Experienced Investigations & Response Manager - Customer Trust, Privacy, and Security Operations at blithequark

Join blithequark, a Global Leader in Entertainment and Innovation

blithequark is revolutionizing the entertainment industry with its cutting-edge technology and diverse content offerings, boasting an impressive 278 million paid memberships across over 190 countries. As a pioneer in the streaming service sector, blithequark continues to push boundaries in TV series, films, and games, catering to a wide range of genres and languages. Members enjoy the flexibility to watch, pause, and resume content at their convenience, with the ability to change plans anytime.

The Role: Investigations & Response Manager, Customer Trust & Privacy

blithequark is seeking a strategic and experienced Investigations & Response Manager to lead its Customer Trust & Privacy initiatives within the Customer Service team. As a key player in ensuring Customer Service (CS) readiness and alignment with innovative product launches, this role focuses on Customer Trust, Account Security, Payments Fraud, and Privacy. The ideal candidate will be a strong leader and strategic thinker, capable of bridging the gap between Product & Engineering teams and Customer Service.

Key Responsibilities

• I&R Privacy Pod Oversight: Lead and manage the I&R Privacy Pod, overseeing a team handling customer inquiries related to privacy. Ensure strategic planning and effective leadership to meet objectives.
• Privacy Operations Alignment: Collaborate with Privacy Operations to align operational and strategic priorities, fostering a unified approach to privacy issues and customer interactions.
• Strategic Collaboration: Partner with Product & Engineering teams to ensure CS is prepared for new product launches and updates, focusing on Customer Trust, Account Security, Payments Fraud, and Privacy.
• CS Insights & Product Innovation: Deliver actionable insights from CS 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.
• CS Advocacy: Represent CS needs and feedback in product discussions and decisions, influencing product direction to enhance customer trust and security.
• Agent Readiness: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared.
• CS Collaboration: Facilitate collaboration between CS and other departments for seamless integration and support of new initiatives.
• Forecast Input: Provide input on forecasts to 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 projects related to product launches, privacy initiatives, and cross-functional efforts to ensure timely and successful execution.

Essential Qualifications

• Proven experience in program management 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, or Customer Service.
• Strong understanding of privacy regulations and customer privacy concerns.
• Specific market knowledge and expertise in liaising at the executive level with multiple cross-functional teams.
• Exceptional stakeholder management skills, with the ability to build bridges across multiple parts of the business.
• Previous direct experience in leadership-driven roles is a significant advantage.

Preferred Qualifications

• Ability to operate autonomously and navigate organizational ambiguity.
• Strong analytical and critical thinking skills to review complex data and identify trends.
• Superior organizational skills, attention to detail, and a mindset that challenges the status quo.
• Self-starter and fast learner who can work independently with impeccable judgment.
• Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities.
• Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

What blithequark Offers

blithequark provides a comprehensive compensation structure that includes an annual salary, with the flexibility to choose between salary and stock options. The compensation range for this role is $100,000 - $350,000.

blithequark also offers a wide range of benefits, including:

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

blithequark Culture and Environment

blithequark is known for its unique culture and environment, which values diversity and inclusion. The company celebrates diversity of thought and background, recognizing that it builds stronger teams. blithequark is an equal-opportunity employer and does not discriminate on the basis of various factors, including race, religion, and gender identity.

Career Growth and Learning Benefits

As an Investigations & Response Manager at blithequark, you will have opportunities for professional growth and the chance to make a significant impact on improving customer trust and security. You will be working in a fast-paced, collaborative environment that encourages learning and innovation.

Conclusion

If you are a strategic thinker and strong leader passionate about privacy, product innovation, and customer service, we encourage you to apply for this exciting opportunity at blithequark. Join a team that is revolutionizing the entertainment industry and shaping the future of customer trust and security. Apply now to be part of this dynamic and innovative team!