Experienced Investigations and Response Manager for Customer Trust and Privacy – Strategic Leader in Customer Service and Product Innovation at blithequark

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 ensuring that our customer service is always ready, informed, and aligned with our innovative product launches.

The Role of Investigations & Response Manager, Customer Trust & Privacy

We are seeking an experienced Investigations & Response Manager, Customer Trust & Privacy, to play a crucial role in ensuring our Customer Service (CS) team is always prepared and equipped to support new product launches and updates. This role focuses on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy. As a strategic thinker and strong leader, you will work closely with product teams to integrate customer feedback and lead initiatives to ensure CS readiness. You will also manage a team dedicated to handling privacy-related inquiries, ensuring strategic alignment with Privacy Operations, and delivering critical insights from CS to inform strategy, decision-making, and innovation.

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

• 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

• Advanced degree in a related field, such as Business Administration, Computer Science, or Law.
• Certifications in privacy, security, or related fields, such as CIPP, CISM, or CISSP.
• Experience working in a fast-paced, dynamic environment with a strong focus on innovation and customer satisfaction.
• Knowledge of emerging trends and technologies in customer service, privacy, and security.
• Experience with data analysis and visualization tools, such as Tableau or Power BI.
• Strong understanding of customer experience principles and practices.

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 work on high-impact projects, collaborate with cross-functional teams, and develop your skills in areas such as leadership, strategy, and innovation. You will also have access to training and development programs, mentorship, and career coaching to help you achieve your career goals.

Work Environment and Company Culture

blithequark is a unique and dynamic company that values innovation, creativity, and collaboration. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we are committed to creating a work environment that is welcoming and supportive of all employees. We offer a range of benefits and perks, including flexible work arrangements, professional development opportunities, and a comprehensive compensation package.

Compensation, Perks, and Benefits

Our compensation structure consists of an annual salary, and we offer a range of 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. We also offer paid leave of absence programs and flexible time off. The range for this role is $100,000 - $350,000.

Conclusion

If you are a strategic thinker and strong leader with a passion for customer service, privacy, and product innovation, we encourage you to apply for the Investigations & Response Manager, Customer Trust & Privacy role at blithequark. This is a unique opportunity to join a dynamic and innovative company and make a significant impact on improving customer trust and security. Apply now to join our team and help us shape the future of entertainment!