Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams to Deliver Exceptional Customer Experiences

Introduction to blithequark blithequark is one of the world's leading entertainment services, boasting 278 million paid memberships across over 190 countries. Our members enjoy a vast array of TV series, films, and games, all readily available to play, pause, and resume at their convenience. As a pioneer in the entertainment industry, blithequark is committed to ensuring that our members have an uninterrupted and enjoyable experience. To achieve this, our Customer Service (CS) team plays a vital role in providing assistance whenever our members need it.About the RoleThe CS Technology team at blithequark is responsible for developing and maintaining the tools and technologies that support our Customer Service business. We are currently seeking an experienced Product Manager to lead the innovation and improvement of our member management platform. This platform is crucial in enabling our customer service team to deliver exceptional experiences to our members. As a Product Manager at blithequark, you will have the opportunity to wear multiple hats, collaborating with various teams, including design, engineering, operations, insights, and analytics, as well as third-party solution providers.Key Responsibilities Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions. Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap for the platform's development and improvement. Partner with each CS functional team to understand their vision and challenges and deliver the best possible solutions together, ensuring that our customer service team can provide great customer experiences.Manage the development and delivery of product features through close collaboration with our 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, taking into account nuanced differences among blithequark's various services and products. Expand product management responsibility to other tools as business needs present, demonstrating your ability to adapt and grow with the company.Embody the unique blithequark culture, which values innovation, collaboration, and exceptional customer experiences. What We're Looking For To be successful in this role, you will need to have: 5+ years of experience in product management for consumer or internal-facing products, with a deep understanding of Customer Service business and contact center business. Prior experience working with member management products, whether third-party or in-house built, and a quick learner who can thrive in a fast-paced global environment.Exceptional multitasking abilities, with the capacity to effectively manage multiple priorities and work well under pressure. Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships cross-functionally. Organizational leadership and influence without authority, with the ability to make tough but informed decisions using both data and judgment. A demonstrated record of executing projects that measurably improved 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 also beneficial, as is the ability to inspire, motivate, and lead designers and engineers. Essential Qualifications In addition to the above requirements, the ideal candidate will have: A strong understanding of the entertainment industry and the role of customer service in delivering exceptional customer experiences. Experience working with cross-functional teams, including design, engineering, and operations. A proven track record of driving innovation and improvement in customer-facing products and services.Excellent problem-solving skills, with the ability to analyze complex problems and develop effective solutions. Preferred Qualifications While not essential, the following qualifications are preferred: Experience working with third-party solution providers and/or consulting firms. Knowledge of agile development methodologies and experience working in an agile environment. Familiarity with data analytics and insights, with the ability to use data to inform product decisions. Experience working in a global environment, with an understanding of cultural and regional differences in customer expectations and preferences.Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Product Manager, you will have the opportunity to work on complex and challenging projects, developing your skills and expertise in product management, customer service, and entertainment industry trends. You will also have access to training and development programs, as well as mentorship and coaching from experienced professionals in the field. Work Environment and Company Culture blithequark is a unique and dynamic company, with a culture that values innovation, collaboration, and exceptional customer experiences.We believe in giving our employees the freedom to make decisions and take ownership of their work, with a focus on delivering results and driving impact. Our work environment is fast-paced and dynamic, with a emphasis on teamwork, communication, and mutual respect. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of $160,000 - $390,000 per year, depending on experience and qualifications. We also offer a range of benefits, including:Comprehensive health plans, including medical, dental, and vision coverage.Mental health support and resources, including access to counseling and therapy services. A 401(k) retirement plan with employer match, to help you save for your future. A stock option program, giving you the opportunity to own a part of blithequark and share in our success. Disability programs, including short-term and long-term disability insurance. Health savings and flexible spending accounts, to help you manage your healthcare expenses. Family-forming benefits, including adoption assistance and fertility benefits.Life and serious injury benefits, including life insurance and accidental death and dismemberment insurance. Paid leave of absence programs, including vacation, holidays, and sick leave. Conclusion If you are a motivated and experienced Product Manager, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. As a member of our team, you will have the chance to work on complex and challenging projects, develop your skills and expertise, and contribute to the growth and success of our company.Don't miss out on this opportunity to join a dynamic and innovative team and take your career to the next level.