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

At blithequark, we're on a mission to revolutionize the way people enjoy entertainment. With over 278 million paid memberships in over 190 countries, we're committed to providing an unparalleled experience for our members. As a key member of our Customer Service organization, you'll play a vital role in shaping the future of our member management enterprise platform, ensuring that our customers receive the best possible support, and our support agents have the tools they need to excel. The Role We're looking for an experienced product manager to lead and manage innovation in our member management platform. As a product manager, you'll be responsible for partnering with design, engineering, operations, insights, and analytics teams across the Product and Customer Service organization, as well as third-party solution providers, to deliver a world-class enterprise platform experience. Your primary goal will be to create and execute a long-term strategy and prioritized roadmap that enables our customer service team to provide exceptional customer experiences. Responsibilities As a product manager on our team, you'll be responsible for: * Providing product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions. * Helping define strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and impediments, communicating, and creating a roadmap. * Partnering with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together. * Managing 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. * Understanding differences in support expectations in different regions around the world and tailoring the experience accordingly, including nuanced differences among Netflix's different services/products, such as Streaming, Games, Live Experiences, Ads, etc. * Expanding product management responsibility to other tools as business needs present. * Embodying the unique blithequark culture. What We're Looking For We're seeking a highly skilled and experienced product manager who can lead and manage innovation in our member management platform. The ideal candidate will have: * 5+ years of experience in product management for consumer or internal-facing products. * A deep understanding of Customer Service business and contact center business. * Prior experience working with member management products, whether third-party or in-house build. * Quick learning 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. * 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. What We Offer At blithequark, we offer a comprehensive compensation structure that includes an annual salary, with the option to choose how much of your compensation you want in salary versus stock options. Our compensation range for this role is $160,000 - $390,000. We also provide a range of 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 Our Culture We're proud of our unique culture and environment at blithequark. 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'd love to hear from you. Please apply through our website, and we'll review your application carefully. Note This job is open for no less than 7 days and will be removed when the position is filled. ```html

Join Our Team

We're looking for an experienced product manager to lead and manage innovation in our member management platform. As a product manager, you'll be responsible for partnering with design, engineering, operations, insights, and analytics teams across the Product and Customer Service organization, as well as third-party solution providers, to deliver a world-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.
• A deep understanding of Customer Service business and contact center business.
• Prior experience working with member management products, whether third-party or in-house build.
• Quick learning 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.
• 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.

What We Offer

• Comprehensive compensation structure that includes an annual salary, with the option to choose how much of your compensation you want in salary versus stock options.
• 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

Our Culture

We're proud of our unique culture and environment at blithequark. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams.

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'd love to hear from you. Please apply through our website, and we'll review your application carefully.

Note

This job is open for no less than 7 days and will be removed when the position is filled.

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