Introduction to blithequark
blithequark is one of the world's leading entertainment services, offering a vast array of TV series, films, and games to over 278 million paid memberships in more than 190 countries. Our members enjoy the freedom to play, pause, and resume watching their favorite content anytime, anywhere, and can change their plans at any time. At blithequark, we pride ourselves on entertaining the world with our exciting content and cutting-edge technology. As a leader in the entertainment industry, we are committed to providing a unique and innovative experience for our customers.
About the Role
We are seeking an experienced Investigations & Response Manager, Customer Trust & Privacy to join our Customer Service team. As a strategic leader, you will play a crucial role in ensuring our Customer Service is always ready, informed, and aligned with our innovative product launches. This role focuses on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy. You will work closely with product teams to integrate customer feedback and lead initiatives to ensure CS readiness. If you are passionate about privacy, product innovation, and customer service, and you thrive in a fast-paced, collaborative environment, we want to hear from you!
Key Responsibilities
- I&R Privacy Pod Oversight: Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components. Ensure the team operates efficiently and meets its objectives through strategic planning and effective leadership.
- Privacy Operations Alignment: Collaborate with Privacy Operations to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions.
- Strategic Collaboration: Partner closely with Product & Engineering teams to ensure Customer Service (CS) is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy. Use strategic thinking to anticipate potential challenges and opportunities.
- CS Insights & Product Innovation: Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions. Leverage strategic thinking to identify trends and areas for improvement, particularly in areas of Customer Trust, Account Security, Payments Fraud, and Privacy.
- Stakeholder Management: Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication. Apply strategic thought to manage and balance stakeholder interests.
- CS Advocacy: Be the voice of Customer Service, ensuring their needs and feedback are represented in product discussions and decisions. Use strategic insights to influence product direction, especially in enhancing customer trust and security.
- Agent Readiness: Create and manage content for Knowledge Base (KB), Help Center (HC), News Posts, and Notifications to ensure CS agents are fully prepared and informed. Strategically plan content to address potential issues and questions.
- CS Collaboration: Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives. Use strategic planning to enhance cross-functional teamwork.
- Forecast Input: Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches. Utilize strategic thinking to predict future needs and trends.
- Impact Analysis: Conduct impact analysis to understand the effects of product changes on CS operations and customer experience. Apply strategic insights to mitigate negative impacts and enhance positive outcomes.
- Project Management: Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution. Use strategic planning to ensure projects are aligned with broader company goals.
Essential Qualifications
To be successful in this role, you will need:
- Proven experience in program management, especially within product and customer service environments.
- 5+ years of experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries.
- Strong understanding of privacy regulations and customer privacy concerns.
- Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering.
- Proven track record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business to successfully advocate for a team.
- Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
- Ability to fully operate autonomously and navigate organizational ambiguity while expanding the team knowledge base and footprint across undiscovered areas and on top of already established clear-cut priorities.
- Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends.
- Superior organizational skills, extraordinary attention to detail, and a ‘challenge-the-status-quo’ / ‘go outside of the comfort zone’ mindset that processes can always be improved.
- Self-starter and fast learner who can work independently while using impeccable judgment.
- Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines.
- Receptive to and able to appropriately give & incorporate real-time feedback.
- Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context.
- Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.
Preferred Qualifications
While not essential, the following qualifications are preferred:
- Experience working in a remote or distributed team environment.
- Familiarity with agile development methodologies and project management tools.
- Knowledge of data analysis and visualization tools, such as Tableau or Power BI.
- Experience with customer service software, such as Salesforce or Freshdesk.
- Certifications in project management, such as PMP or Agile.
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As an Investigations & Response Manager, Customer Trust & Privacy, you will have the opportunity to:
- Develop your leadership skills and experience, with the potential to move into more senior roles.
- Expand your knowledge of customer service, product innovation, and privacy regulations.
- Work with a talented and diverse team of professionals who are passionate about delivering exceptional customer experiences.
- Participate in training and development programs, such as leadership development, project management, and data analysis.
- Contribute to the development of new products and services, and see the impact of your work on our customers.
Work Environment and Company Culture
At blithequark, we pride ourselves on our unique and innovative company culture. As an employee, you can expect:
- A dynamic and fast-paced work environment that is always changing and evolving.
- A collaborative and supportive team environment, with a focus on open communication and transparency.
- A culture that values innovation, creativity, and experimentation, and encourages employees to think outside the box and try new things.
- A commitment to diversity, equity, and inclusion, and a workplace that is welcoming and inclusive to all employees.
- A range of benefits and perks, including comprehensive health insurance, retirement savings, and paid time off.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package that includes:
- A salary range of $100,000 - $350,000 per year, depending on experience and qualifications.
- A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
- A range of perks, including flexible work arrangements, professional development opportunities, and access to the latest technology and tools.
- A stock option program that allows employees to share in the company's success.
Conclusion
If you are a motivated and experienced professional who is passionate about customer service, product innovation, and privacy, we encourage you to apply for this exciting opportunity. As an Investigations & Response Manager, Customer Trust & Privacy at blithequark, you will have the chance to make a real impact on our customers and our business, and to develop your skills and experience in a dynamic and fast-paced environment. Don't miss out on this opportunity to join our team and contribute to the success of blithequark. Apply now!
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