Experienced Full Stack Product Manager – Social Media Customer Service Innovation and Strategy
Are you a product management expert with a passion for social media and customer service? Do you thrive in fast-paced, ever-evolving environments where innovation and strategy come together to drive customer experience excellence? If so, we're looking for you to join our dynamic team at blithequark as a Senior Product Manager, Social Media Customer Service.
About blithequark
At blithequark, we're committed to delivering exceptional customer experiences across all touchpoints, including social media. Our Social Media Customer Service (SMCS) organization is a global team that monitors and responds to customers and trending issues on social media channels, solves customer problems, escalates trending and systemic issues, and positively engages with customers. With operations in 22 countries and 14 different languages, we're dedicated to providing social media assistance that adds value to our customers' connections with blithequark.
A Day in the Life
As a Senior Product Manager, Social Media Customer Service, you'll be responsible for developing and delivering a roadmap that enables tens-of-thousands of associates around the globe to provide support to millions of customers. You'll work closely with business stakeholders to build a long-term strategy that scales support in alignment with marketing and advertising plans. Your expertise will be essential in supporting process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between the effort to implement and the impact on the customer and associates.
Key Responsibilities
* Develop and deliver a roadmap that enables tens-of-thousands of associates around the globe to provide support to millions of customers
- Work with business stakeholders to build a long-term strategy that scales support in alignment with marketing and advertising plans
- Support process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between the effort to implement and the impact on the customer and associates
- Collate customer and associate research to think differently about the social media opportunity today, and how customers are going to be contacting tomorrow
- Influence a broad range of stakeholders, from other customer service technical teams, to social media stakeholders across blithequark
Essential Qualifications
* 5+ years of end-to-end product delivery experience
- Experience in influencing senior leadership through data-driven insights
- Bachelor's degree or equivalent experience
Preferred Qualifications
* Master's degree or equivalent
- Experience working across functional teams and senior stakeholders
- Experience owning technology products
- Experience owning feature delivery and trade-offs of a product
- Knowledge of customer operations, or social media
Skills and Competencies
* Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
- Ability to influence and collaborate with cross-functional teams
- Experience with product management methodologies and tools
- Strong understanding of social media trends and customer behavior
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to helping our employees grow and develop their careers. As a Senior Product Manager, Social Media Customer Service, you'll have access to a range of learning and development opportunities, including:
- Regular training and development programs
- Mentorship and coaching from experienced product managers
- Opportunities to work on high-impact projects and initiatives
- Collaborative and dynamic work environment
Work Environment and Company Culture
Our team is passionate about delivering exceptional customer experiences and is committed to creating a positive and inclusive work environment. We value diversity, equity, and inclusion and are committed to creating a workplace where everyone feels welcome and valued.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package that includes:
- Competitive base salary
- Equity and sign-on payments
- Medical, dental, and vision coverage
- Maternity and parental leave options
- Paid time off (PTO)
- 401(k) plan
How to Apply
If you're passionate about social media and customer service, and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for this role.
About the Team
Our Social Media Customer Service team is a global team that monitors and responds to customers and trending issues on social media channels, solves customer problems, escalates trending and systemic issues, and positively engages with customers. We operate in 22 countries and 14 different languages, and are committed to providing social media assistance that adds value to our customers' connections with blithequark.
Equal Employment Opportunity
blithequark is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit [insert link].
Total Compensation
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. blithequark is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit [insert link]. Apply for this job