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 in more than 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 outstanding 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 talented team of professionals who are passionate about delivering exceptional customer experiences and making a significant impact on the entertainment industry.

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, including design, engineering, operations, insights, and analytics.
• 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 and data scientist teams, as well as third-party solution partners and consulting firms.
• Understand regional differences in support expectations and tailor the experience accordingly, taking into account nuances in blithequark's various services and products, such as streaming, games, live experiences, and ads.
• Expand product management responsibility to other tools as business needs arise, demonstrating adaptability and a willingness to take on new challenges.
• Embody the unique blithequark culture, which values innovation, collaboration, and a customer-obsessed approach.

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, is essential.
• Quick learner with the ability to work in a fast-paced global environment, with exceptional multitasking abilities and a talent for managing multiple priorities.
• 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 track record of making tough but informed decisions using both data and judgment.
• Ability to inspire, motivate, and lead designers and engineers, with a demonstrated record of executing projects that measurably improved customer and agent experiences.

Preferred Qualifications

• Experience working on global products and enterprise platforms, with a deep understanding of the challenges and opportunities associated with scaling and growing a business.
• Familiarity with blithequark's unique culture and values, with a passion for delivering exceptional customer experiences and making a significant impact on the entertainment industry.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and develop actionable insights.

Skills and Competencies

• 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 sets and develop actionable insights.
• Ability to work in a fast-paced environment, with a willingness to adapt to changing priorities and deadlines.
• Strong leadership and influencing skills, with the ability to inspire and motivate teams to achieve exceptional results.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop their careers. As a Product Manager, you will have access to a range of training and development opportunities, including mentorship programs, workshops, and conferences. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences and making a significant impact on the entertainment industry.

Work Environment and Company Culture

blithequark is a unique and dynamic company that values innovation, collaboration, and a customer-obsessed approach. Our company culture is built around a set of core values that include a passion for delivering exceptional customer experiences, a willingness to take risks and experiment, and a commitment to continuous learning and improvement. As a Product Manager, you will be part of a talented team of professionals who are dedicated to making a significant impact on the entertainment industry.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package that includes an annual salary, stock options, and a range of benefits, including health plans, mental health support, a 401(k) retirement plan with employer match, and paid leave of absence programs. We also offer flexible time off and a range of other perks and benefits that are designed to support the well-being and success of our employees.

Conclusion

If you are a motivated and experienced Product Manager who is passionate about delivering exceptional customer experiences and making a significant impact on the entertainment industry, we encourage you to apply for this exciting opportunity. As a key player in our CS Technology team, you will have the chance to work with a talented team of professionals who are dedicated to delivering outstanding customer support and making a real difference in the lives of our members. Don't miss out on this opportunity to join blithequark and take your career to the next level.