Experienced Product Manager, Customer Service – Leading Cross-Functional Teams in Innovative Contact Center Platform Development for Enhanced Customer Experience at blithequark

Introduction to blithequark and the Industry With over 200 million individuals worldwide enjoying blithequark, the company has become a household name, synonymous with exceptional entertainment and customer service. As a leader in the private industry, blithequark is committed to providing an unparalleled customer experience, ensuring that every interaction with the brand is seamless and enjoyable. The customer service team plays a vital role in achieving this goal, and the CS Innovation group is at the forefront of this effort, responsible for developing and implementing cutting-edge tools and technologies to support the customer service operation. About the Job The CS Innovation group at blithequark is seeking an experienced Product Manager to lead the development and improvement of the contact center platform, enhancing the experience for both customers and support specialists. As a Product Manager, you will be responsible for driving cross-functional teams, collaborating with design, engineering, operations, and data engineering groups, as well as third-party solution providers, to deliver a best-in-class platform experience that enables the customer service team to provide exceptional customer support. Key Responsibilities Provide product management leadership to the contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with internal tools through close collaboration with third-party solution providers. Assist in defining strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating, and creating a roadmap. Partner with every CS functional team to better understand their vision and challenges and deliver the most effective solutions together. Manage integrations and adoption of product features through close collaboration with engineering and data scientist teams, as well as third-party solution providers and consulting firms. Understand differences in support expectations in various regions around the world and design the experience accordingly. Grow product management responsibility to other tools as business needs arise. Embody the unique blithequark culture. Essential Qualifications To be successful in this role, you will need: 3+ years of experience in product management for customer or internal-facing products. Ability to make tough decisions informed by both data and judgment. Deep focus on delivering an exceptional customer and specialist experience. Proven track record of implementing projects that quantifiably improved customer and specialist experiences. Organizational leadership and influence without authority. Excellent written and verbal communication skills: great memos and presentations, ability to build trust and create collaborative relationships cross-functionally is critical. Ability to inspire, motivate, and lead engineers and designers. Preferred Qualifications While not required, the following qualifications are preferred: Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house built. Related experience focusing on Customer Service. Experience working on global products is also beneficial. Skills and Competencies To excel in this role, you will need to possess: Strong product management skills, with the ability to drive cross-functional teams and collaborate with various stakeholders. Excellent communication and interpersonal skills, with the ability to build trust and create collaborative relationships. Strong analytical and problem-solving skills, with the ability to make data-driven decisions. Ability to work in a fast-paced environment, with multiple priorities and deadlines. Strong leadership and influencing skills, with the ability to motivate and inspire teams. 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 high-impact projects that drive business results and improve customer experience. Collaborate with cross-functional teams, including design, engineering, and operations. Develop and implement new technologies and tools to support the customer service operation. Participate in training and development programs to enhance your skills and knowledge. Receive feedback and coaching from experienced leaders and mentors. Work Environment and Company Culture At blithequark, we pride ourselves on our unique and dynamic company culture. As a Product Manager, you will be part of a team that values: Innovation and creativity, with a focus on delivering exceptional customer experiences. Collaboration and teamwork, with a emphasis on cross-functional partnerships. Continuous learning and growth, with opportunities for professional development and advancement. Diversity and inclusion, with a commitment to creating a welcoming and inclusive work environment. Fun and camaraderie, with regular social events and activities. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, including: A salary of $27 per hour. Comprehensive benefits, including medical, dental, and vision insurance. 401(k) matching and retirement savings plans. Generous paid time off and holiday policies. Access to cutting-edge technologies and tools. Opportunities for professional growth and advancement. Conclusion If you are a motivated and experienced Product Manager, passionate about delivering exceptional customer experiences and driving business results, we encourage you to apply for this exciting opportunity at blithequark. As a member of our team, you will have the chance to work on high-impact projects, collaborate with cross-functional teams, and develop and implement new technologies and tools to support the customer service operation. Don't miss out on this opportunity to join a dynamic and innovative company that values creativity, collaboration, and continuous learning. Apply now to become a part of the blithequark team and help us shape the future of customer service! Apply for this job