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, 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, anytime and anywhere. As a pioneer in the entertainment industry, blithequark is committed to delivering exceptional customer experiences, ensuring that our members can effortlessly access and enjoy their favorite content without interruption. About the Role We are seeking an experienced Product Manager to join our Customer Service (CS) Technology team, responsible for developing and maintaining the tools and technologies that support our customer service operations. As a Product Manager, you will play a pivotal role in shaping the future of our member management enterprise platform, collaborating with cross-functional teams to deliver innovative solutions that enhance both our members' and support agents' experiences. Key Responsibilities Provide product management leadership for our member management platform, encompassing features, capabilities, data pipelines, APIs, and integrations with third-party solutions. Define strategy, capture requirements, prioritize features, identify dependencies, mitigate risks, and communicate plans to stakeholders, while creating a roadmap for the platform's development. Partner with CS functional teams to understand their vision, challenges, and needs, delivering tailored solutions that meet their requirements and enhance the overall customer experience. Collaborate with engineering, data science, and third-party solution partners to develop and deliver product features, ensuring seamless integration and optimal performance. Develop a deep understanding of regional support expectations and nuances in different markets, adapting the platform to cater to these variations and ensuring a consistent, high-quality experience across all regions. Expand product management responsibilities to other tools and platforms as business needs arise, demonstrating adaptability and a willingness to take on new challenges. Embody the unique blithequark culture, fostering a collaborative, innovative, and customer-centric environment that drives growth and excellence. What We're Looking For To succeed in this role, you will need to possess a combination of skills, experience, and personal qualities that enable you to thrive in a fast-paced, global environment. These include: 5+ years of experience in product management for consumer or internal-facing products, with a deep understanding of customer service and contact center businesses. Prior experience working with member management products, whether third-party or in-house built, and a proven track record of delivering successful projects that improve customer and agent experiences. Exceptional communication, collaboration, and leadership skills, with the ability to build trust, inspire, and motivate cross-functional teams, including designers, engineers, and stakeholders. A quick learner, able to adapt to new technologies, processes, and priorities, with a strong ability to multitask, manage multiple projects, and thrive in high-pressure environments. A deep focus on delivering exceptional customer and agent experiences, with a passion for innovation, creativity, and continuous improvement. Experience working on global products and enterprise platforms, with a understanding of the complexities and challenges associated with scaling and supporting large, distributed systems. Essential Qualifications In addition to the skills and experience outlined above, you will need to demonstrate: A strong understanding of product development methodologies, including Agile, Scrum, and Waterfall, with experience working in iterative, incremental development environments. Excellent problem-solving, analytical, and decision-making skills, with the ability to balance data-driven insights with judgment and intuition. A strong ability to communicate complex technical concepts to non-technical stakeholders, with excellent written and verbal communication skills, including the ability to craft compelling memos, presentations, and reports. A collaborative, customer-centric mindset, with a passion for delivering exceptional experiences that meet the needs of our members and support agents. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to supporting the growth and development of our employees, providing opportunities for learning, skill-building, and career advancement. As a Product Manager, you will have access to: Comprehensive training and development programs, including workshops, conferences, and online courses, to enhance your skills and knowledge in product management, leadership, and technology. Mentorship and coaching from experienced product leaders, with regular feedback, guidance, and support to help you achieve your goals and overcome challenges. Opportunities to work on high-impact projects, collaborating with cross-functional teams to deliver innovative solutions that drive business growth and customer satisfaction. A culture of continuous learning, experimentation, and innovation, with a strong emphasis on creativity, risk-taking, and experimentation. Work Environment and Company Culture At blithequark, we pride ourselves on our unique, collaborative culture, which values diversity, inclusion, and creativity. Our work environment is designed to foster innovation, productivity, and well-being, with features such as: Flexible, open workspaces that encourage collaboration and communication. A comprehensive benefits package, including health plans, mental health support, retirement plans, and stock options. Opportunities for professional growth, learning, and development, with a strong emphasis on mentorship, coaching, and feedback. A culture of recognition, reward, and celebration, with regular events, awards, and acknowledgments to recognize employee achievements and contributions. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of $160,000 - $390,000 per year, depending on experience, skills, and qualifications. Our benefits package includes: Comprehensive health plans, including medical, dental, and vision coverage. Mental health support, including counseling, therapy, and employee assistance programs. Retirement plans, including 401(k) matching and stock options. Flexible time off, including vacation, holidays, and sick leave. Family-forming benefits, including parental leave, adoption assistance, and fertility benefits. Life and serious injury benefits, including life insurance, disability insurance, and accidental death and dismemberment insurance. Conclusion If you are a motivated, experienced Product Manager with a passion for innovation, customer experience, and leadership, we encourage you to apply for this exciting opportunity to join the blithequark team. As a Product Manager at blithequark, you will have the chance to make a significant impact on our business, driving growth, innovation, and customer satisfaction, while developing your skills, knowledge, and career. Apply now to join our dynamic, collaborative team and help shape the future of entertainment services. Apply for this job