Experienced Product Manager, Customer Service – Web & Cloud Application Development at blithequark
Are you a seasoned Product Manager with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where innovation and collaboration are key? Look no further than blithequark, a leading innovator in the entertainment industry. We're seeking an experienced Product Manager, Customer Service to join our team and help shape the future of our contact center platform.
About blithequark
With over 200 million subscribers worldwide, blithequark is a household name that's synonymous with quality entertainment. But behind the scenes, we're a team of passionate professionals dedicated to delivering an exceptional customer experience. Our Customer Service team is at the forefront of this effort, working tirelessly to ensure that our customers receive the support they need to enjoy their favorite shows, movies, and games. As a Product Manager, Customer Service, you'll play a critical role in driving the development of our contact center platform, working closely with cross-functional teams to deliver innovative solutions that meet the evolving needs of our customers.
Job Summary
We're looking for a seasoned Product Manager with a proven track record of delivering successful projects that have improved customer and agent experiences. As a Product Manager, Customer Service, you'll be responsible for leading the development of our contact center platform, working closely with our technical teams to design, build, and deploy new features and enhancements. You'll also collaborate with our Customer Service teams to ensure that our platform meets the needs of our customers and agents, and that we're delivering exceptional experiences across all touchpoints.
Key Responsibilities
* Lead the development of our contact center platform, working closely with our technical teams to design, build, and deploy new features and enhancements
- Collaborate with our Customer Service teams to ensure that our platform meets the needs of our customers and agents
- Develop and maintain product roadmaps, working closely with stakeholders to prioritize features and ensure alignment with business objectives
- Work closely with our data and analytics teams to ensure that our platform is delivering the insights and metrics needed to inform product decisions
- Develop and maintain relationships with our outsource partners and vendors, working closely with them to ensure that our platform is meeting the needs of our customers and agents
- Collaborate with our planning and data specialist teams to ensure that our platform is aligned with business objectives and is delivering the desired outcomes
- Develop and maintain product documentation, working closely with our technical teams to ensure that our platform is well-documented and easy to use
- Embark on a journey of continuous improvement, always looking for ways to improve our platform and deliver exceptional customer experiences
Essential Qualifications
* 3+ years of experience in product management, with a focus on customer service or contact center platforms
- Proven track record of delivering successful projects that have improved customer and agent experiences
- Strong understanding of customer service principles and practices, including CRM, CCaaS, CPaaS, and UCaaS
- Experience working with outsource partners and vendors, with a strong understanding of the complexities of global customer service operations
- Strong analytical and problem-solving skills, with the ability to collect and analyze data to inform product decisions
- Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders across the organization
- Experience working in a fast-paced, dynamic environment, with a strong ability to prioritize tasks and manage multiple projects simultaneously
Preferred Qualifications
* Experience working with cloud-based contact center platforms, including CCaaS, CPaaS, and UCaaS
- Experience working with CRM systems, including Salesforce and other leading CRM platforms
- Experience working with data and analytics tools, including Tableau and other leading data visualization platforms
- Experience working with agile development methodologies, including Scrum and Kanban
- Experience working with DevOps practices, including continuous integration and continuous deployment
- Experience working with cloud-based infrastructure, including AWS and Azure
What We Offer
* Competitive salary and benefits package
- Opportunity to work with a leading innovator in the entertainment industry
- Collaborative and dynamic work environment
- Opportunity to work on cutting-edge projects and technologies
- Professional development and growth opportunities
- Recognition and rewards for outstanding performance
How to Apply
If you're a seasoned Product Manager with a passion for delivering exceptional customer experiences, we want to hear from you. 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 for this job