Experienced Product Manager for Customer Service and Help Center Platform Development – Leading Innovation in Customer Experience through AI-Driven Solutions

Introduction to blithequark

blithequark is one of the world's leading entertainment services, offering a vast array of TV series, films, and games to over 283 million paid memberships in more than 190 countries. Our mission is to provide an unparalleled entertainment experience, allowing members to play, pause, and resume watching their favorite content anytime, anywhere. To achieve this, we recognize the importance of seamless customer support, ensuring that our members can effortlessly find help and connect with our support team when needed.

About the Role

We are seeking an experienced Product Manager to lead the innovation and development of our Help Center platform, focusing on delivering a visionary roadmap that enhances the customer experience. As a Product Manager for Customer Service at blithequark, you will take strategic ownership of the Help Center site and its associated support contact intake experience, with a primary focus on pre-chat experience. Your mission is to build and execute a roadmap that continuously improves the Help Center platform, ensuring it provides the most seamless and efficient customer experience possible.

Key Responsibilities

• Own the end-to-end product management for the blithequark Help Center site, including chat and Generative AI (GenAI) adoption to enhance issue resolution and the overall customer support experience.
• Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
• Collaborate 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.
• Monitor KPIs like search volume, customer satisfaction, and contact rate to measure and improve Help Center effectiveness.
• Collaborate 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.
• Deliver innovative customer experience solutions through close collaboration with customer service, design, engineering, and data engineering and scientist teams, as well as third-party solution providers and/or consulting firms.
• Expand product management responsibility to other tools as business needs present.

Essential Qualifications

To be successful in this role, you should have:

• 7+ years of product management experience in consumer products, with a proven track record of executing projects that measurably enhance customer experiences.
• A deep understanding of the Customer Service business and prior experience managing a Help Center site.
• Quick learning abilities and the ability to work in a fast-paced global environment.
• Exceptional multitasking abilities, thriving in high-pressure environments, and effectively managing 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.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience with customer service and global products.
• 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.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Product Manager for Customer Service, you will have the opportunity to:

• Develop and execute a visionary roadmap for the Help Center platform, driving innovation and improvement in customer experience.
• Collaborate with cross-functional teams, including customer service, design, engineering, and data science, to deliver innovative solutions.
• Stay up-to-date with the latest technologies and trends in customer service and product management, including GenAI and A/B testing methodologies.
• Participate in training and development programs, including workshops, conferences, and online courses, to enhance your skills and knowledge.

Work Environment and Company Culture

blithequark is a unique and dynamic company, offering a fast-paced and collaborative work environment. Our culture is built on the values of innovation, customer obsession, and teamwork. As a Product Manager for Customer Service, you will be part of a talented and dedicated team, working together to deliver exceptional customer experiences.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• An annual salary range of $160,000 - $390,000, depending on experience and qualifications.
• A comprehensive benefits package, 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, and life and serious injury benefits.
• Paid leave of absence programs, including vacation, holidays, and sick paid time off.
• Flexible time off for full-time salaried employees.

Conclusion

If you are a motivated and experienced product manager, passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. As a Product Manager for Customer Service, you will play a critical role in shaping the future of our Help Center platform, driving innovation and improvement in customer experience. Join our talented and dedicated team, and be part of a company that is revolutionizing the entertainment industry.