Experienced Product Manager for Customer Service - Leading Innovation at blithequark

Join blithequark, a Global Leader in Entertainment Services

blithequark is revolutionizing the way people enjoy entertainment, with a presence in over 190 countries and a staggering 278 million paid memberships worldwide. As a pioneer in the industry, blithequark is committed to providing an unparalleled viewing experience, offering a vast library of TV series, films, and games across various genres and languages. With a flexible and customer-centric approach, members can enjoy their favorite content anywhere, anytime, and change their plans as needed.

The Role: Product Manager, Customer Service

At blithequark, we understand that a seamless customer experience is crucial to our success. That's why we're seeking an experienced Product Manager to lead the innovation and improvement of our member management platform, a critical tool for our Customer Service (CS) team. As a key player in shaping the future of our enterprise platform, you'll work closely with cross-functional teams, including design, engineering, operations, insights, and analytics, to deliver a world-class experience that enables our CS team to provide top-notch support to our members.

Key Responsibilities

• Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.
• Develop and execute the long-term strategy and prioritized roadmap for the platform, working closely with stakeholders to capture requirements, clarify prioritization, identify dependencies, and mitigate risks.
• Partner with CS functional teams to understand their vision and challenges, delivering tailored solutions that meet their needs and exceed customer expectations.
• Collaborate with engineering and data scientist teams, as well as third-party solution partners and consulting firms, to develop and deliver product features that drive customer and agent satisfaction.
• Understand regional differences in support expectations and tailor the experience accordingly, taking into account nuances across blithequark's various services and products, such as Streaming, Games, Live Experiences, and Ads.
• Expand product management responsibility to other tools as business needs arise, demonstrating adaptability and a willingness to take on new challenges.
• Embody the unique blithequark culture, characterized by a passion for innovation, a customer-centric approach, and a commitment to excellence.

What We're Looking For

To succeed in this role, you'll need:

• A minimum of 5 years of experience in product management, preferably in consumer or internal-facing products.
• A deep understanding of Customer Service business and contact center operations, with prior experience working with member management products, either third-party or in-house built.
• The ability to thrive in a fast-paced global environment, with exceptional multitasking skills and a talent for managing multiple priorities.
• Outstanding written and verbal communication skills, with the ability to craft compelling memos and presentations, build trust, and create collaborative partnerships across functions.
• Organizational leadership and influence without authority, with the ability to make informed decisions that balance data and judgment.
• A proven track record of executing projects that measurably improve customer and agent experiences, with a deep focus on delivering a great customer and agent experience.
• Experience working on global products and enterprise platforms is a plus.

Career Growth Opportunities and Learning Benefits

As a Product Manager at blithequark, you'll have the opportunity to work on complex, high-impact projects that drive business growth and customer satisfaction. You'll be part of a talented team that is passionate about innovation and committed to excellence. With blithequark's flexible and adaptive approach to product development, you'll have the freedom to experiment, learn from failures, and iterate towards success.

Work Environment and Company Culture

blithequark is known for its unique culture, which values creativity, inclusivity, and a passion for innovation. As an equal-opportunity employer, we celebrate diversity and recognize that diversity of thought and background builds stronger teams. Our work environment is characterized by a collaborative and fast-paced atmosphere, with a focus on delivering exceptional customer experiences.

Compensation, Perks, and Benefits

blithequark offers a comprehensive compensation package that includes:

• A competitive annual salary, with a range of $160,000 - $390,000 for this role.
• A flexible compensation structure that allows you to choose between salary and stock options.
• Comprehensive benefits, including 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.
• Paid leave of absence programs and flexible time off for full-time salaried employees.

Join the blithequark Team

If you're a motivated and experienced Product Manager looking to drive innovation and customer satisfaction, we encourage you to apply for this exciting opportunity at blithequark. With a global presence, a passion for innovation, and a commitment to excellence, blithequark is the perfect place to take your career to the next level. Apply now and join our talented team!