Experienced Investigations & Response Manager - Customer Trust & Privacy at blithequark

Join blithequark, a Global Leader in Entertainment Services

At blithequark, we're passionate about entertaining the world with our exciting content and cutting-edge technology. With 278 million paid memberships across over 190 countries, we're committed to providing an unparalleled viewing experience. As a key member of our Customer Trust & Privacy team, you'll play a vital role in ensuring our Customer Service (CS) is always ready, informed, and aligned with our innovative product launches.

The Role: Investigations & Response Manager

As the Investigations & Response Manager, Customer Trust & Privacy at blithequark, you'll be responsible for leading a team dedicated to handling privacy-related inquiries, ensuring strategic alignment with Privacy Operations, and delivering critical insights from CS to inform strategy, decision-making, and innovation. You'll work closely with product teams to integrate customer feedback and lead initiatives to ensure CS readiness, focusing on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy.

Key Responsibilities

• I&R Privacy Pod Oversight: Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components. Ensure the team operates efficiently and meets its objectives through strategic planning and effective leadership.
• Privacy Operations Alignment: Collaborate with Privacy Operations to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions.
• Strategic Collaboration: Partner closely with Product & Engineering teams to ensure Customer Service (CS) is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy.
• CS Insights & Product Innovation: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication.
• CS Advocacy: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions.
• Agent Readiness: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed.
• CS Collaboration: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives.
• Forecast Input: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches.
• Impact Analysis: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience.
• Project Management: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution.

Qualifications & Skills

To succeed in this role, you'll need:

• Proven Experience: 5+ years of experience in program management, especially within product and customer service environments.
• Privacy Expertise: Strong understanding of privacy regulations and customer privacy concerns.
• Leadership Skills: Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
• Strategic Thinking: Ability to fully operate autonomously and navigate organizational ambiguity while expanding the team knowledge base and footprint.
• Analytical Skills: Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends.
• Organizational Skills: Superior organizational skills, extraordinary attention to detail, and a 'challenge-the-status-quo' mindset.
• Technical Skills: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

What We Offer

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

• Competitive Salary: Our compensation structure consists solely of an annual salary, with a range of $100,000 - $350,000 for this role.
• Stock Options: You can choose each year how much of your compensation you want in salary versus stock options.
• Comprehensive Benefits: Health Plans, Mental Health support, 401(k) Retirement Plan with employer match, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits.
• Paid Leave: Full-time hourly employees accrue 35 days annually for paid time off, while full-time salaried employees are immediately entitled to flexible time off.

Our Culture & Environment

At blithequark, we're proud of our unique culture and environment. We celebrate diversity and recognize that diversity of thought and background builds stronger teams. We're an equal-opportunity employer and 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.

Career Growth & Opportunities

As Investigations & Response Manager, Customer Trust & Privacy, you'll have opportunities for professional growth and the chance to make a significant impact on improving customer trust and security. You'll work closely with cross-functional teams, develop strategic insights, and drive projects that shape the future of our customer service operations.

Join Our Team

If you're a strategic thinker and strong leader passionate about privacy, product innovation, and customer service, we want to hear from you! Apply now to join blithequark as an Investigations & Response Manager, Customer Trust & Privacy, and be part of our mission to entertain the world.

Don't miss this opportunity to make a meaningful impact and grow your career with a global leader in entertainment services. Apply today!