Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams and Driving Innovation in Global Entertainment Services

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 278 million paid memberships across 190 countries. Our members enjoy unparalleled flexibility, with the ability to play, pause, and resume watching their favorite content anytime, anywhere. As a pioneer in the entertainment industry, blithequark is committed to delivering exceptional customer experiences, and our Customer Service (CS) team plays a vital role in achieving this goal.

About the Role

We are seeking an experienced Product Manager to lead the development and management of our member management platform, a critical tool that enables our customer service team to provide top-notch support to our members. As a key player in our CS Technology team, you will be responsible for driving innovation, improving our members' and support agents' experience, and shaping the future of our enterprise platform. This is a unique opportunity to join a dynamic team and make a significant impact on our customer and agent experience.

Key Responsibilities

• Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.
• Develop and execute a long-term strategy and prioritized roadmap for the platform, in collaboration with cross-functional teams.
• Partner with CS functional teams to understand their vision and challenges and deliver tailored solutions that meet their needs.
• Manage the development and delivery of product features, working closely with engineering, data scientist, and third-party solution provider teams.
• Understand regional differences in support expectations and adapt the experience accordingly, taking into account nuances in our various services and products.
• Expand product management responsibility to other tools as business needs arise, demonstrating your ability to adapt and grow with the organization.
• Embody the unique blithequark culture, which values innovation, collaboration, and customer obsession.

Essential Qualifications

To succeed in this role, you will need:

• 5+ years of experience in product management for consumer or internal-facing products, with a deep understanding of Customer Service business and contact center operations.
• Prior experience working with member management products, whether third-party or in-house built, and a proven track record of delivering projects that improve customer and agent experiences.
• Exceptional multitasking abilities, with the capacity to thrive in high-pressure environments and manage multiple priorities effectively.
• Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships across functions.
• Organizational leadership and influence without authority, with a talent for inspiring and motivating designers and engineers.
• A deep focus on delivering a great customer and agent experience, with a passion for driving innovation and improvement.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Experience working on global products and enterprise platforms, with a understanding of the complexities and challenges involved.
• A strong technical background, with familiarity with data pipelines, APIs, and integrations.
• Experience with agile development methodologies and a willingness to adapt to changing priorities and requirements.

Skills and Competencies

To excel in this role, you will need to possess:

• Strong product management skills, with the ability to develop and execute a product vision and strategy.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions.
• A customer-obsessed mindset, with a deep understanding of customer needs and preferences.
• A strong ability to adapt and learn, with a willingness to take on new challenges and responsibilities.

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 access to a range of learning and development opportunities, including:

• Training and development programs, designed to enhance your product management skills and knowledge.
• Mentorship and coaching, from experienced product leaders and industry experts.
• Opportunities to work on high-impact projects, with the potential to drive significant business outcomes.
• A collaborative and dynamic work environment, with a culture that values innovation, creativity, and experimentation.

Work Environment and Company Culture

blithequark is a unique and dynamic company, with a culture that values:

• Innovation and creativity, with a willingness to take risks and experiment with new ideas.
• Collaboration and teamwork, with a focus on building strong relationships and partnerships.
• Customer obsession, with a deep understanding of customer needs and preferences.
• Diversity and inclusion, with a commitment to building a diverse and inclusive workplace.

Compensation, Perks, and Benefits

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

• A 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, stock option program, and more.
• Flexible time off and paid leave of absence programs, designed to support your work-life balance and well-being.
• Opportunities for professional growth and development, with a focus on building your skills and knowledge.

Conclusion

If you are a motivated and experienced Product Manager, with a passion for driving innovation and improvement, we encourage you to apply for this exciting opportunity. As a key player in our CS Technology team, you will have the chance to make a significant impact on our customer and agent experience, and contribute to the growth and success of blithequark. Don't miss out on this opportunity to join a dynamic and innovative company, and take your career to the next level.