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. As a pioneer in the entertainment industry, blithequark is committed to delivering exceptional customer experiences, ensuring that nothing stands between our members and their favorite shows, movies, and games. About the Role The Customer Service (CS) Technology team at blithequark plays a vital role in supporting the operation, growth, and scalability of our Customer Service business. We are seeking an experienced Product Manager to lead and manage innovation, focusing on improving our members' and support agents' experience with our member management platform. As a Product Manager at blithequark, you will be responsible for shaping the future of our enterprise platform, creating and executing long-term strategies, and prioritizing roadmaps. Key Responsibilities Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions. Define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap. Partner with each CS functional team to understand their vision and challenges, delivering the best possible solutions together. Manage 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. Understand differences in support expectations across various regions and tailor the experience accordingly, considering nuanced differences among blithequark's services and products. Expand product management responsibility to other tools as business needs arise. Embody the unique blithequark culture, fostering a collaborative and innovative environment. Essential Qualifications To succeed as a Product Manager at blithequark, you should possess: 5+ years of experience in product management for consumer or internal-facing products. A deep understanding of the Customer Service business and contact center business. Prior experience working with member management products, whether third-party or in-house built. Quick learning abilities and the capacity to work in a fast-paced global environment. Exceptional multitasking skills, thriving in high-pressure environments and effectively managing multiple priorities. Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships cross-functionally. Preferred Qualifications While not required, the following qualifications are highly desirable: Organizational leadership and influence without authority. Ability to make tough but informed decisions using both data and judgment. Ability to inspire, motivate, and lead designers and engineers. Demonstrated record of executing projects that measurably improved customer and agent experiences. Deep focus on delivering a great customer and agent experience. Experience working on global products and enterprise platforms. Skills and Competencies To excel in this role, you should possess: Strategic thinking : Ability to develop and execute long-term strategies, prioritizing roadmaps and managing multiple projects simultaneously. Collaboration and communication : Excellent written and verbal communication skills, with the ability to build trust and create collaborative partnerships cross-functionally. Problem-solving and analysis : Ability to analyze complex problems, identify dependencies, and mitigate risks and impediments. Leadership and influence : Ability to inspire, motivate, and lead designers and engineers, with organizational leadership and influence without authority. 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: Mentorship and coaching : Guidance from experienced professionals to help you develop your skills and expertise. Training and development programs : Opportunities to enhance your knowledge and skills, staying up-to-date with industry trends and best practices. Cross-functional collaboration : Chance to work with various teams, including design, engineering, operations, insights, and analytics, broadening your understanding of the business and developing a more holistic approach to product management. Work Environment and Company Culture blithequark is a unique and dynamic work environment, characterized by: Innovation and creativity : A culture that encourages experimentation, innovation, and creativity, with a focus on delivering exceptional customer experiences. Collaboration and teamwork : A collaborative and inclusive environment, where employees are encouraged to share ideas, feedback, and perspectives. Diversity and inclusion : A commitment to diversity and inclusion, recognizing that diverse perspectives and backgrounds build stronger teams. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation structure, consisting of an annual salary, with the option to choose between salary and stock options. Our benefits package includes: Comprehensive health plans : Access to mental health support, health savings, and flexible spending accounts. 401(k) Retirement Plan : Employer-matched retirement plan, helping you plan for your future. Stock Option Program : Opportunity to participate in our stock option program, aligning your interests with the company's success. Family-forming benefits : Support for employees building their families, including adoption assistance and parental leave. Paid time off : Generous paid time off policy, allowing you to recharge and pursue your passions. Conclusion If you are a motivated and experienced Product Manager, passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at blithequark. Join our team of innovative and collaborative professionals, and contribute to shaping the future of our member management platform. Apply now and take the first step towards an exciting and rewarding career at blithequark! Apply for this job