Experienced Product Manager for Customer Service - Leading Innovation at blithequark

Join the blithequark Team: Revolutionizing Customer Service Experience

At blithequark, we're committed to ensuring that our members can enjoy their favorite shows, movies, and games without any interruptions. With a presence in over 190 countries and 278 million paid memberships, we're one of the world's leading entertainment services. Our Customer Service (CS) team plays a vital role in assisting our members when they need help, and we're now looking for an experienced Product Manager to lead innovation and improve our members' and support agents' experience with our member management platform.

The Role: Product Manager, Customer Service

As a Product Manager at blithequark, you'll be the key player in shaping the future of our member management enterprise platform. You'll work closely with cross-functional teams, including design, engineering, operations, insights, and analytics, as well as third-party solution providers to deliver a best-in-class enterprise platform experience. This senior role requires a passion for innovation, exceptional leadership skills, and the ability to wear multiple hats.

Key Responsibilities

• Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.
• Define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks, and create a roadmap for the member management platform.
• Partner with each CS functional team to understand their vision and challenges and deliver the best possible solutions together.
• Manage the development and delivery of product features through close collaboration with engineering and data scientist teams, as well as third-party solution partners and/or consulting firms.
• Understand differences in support expectations in different regions around the world and tailor the experience accordingly, including nuanced differences among blithequark's various services/products.
• Expand product management responsibility to other tools as business needs present.
• Embody the unique blithequark culture, fostering a collaborative and innovative environment.

What We're Looking For

To succeed in this role, you'll need:

• 5+ years of experience in product management for consumer or internal-facing products.
• A deep understanding of Customer Service business and contact center operations.
• Prior experience working with member management products, whether third-party or in-house build.
• Exceptional multitasking abilities, thriving in high-pressure environments and effectively managing multiple priorities.
• Outstanding written and verbal communication skills, with great memos and presentations, and the ability to build trust and create collaborative partnerships cross-functionally.
• Organizational leadership and influence without authority.
• The ability to make tough but informed decisions with both data and judgment.
• The ability to inspire, motivate, and lead designers and engineers.
• A demonstrated record of executing projects that measurably improved customer and agent experiences.
• A deep focus on delivering a great customer and agent experience.

Additionally, experience working on global products and enterprise platforms is beneficial.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our employees grow and develop their skills. As a Product Manager, you'll have the opportunity to:

• Lead cross-functional teams and influence product strategy.
• Develop and execute product roadmaps, driving business growth and customer satisfaction.
• Collaborate with global teams, gaining a deeper understanding of diverse markets and customer needs.
• Stay up-to-date with industry trends and emerging technologies, driving innovation and staying ahead of the curve.

Work Environment and Company Culture

blithequark is a unique and dynamic work environment that values diversity, equity, and inclusion. We're committed to creating a culture that is:

• Inclusive: We celebrate diversity and promote a culture of respect and empathy.
• Collaborative: We foster a spirit of teamwork and collaboration across functions and geographies.
• Innovative: We encourage creativity and experimentation, driving innovation and growth.

As a remote team, we offer flexible working arrangements that allow you to work from anywhere.

Compensation, Perks, and Benefits

Our compensation structure consists solely of an annual salary, and we offer a competitive salary range of $160,000 - $390,000. We also provide comprehensive benefits, including:

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

Join Our Team

If you're a motivated and experienced Product Manager looking to drive innovation and customer satisfaction, we want to hear from you. At blithequark, we're committed to creating a diverse and inclusive workplace that values talent and creativity. Apply now to join our team and help shape the future of customer service!

We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background 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.