Experienced Full Stack Product Manager – Customer Service and Member Management Platform Development

At blithequark, we're revolutionizing the way people enjoy entertainment, and we're looking for a talented Product Manager to join our Customer Service team. As a key player in shaping the future of our member management enterprise platform, you'll have the opportunity to make a significant impact on our customer and agent experience.

About blithequark

blithequark is one of the world's leading entertainment services, with 278 million paid memberships in over 190 countries. Our members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. We're committed to providing an exceptional experience for our members, and our Customer Service team is dedicated to ensuring that nothing gets between our members and their favorite shows, movies, and games.

The Role

As a Product Manager on our Customer Service team, you'll be responsible for leading and managing innovation to improve our members' and support agents' experience with our member management platform. You'll partner with design, engineering, operations, insights, and analytics teams across the Product and Customer Service organization, as well as third-party solution providers, to deliver the best-in-class enterprise platform experience.

Responsibilities

* Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.

• 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 the development and delivery of product features through close collaboration with our engineering and data scientist teams, as well as third-party solution partners and/or consulting firms.
• Understand differences in support expectations in different regions around the world and tailor the experience accordingly, including nuanced differences among Netflix's different services/products, such as Streaming, Games, Live Experiences, Ads, etc.
• Expand product management responsibility to other tools as business needs present.
• Embody the unique blithequark culture.

What We're Looking For

* 5+ years of experience in product management for consumer or internal-facing products is a must.

• A deep understanding of Customer Service business and contact center business is a must.
• Prior experience working with member management products, whether third-party or in-house build, is a must.
• Quick learner and the ability to work in a fast-paced global environment.
• Exceptional multitasking abilities who thrive in high-pressure environments and can effectively manage multiple priorities.
• Outstanding written and verbal communication skills: great memos and presentations, and an ability to build trust and create collaborative partnerships cross-functionally are extremely important.
• Organizational leadership and influence without authority.
• Ability to make tough but informed decisions with both data and judgment.
• Ability to inspire, motivate, and lead designers and engineers.
• Demonstrated record of executing projects that measurably improved customer and agent experiences.
• Deep focus on delivering a great customer and agent experience.
• Experience working on global products and enterprise platforms is also beneficial.

Compensation and Benefits

Our compensation structure consists solely of an annual salary, with a range of $160,000 - $390,000. You choose each year how much of your compensation you want in salary versus stock options. We also offer comprehensive benefits, including:

• Health Plans
• Mental Health support
• 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Paid leave of absence programs
• Flexible time off

Work Environment and Culture

At blithequark, we're committed to creating a unique culture and environment that fosters innovation, creativity, and collaboration. We're an equal-opportunity employer and celebrate 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.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a proven track record of executing projects that measurably improved customer and agent experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website.

Equal Employment Opportunity

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.

Job Type

Full-time

Location

Remote

Job Category

Product Management

Experience

5+ years

Education

Bachelor's degree in Computer Science, Business Administration, or related field

Skills

Product management, customer service, member management, product development, project management, leadership, communication, collaboration, diversity and inclusion, equal employment opportunity. Apply for this job