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

About Blithequark

Blithequark is a pioneering entertainment services company that has revolutionized the way people consume media. With a global presence in over 190 countries and 278 million paid memberships, we offer a diverse range of TV series, films, and games across various genres and languages. Our members can enjoy seamless viewing experiences, pausing and resuming content at their convenience, and changing plans as needed.

The Role

We are seeking an exceptional Investigations & Response Manager, Customer Trust & Privacy, to join our dynamic Customer Service team at Blithequark. As a strategic leader, you will play a pivotal role in ensuring our Customer Service is always prepared, informed, and aligned with our innovative product launches. This role focuses on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy.

As the Investigations & Response Manager, you will oversee a team dedicated to handling privacy-related inquiries, ensuring strategic alignment with Privacy Operations, and delivering critical insights from Customer Service to inform strategy, decision-making, and innovation. You will work closely with product teams to integrate customer feedback and lead initiatives to ensure Customer Service readiness.

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

• Proven Experience: 5+ years of experience in program management, especially within product and customer service environments.
• Industry Expertise: Experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries.
• Privacy Regulations: Strong understanding of privacy regulations and customer privacy concerns.
• Leadership Skills: Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
• Analytical Skills: Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends.
• Organizational Skills: 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.
• Technical Skills: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

Preferred Qualifications

• Executive Level Experience: Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering.
• Autonomy and Adaptability: 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.
• Fast Learner: Self-starter and fast learner who can work independently while using impeccable judgment.
• Receptive to Feedback: Receptive to and able to appropriately give & incorporate real-time feedback.
• Situational Awareness: Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context.

Career Growth Opportunities and Learning Benefits

At Blithequark, we are committed to the growth and development of our employees. This role offers opportunities for professional growth and the chance to make a significant impact on improving customer trust and security. You will have the opportunity to work closely with cross-functional teams, develop your leadership skills, and drive innovation in the company.

Work Environment and Company Culture

Blithequark is a unique and dynamic work environment that values diversity, equity, and inclusion. We celebrate diversity of thought and background, recognizing that it builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Compensation, Perks, and Benefits

Our compensation structure consists solely of an annual salary, with a range of $100,000 - $350,000 for this role. We also provide comprehensive benefits, including:

• Health Plans
• Mental Health support
• 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Paid leave of absence programs

Conclusion

If you are a strategic thinker and strong leader who can seamlessly bridge the gap between Product & Engineering teams and Customer Service, we want to hear from you! This role offers a unique opportunity to make a significant impact on improving customer trust and security, while driving innovation and growth at Blithequark. Apply now to join our dynamic team and take the next step in your career!