**Investigations & Response Manager, Customer Trust & Privacy – Driving Excellence in Customer Experience at blithequark**

At blithequark, we're revolutionizing the way people enjoy entertainment, and we're looking for a talented Investigations & Response Manager, Customer Trust & Privacy to join our team. As a key member of our Customer Service organization, you'll play a crucial role in ensuring our customers have a seamless and secure experience with our innovative products and services. **About blithequark** blithequark is a global entertainment leader, with 278 million paid memberships in over 190 countries. We're passionate about delivering exceptional content and experiences that captivate audiences worldwide. Our commitment to innovation, quality, and customer satisfaction drives everything we do, and we're looking for like-minded individuals to join our team. **The Role** As the Investigations & Response Manager, Customer Trust & Privacy, you'll be responsible for leading a team dedicated to handling customer inquiries related to privacy, ensuring strategic alignment with our Privacy Operations team, and delivering critical insights to inform our product development and innovation strategies. You'll work closely with our Product & Engineering teams to ensure our Customer Service organization is always ready and informed about our latest product launches and updates. **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 our Privacy Operations team to ensure that operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions. * **Strategic Collaboration**: Partner closely with our Product & Engineering teams to ensure our Customer Service organization is prepared and equipped to support new product launches and updates, with a focus on Customer Trust, Account Security, Payments Fraud, and Privacy. * **CS Insights & Product Innovation**: Deliver actionable insights from our Customer Service organization to our 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 our Product, Engineering, and Customer Service teams to ensure alignment and effective communication. Apply strategic thought to manage and balance stakeholder interests. * **CS Advocacy**: Be the voice of our Customer Service organization, 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 our Knowledge Base, Help Center, News Posts, and Notifications to ensure our Customer Service agents are fully prepared and informed. Strategically plan content to address potential issues and questions. * **CS Collaboration**: Facilitate collaboration between our Customer Service organization 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 our Customer Service organization's 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 our Customer Service organization's 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 our broader company goals. **Qualifications** * **Proven Experience**: Proven experience in program management, especially within product and customer service environments. * **Leadership Skills**: 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**: Strong understanding of privacy regulations and customer privacy concerns. * **Market Knowledge**: Specific market knowledge and expertise with liaising at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering. * **Stakeholder Management**: 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. * **Analytical Skills**: Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends. * **Organizational Skills**: 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**: Self-starter and fast learner who can work independently while using impeccable judgment. * **Adaptability**: 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. * **Communication Skills**: Receptive to and able to appropriately give & incorporate real-time feedback. * **Situational Awareness**: Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context. * **Technical Skills**: Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software. **What We Offer** * **Competitive Compensation**: Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100,000 - $350,000. * **Comprehensive Benefits**: Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. * **Paid Leave**: Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. * **Unique Culture**: Netflix is a unique culture and environment. Learn more about our culture and benefits here. **Why Join blithequark?** * **Diversity and Inclusion**: 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. * **Career Growth**: This role offers opportunities for professional growth and the chance to make a significant impact on improving customer trust and security. * **Collaborative Environment**: You'll work closely with our Product & Engineering teams to ensure our Customer Service organization is always ready and informed about our latest product launches and updates. **How to Apply** If you're passionate about customer service, product innovation, and customer trust, and you thrive in a fast-paced, collaborative environment, we want to hear from you! Apply now to join our team as an Investigations & Response Manager, Customer Trust & Privacy at blithequark. Apply for this job