Experienced Product Manager for Customer Service Technology and Innovation – Leading Cross-Functional Teams in Delivering Exceptional Customer Experiences

Introduction to blithequark

At blithequark, we pride ourselves on being a leader in the entertainment industry, with over 200 million members worldwide enjoying our services. Our mission is to provide an unparalleled customer experience, ensuring that every interaction with our brand is seamless and enjoyable. To achieve this, we have a dedicated Customer Service (CS) team that is always ready to assist our members when they need help. The CS Technology team, part of the Customer Service organization, plays a vital role in ensuring that the right tools and technologies are in place to support the operation, growth, and scalability of our Customer Service business.

About the Role

We are seeking an experienced Product Manager to lead and manage innovation in improving our members' and support agents' experience with our contact center platform. As a Product Manager at blithequark, you will be responsible for shaping the future of our contact center platform through the adoption of third-party solutions and creating and executing a long-term strategy and prioritized roadmap. You will be the key player in delivering a best-in-class platform experience that enables our Customer Service team to provide a great customer experience when contacting blithequark CS.

Key Responsibilities

• Provide product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our third-party solution providers.
• Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
• Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
• Manage integrations and adoption of product features through close collaboration with our engineering and data scientist teams as well as third-party solution providers and/or consulting firms.
• Understand differences in support expectations in different regions around the world and tailor the experience accordingly.
• Expand product management responsibility to other tools as business needs present.
• Embody the unique blithequark culture and values.

What We're Looking For

To be successful in this role, you should have:

• 5+ years of experience in product management for consumer or internal-facing products.
• Prior experience focusing on Customer Service contact centers is a must.
• Prior experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS, whether 3rd party or in-house build, is a must.
• Ability to make tough decisions informed by both data and judgment.
• Deep focus on delivering a great customer and agent experience.
• Demonstrated record of executing projects that measurably improved customer and agent experiences.
• Organizational leadership and influence without authority.
• Outstanding written and verbal communication skills: great memos and presentations, an ability to build trust and create collaborative partnerships cross-functionally is extremely important.
• Ability to inspire, motivate, and lead designers and engineers.
• Experience working on global products is also beneficial.

Essential Skills and Competencies

In addition to the above requirements, you should possess:

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong project management skills, with the ability to prioritize and manage multiple projects simultaneously.
• Experience with agile development methodologies.
• Strong understanding of customer experience principles and practices.

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 the opportunity to work on complex and challenging projects, develop your skills and expertise, and contribute to the success of our company. You will also have access to a wide range of training and development programs, including mentorship, coaching, and formal training courses.

Work Environment and Company Culture

blithequark is a unique and dynamic company that values innovation, creativity, and collaboration. Our company culture is built on a foundation of respect, trust, and open communication. We believe in empowering our employees to take ownership of their work and to make decisions that align with our company values and mission. We also believe in having fun and enjoying the journey, and we offer a range of perks and benefits to support our employees' well-being and happiness.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes a salary range of $220,000 - $380,000, depending on experience and location. We also offer a range of perks and benefits, including health insurance, retirement savings, and paid time off. Our compensation philosophy is based on market indicators, and we consider a wide range of factors to determine your personal top of market.

Diversity and Inclusion

blithequark is an equal opportunity employer and celebrates diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Conclusion

If you are a motivated and experienced Product Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Product Manager for Customer Service Technology and Innovation, you will have the chance to make a real impact on our customers' lives and to contribute to the success of our company. Don't miss out on this opportunity to join our dynamic team and to be a part of our mission to provide an unparalleled customer experience.