Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams and Driving Innovation in the Entertainment Industry

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 the CS Technology team, you will be responsible for driving innovation, improving the member and support agent experience, and ensuring the long-term scalability and growth of our Customer Service business. 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 for the platform's development and growth. Partner with cross-functional teams, including design, engineering, operations, insights, and analytics, to deliver best-in-class solutions that meet the needs of our members and support agents. 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 regional differences in support expectations and tailor the experience accordingly, taking into account nuanced differences among blithequark's various services and products. 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 passion for delivering exceptional customer experiences. What We're Looking For To succeed in this role, you will need to possess a combination of skills, experience, and personal qualities that align with blithequark's values and goals. These include: 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 projects that measurably improved customer and agent experiences. Exceptional multitasking abilities, with the capacity to thrive in high-pressure environments and effectively manage multiple priorities. Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships cross-functionally. Organizational leadership and influence without authority, with a demonstrated ability to inspire, motivate, and lead designers and engineers. A deep focus on delivering a great customer and agent experience, with a willingness to make tough but informed decisions using both data and judgment. Skills and Competencies In addition to the above requirements, the ideal candidate will possess a range of skills and competencies that enable them to succeed in this role. These include: Strong technical skills, with experience working with data pipelines, APIs, and integrations. Excellent problem-solving and analytical skills, with the ability to break down complex problems and develop creative solutions. Strong collaboration and communication skills, with experience working with cross-functional teams and stakeholders. A willingness to learn and adapt, with a passion for staying up-to-date with the latest trends and technologies in the industry. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to supporting the growth and development of our employees. As a Product Manager, you will have access to a range of career growth opportunities and learning benefits, including: Professional development programs and training opportunities, designed to help you build new skills and advance your career. Mentorship and coaching from experienced leaders and professionals in the industry. Opportunities to work on high-impact projects and collaborate with cross-functional teams. A culture that values innovation, creativity, and experimentation, with a willingness to take risks and try new things. Work Environment and Company Culture blithequark is a unique and dynamic work environment that values diversity, inclusion, and creativity. Our company culture is built around a set of core values that include: A passion for delivering exceptional customer experiences. A commitment to innovation and creativity. A willingness to take risks and try new things. A focus on collaboration and teamwork. A dedication to diversity, inclusion, and social responsibility. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package that includes an annual salary, stock options, and a range of benefits and perks. These include: A comprehensive benefits package, including health plans, mental health support, and a 401(k) retirement plan with employer match. A stock option program that allows you to choose how much of your compensation you want in salary versus stock options. Paid leave of absence programs, including vacation, holidays, and sick paid time off. Flexible time off for full-time salaried employees. Family-forming benefits, including parental leave and adoption assistance. 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 key player in our Customer Service team, you will have the chance to make a real impact on our members' experiences and contribute to the growth and success of our business. With a competitive compensation package, a range of benefits and perks, and a unique and dynamic work environment, blithequark is the perfect place to take your career to the next level. Don't miss out on this opportunity to join our team and help shape the future of the entertainment industry. Apply now to become a part of the blithequark family and start your journey towards a rewarding and challenging career. Apply for this job