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication.
• CS Advocacy: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions.
• Agent Readiness: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed.
• CS Collaboration: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives.
• Forecast Input: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches.
• Impact Analysis: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience.
• Project Management: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution.

Essential Qualifications

Experience and Skills

• 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 (director and above) with multiple cross-functional teams, including Product & Engineering.

Leadership and Strategic Thinking

• 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 big 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.

Analytical and Organizational Skills

• 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.

Communication and Adaptability

• 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.

Preferred Qualifications

• Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

Career Growth 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 opportunities to:

• Develop leadership skills and manage cross-functional teams.
• Contribute to product innovation and customer service strategies.
• Enhance your expertise in privacy regulations, customer trust, and account security.
• Collaborate with senior leaders and stakeholders across the organization.

Work Environment and Company Culture

Blithequark is a unique and dynamic work environment that values diversity, equity, and inclusion. Our culture is built on:

• Embracing diversity of thought and background to build stronger teams.
• Fostering a culture of openness, transparency, and feedback.
• Encouraging innovation, creativity, and experimentation.
• Providing opportunities for growth and development.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package that includes:

• Competitive annual salary ranging from $100,000 to $350,000.
• Stock Option Program.
• Comprehensive benefits, including Health Plans, Mental Health support, 401(k) Retirement Plan with employer match, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits.
• Paid leave of absence programs.
• Flexible time off for full-time salaried employees.

Conclusion

If you are a strategic thinker and strong leader with a passion for privacy, product innovation, and customer service, we encourage you to apply for this exciting opportunity at Blithequark. As an Investigations & Response Manager, Customer Trust & Privacy, you will play a critical role in ensuring our Customer Service team is always ready, informed, and aligned with our innovative product launches. Join our team and contribute to making a significant impact on improving customer trust and security.

Apply Now and be part of our dynamic team at Blithequark!