Experienced Product Manager for Customer Service - Contact Center Platform Innovation at blithequark

Transforming Customer Experience through Innovative Contact Center Solutions

At blithequark, we're on a mission to revolutionize the way people enjoy their favorite shows, movies, and games. With over 200 million members worldwide, we're committed to ensuring that nothing comes between them and their entertainment. Our Customer Service (CS) team plays a vital role in making this happen, providing assistance to members when they need it most. As a key player in the CS Technology team, you're invited to join us as a Product Manager, Customer Service, and help shape the future of our contact center platform.

About the Role

As a Product Manager at blithequark, you'll be responsible for leading innovation in our contact center platform, working closely with cross-functional teams, including design, engineering, operations, and data engineering, as well as third-party solution providers. Your mission will be to deliver a best-in-class platform experience that enables our Customer Service team to provide exceptional customer experiences. You'll be the driving force behind the adoption of third-party solutions, creating and executing the long-term strategy, and prioritizing the roadmap.

Key Responsibilities

• Provide product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with internal tools.
• Collaborate with CS functional teams to understand their vision and challenges, delivering tailored solutions that meet their needs.
• Manage integrations and adoption of product features through close collaboration with engineering, data scientist teams, and third-party solution providers.
• Understand regional differences in support expectations and tailor the experience accordingly.
• Expand product management responsibility to other tools as business needs arise.
• Embody the unique blithequark culture, driving innovation and excellence in everything you do.

What We're Looking For

To succeed in this role, you'll need:

• 5+ years of experience in product management for consumer or internal-facing products.
• Prior experience focusing on Customer Service contact centers, with a deep understanding of the complexities involved.
• Experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS, whether third-party or in-house built.
• The ability to make informed, data-driven decisions, balancing judgment and analysis.
• A deep focus on delivering great customer and agent experiences, with a proven track record of executing projects that measurably improved these experiences.
• Outstanding organizational leadership and influence skills, with the ability to inspire and motivate cross-functional teams without authority.
• Exceptional written and verbal communication skills, with the ability to build trust and create collaborative partnerships.
• Experience working on global products is a plus, with an understanding of regional nuances and differences.

Career Growth and Learning Opportunities

At blithequark, we're committed to helping you grow and develop your skills. As a Product Manager, you'll have the opportunity to:

• Lead cross-functional teams, driving innovation and excellence in our contact center platform.
• Develop and execute long-term strategies, prioritizing roadmaps and delivering results.
• Collaborate with global teams, understanding regional differences and tailoring experiences accordingly.
• Stay at the forefront of industry trends and technologies, driving adoption and innovation.

Work Environment and Culture

At blithequark, we pride ourselves on our unique culture, which values diversity, inclusion, and creativity. As a remote team member, you'll be part of a global community that shares our passion for innovation and customer satisfaction. We offer:

• A flexible, remote work environment that allows you to work from anywhere.
• A collaborative, inclusive culture that values diverse perspectives and backgrounds.
• Opportunities for growth and development, with a focus on continuous learning.

Compensation and Benefits

At blithequark, we carefully consider a wide range of compensation factors to determine your personal top of market. Our compensation philosophy is centered around total compensation, which includes a competitive salary, benefits, and perks. The overall market range for this role is typically $220,000 - $380,000, depending on your location, skills, and experience.

Join Our Team

If you're a motivated, customer-focused Product Manager with a passion for innovation, we want to hear from you. Join our team at blithequark and help shape the future of our contact center platform. Apply now and become part of our mission to revolutionize the entertainment industry.

We're an equal opportunity employer, celebrating diversity and promoting inclusion. 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.