**Experienced Full Stack Product Manager – Customer Service Innovation and Experience**

At blithequark, we're on a mission to revolutionize the way our members interact with our Help Center site, providing them with the most seamless and efficient customer experience possible. As a seasoned Product Manager of Customer Service, you'll take strategic ownership of the Help Center platform (help.blithequark.com) and its associated support contact intake experience, with a primary focus on pre-chat experience. Your mission is to build and execute a visionary roadmap that continuously enhances the Help Center platform, leveraging cutting-edge technologies like Generative AI (GenAI) to transform how our customers find help, self-serve, and connect with customer support representatives. **About blithequark** blithequark is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films, and games across a wide variety of genres and languages. Our members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. We're committed to ensuring that nothing gets between our members and their favorite shows, movies, and games. Our Customer Service (CS) organization is dedicated to assisting customers when they need help, and our CS Technology team is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future. **Key Responsibilities** As a Product Manager of Customer Service, you'll be responsible for: * Owning the end-to-end product management for the blithequark Help Center site, including chat and GenAI adoption to enhance issue resolution and the overall customer support experience * Helping define strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and impediments, communicating, and creating a roadmap * Collaborating with the insights team to gather and analyze customer feedback to identify pain points and prioritize impactful features, including self-service options and advanced search capabilities * Monitoring KPIs like search volume, customer satisfaction, and contact rate to measure and improve Help Center effectiveness * Collaborating with the data science team to develop and execute A/B tests to optimize elements like search functionality and navigation, analyzing results to drive improvements * Delivering innovative customer experience solutions through close collaboration with CS, design, engineering, and data engineering and scientist teams, as well as third-party solution providers and/or consulting firms * Expanding product management responsibility to other tools as business needs present * Embodying the unique blithequark culture **What We're Looking For** We're seeking an experienced Product Manager with a proven track record of executing projects that measurably enhance customer experiences. The ideal candidate will have: * 7+ years of product management experience in consumer products * A deep understanding of Customer Service business and prior experience managing a Help Center site * Quick learning and the ability to work in a fast-paced global environment * Exceptional multitasking abilities who thrive in high-pressure environments and can effectively manage multiple priorities * Ability to make informed and strategic decisions using both data and judgment, with a focus on delivering exceptional customer experiences * Demonstrated organizational leadership and influence without relying on hierarchy, inspiring and motivating cross-functional teams * Outstanding written and verbal communication skills, with the ability to create compelling memos and presentations * Experience with customer service and global products is a plus, along with a passion for exploring new technologies like GenAI to drive innovation * Strong understanding of A/B testing methodologies and data analysis techniques to drive product improvements * Experience with user research and user experience design principles to ensure a customer-centric approach * Ability to interpret data and translate insights into actionable improvements for the Help Center platform * Experience with GenAI chat technologies to enhance customer support interactions **Compensation and Benefits** We offer a comprehensive compensation structure, including an annual salary, with a range of $160,000 - $390,000. You'll also have the opportunity to choose how much of your compensation you want in salary versus stock options. Our benefits package includes: * 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 * Flexible time off **Work Environment and Culture** At blithequark, we're committed to creating a unique culture and environment that fosters innovation, creativity, and collaboration. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity 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. **How to Apply** If you're passionate about delivering exceptional customer experiences and driving innovation through cutting-edge technologies like GenAI, we want to hear from you. Apply now to join our team of talented professionals and help us revolutionize the way our members interact with our Help Center site. Apply Job! Apply for this job