Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams and Driving Innovation at blithequark

Introduction to blithequark and the Industry

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, anytime and anywhere. As a pioneer in the entertainment industry, blithequark is committed to delivering exceptional customer experiences, ensuring that our members can effortlessly access and enjoy their favorite content without interruptions.

The Customer Service (CS) team at blithequark plays a vital role in achieving this goal, providing timely assistance to members whenever they need help. To support the CS team, the CS Technology team is responsible for developing and maintaining the necessary tools and technologies, ensuring seamless operations, growth, and scalability. We are now seeking an experienced Product Manager to lead the innovation and improvement of our member management platform, enhancing both our members' and support agents' experiences.

The Role and Responsibilities

In this critical role, you will be responsible for leading and managing the development of our member management platform, collaborating with cross-functional teams, including design, engineering, operations, insights, and analytics, as well as third-party solution providers. Your primary objective will be to deliver a best-in-class enterprise platform experience, enabling our customer service team to provide exceptional support to our members.

Your key responsibilities will include:

• Providing product management leadership for our member management platform, encompassing features, capabilities, data pipelines, APIs, and integrations with third-party solutions
• Defining strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks, and creating a roadmap for the platform's development and growth
• Partnering with each CS functional team to understand their vision, challenges, and needs, and delivering tailored solutions to address these requirements
• Managing the development and delivery of product features through close collaboration with engineering and data scientist teams, as well as third-party solution partners and consulting firms
• Understanding regional differences in support expectations and adapting the platform to cater to these nuances, including variations among blithequark's different services and products, such as Streaming, Games, Live Experiences, and Ads
• Expanding product management responsibilities to other tools as business needs arise, ensuring seamless integration and optimal performance
• Embodying the unique blithequark culture, fostering a collaborative and innovative environment that drives exceptional customer experiences

Essential and Preferred Qualifications

To excel in this role, you will need to possess the following essential qualifications:

• 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 successful projects that improved customer and agent experiences
• Quick learning abilities, with the capacity to thrive in a fast-paced global environment and effectively manage multiple priorities
• Exceptional multitasking skills, with the ability to work under pressure and maintain a high level of performance
• Outstanding written and verbal communication skills, with the ability to build trust, create collaborative partnerships, and inspire cross-functional teams
• Organizational leadership and influence without authority, with the ability to make informed decisions using both data and judgment

Preferred qualifications include experience working on global products and enterprise platforms, as well as a deep focus on delivering exceptional customer and agent experiences.

Skills and Competencies

To succeed in this role, you will need to possess a unique blend of skills and competencies, including:

• Strong product management skills, with the ability to lead cross-functional teams and drive innovation
• Excellent communication and collaboration skills, with the ability to build trust and foster partnerships across the organization
• Strong analytical and problem-solving skills, with the ability to make informed decisions using data and judgment
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong leadership and influence skills, with the ability to inspire and motivate cross-functional teams

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to providing our employees with opportunities for growth and development, helping them to achieve their full potential and advance their careers. As a Product Manager, you will have access to a range of learning benefits, including:

• Professional development opportunities, with training and mentorship programs to help you enhance your skills and knowledge
• Cross-functional collaboration, with the opportunity to work with diverse teams and gain a deeper understanding of the organization
• Innovation and experimentation, with the freedom to try new approaches and develop creative solutions
• Recognition and rewards, with a competitive compensation package and benefits that recognize your contributions to the organization

Work Environment and Company Culture

At blithequark, we pride ourselves on our unique and dynamic company culture, which is built on the principles of innovation, collaboration, and exceptional customer experiences. Our work environment is fast-paced and challenging, but also rewarding and supportive, with a strong focus on teamwork and mutual respect. As a Product Manager, you will be part of a talented and dedicated team, working together to drive innovation and deliver exceptional results.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits that recognize your contributions to the organization. Our compensation structure consists solely of an annual salary, with the option to choose how much of your compensation you want in salary versus stock options. The range for this role is $160,000 - $390,000. We also offer a comprehensive benefits package, including:

• Health Plans, with a range of options to suit your needs
• Mental Health support, with access to counseling and wellness programs
• 401(k) Retirement Plan, with employer match and a range of investment options
• Stock Option Program, with the opportunity to own a part of the company
• Disability Programs, with protection and support in case of illness or injury
• Health Savings and Flexible Spending Accounts, with tax-advantaged savings options
• Family-forming benefits, with support for adoption, surrogacy, and fertility treatments
• Life and Serious Injury Benefits, with protection and support in case of unexpected events
• Paid leave of absence programs, with time off for vacation, holidays, and sick leave

Conclusion and Call to Action

If you are a motivated and experienced Product Manager, with a passion for innovation and customer experience, we encourage you to apply for this exciting opportunity at blithequark. As a key member of our team, you will have the chance to make a real impact on our members' lives, driving growth and success for the organization. With a competitive compensation package, comprehensive benefits, and a unique company culture, this is an opportunity not to be missed. Apply now to join our team and help shape the future of entertainment at blithequark.