Experienced Investigations & Response Manager, Customer Trust & Privacy – Leading Cross-Functional Teams and Driving Innovation at Blithequark

About Blithequark and the Role

Blithequark is a pioneering entertainment service with a global presence, boasting 278 million paid memberships across over 190 countries. Our platform offers an extensive library of TV series, films, and games, catering to diverse tastes and languages. As a leader in the entertainment industry, we prioritize innovation, customer satisfaction, and trust. We're seeking an exceptional Investigations & Response Manager, Customer Trust & Privacy, to join our dynamic team and contribute to our mission.

In this critical role, you'll oversee a team dedicated to handling privacy-related inquiries, ensuring strategic alignment with Privacy Operations, and delivering valuable insights to inform strategy, decision-making, and innovation. You'll work closely with product teams to integrate customer feedback and lead initiatives that ensure Customer Service (CS) readiness. If you're a strategic thinker and strong leader with a passion for privacy, product innovation, and customer service, we encourage you to apply.

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. Leverage strategic thinking to identify trends and areas for improvement.
• 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.

Essential Qualifications

• Proven Experience: 5+ years of experience in program management, especially within product and customer service environments.
• Industry Expertise: Experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries.
• Privacy Regulations: Strong understanding of privacy regulations and customer privacy concerns.
• Market Knowledge: Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams.
• Stakeholder Management: Proven track record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business.
• Leadership Experience: Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
• Autonomy and Adaptability: 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.
• Organizational Skills: Superior organizational skills, extraordinary attention to detail, and a ‘challenge-the-status-quo’ / ‘go outside of the comfort zone’ mindset.
• Technical Proficiency: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

Preferred Qualifications

• Strategic Thinking: Experience in strategic planning and decision-making.
• Communication Skills: Excellent written and verbal communication skills.
• Collaboration: Proven ability to collaborate with cross-functional teams.
• Problem-Solving: Strong problem-solving skills with the ability to think creatively.

Career Growth Opportunities and Learning Benefits

At Blithequark, we're committed to the growth and development of our employees. This role offers opportunities for professional growth, leadership development, and the chance to make a significant impact on improving customer trust and security. You'll have access to comprehensive training programs, mentorship opportunities, and a collaborative work environment that encourages innovation and creativity.

Work Environment and Company Culture

Blithequark is a unique and dynamic work environment that values diversity, equity, and inclusion. We celebrate diversity of thought and background, recognizing that it builds stronger teams. Our company culture is centered around innovation, customer satisfaction, and teamwork. We offer a flexible work environment, including remote work options, and a comprehensive benefits package.

Compensation, Perks, and Benefits

Our compensation structure consists of an annual salary, with a range of $100,000 - $350,000 for this role. We also offer a comprehensive benefits package, including:

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

Conclusion

If you're a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity at Blithequark. As an Investigations & Response Manager, Customer Trust & Privacy, you'll play a critical role in ensuring our customers' trust and security. Join our team and contribute to our mission of entertaining the world with innovative content and cutting-edge technology.

Apply Now