**Experienced Product Manager, Customer Service – Innovation and Scalability in Contact Center Platform Development**

Are you a seasoned product management professional with a passion for delivering exceptional customer experiences? Do you have a knack for leading cross-functional teams and driving innovation in contact center platforms? If so, we invite you to join blithequark's Customer Service Technology team as an Experienced Product Manager, Customer Service. In this pivotal role, you will play a key part in shaping the future of our contact center platform, ensuring seamless interactions between our members and support agents. **About blithequark** blithequark is a global leader in entertainment, with over 200 million members worldwide. Our mission is to provide the best possible experience for our members, and our Customer Service team is dedicated to making that happen. With a focus on innovation and scalability, we're constantly looking for ways to improve our contact center platform and deliver exceptional customer experiences. **The Role** As an Experienced Product Manager, Customer Service, you will be responsible for leading and managing innovation in improving our members' and support agents' experience with our contact center platform. You will partner with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver the best-in-class platform experience. Your key responsibilities will include: ### Key Responsibilities * Provide product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools. * 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 integrations and adoption of product features through close collaboration with our engineering and data scientist teams, as well as third-party solution providers and/or consulting firms. * Understand differences in support expectations in different regions around the world and tailor experience accordingly. * 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. * Prior experience focusing on Customer Service contact centers is a must. * Prior experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS, whether 3rd party or in-house build, is a must. * Ability to make tough decisions informed by both data and judgment. * Deep focus on delivering a great customer and agent experience. * Demonstrated record of executing projects that measurably improved customer and agent experiences. * Organizational leadership and influence without authority. * Outstanding written and verbal communication skills: great memos and presentations, an ability to build trust and create collaborative partnerships cross-functionally is extremely important. * Ability to inspire, motivate, and lead designers and engineers. * Experience working on global products is also beneficial. ### What We Offer * A competitive total compensation package, with a market range of $220,000 - $380,000, based on your specific job, skills, and experience. * A unique and dynamic work environment that values innovation, creativity, and collaboration. * Opportunities for career growth and professional development in a rapidly evolving industry. * A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming and inclusive for all employees. ### Why Join blithequark? * We're a global leader in entertainment, with a passion for delivering exceptional customer experiences. * We're committed to innovation and scalability, with a focus on using technology to drive business growth. * We value diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming and inclusive for all employees. * We offer a competitive total compensation package, with a market range of $220,000 - $380,000, based on your specific job, skills, and experience. ### How to Apply If you're a seasoned product management professional with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply Now! Apply for this job