Experienced Principal Product Manager for Customer Experience and Service Innovation – Leading Cross-Functional Teams and Driving Business Growth through Data-Driven Decision Making

Introduction to blithequark

At blithequark, we are passionate about delivering exceptional customer experiences that exceed expectations and foster long-term loyalty. Our customer service organization is at the forefront of this mission, leveraging cutting-edge technology, empathetic issue resolution, and a relentless commitment to driving defects out of our processes. As a leader in the industry, blithequark is dedicated to creating a workplace culture that values diversity, inclusivity, and equal opportunities for all employees.

Job Overview

We are seeking a highly skilled and customer-obsessed Principal Product Manager to join our team and own the development of a new set of organization-wide customer experience (CX) metrics. This role will play a critical part in shaping our understanding of customer experience performance, identifying areas for improvement, and influencing our technology roadmap to drive business growth and defect elimination. As a Principal Product Manager at blithequark, you will have the opportunity to build a mission-critical capability from the ground up, working closely with cross-functional teams and senior leadership to drive meaningful change and impact the experience of millions of customers.

Key Responsibilities

• Identify and define CX signals, metrics, and mechanisms to continuously measure and report on customer experience performance across various segments, including consumers, sellers, and customer service associates.
• Act as a thought leader and strategic advisor, evaluating the effectiveness of existing mechanisms, using data to test and iterate products and processes, and challenging the status quo to drive innovation and improvement.
• Partner with other teams to build core business processes, develop quality control and assurance mechanisms, and lead business review processes to ensure that the right discussions are happening to improve CX.
• Establish effective working relationships with relevant partners across the company, influencing action and driving continuous improvement plans that effectively communicate opportunity, future state ideation, and impact.
• Develop and manage mechanisms to measure and report on customer experience performance, providing guidance to senior leadership and owning the development of new executive-level reporting.

Essential Qualifications

• Bachelor's degree in a relevant field, such as business administration, computer science, or engineering.
• 7+ years of product or program management experience, with a proven track record of success in driving business growth and improvement.
• Experience in lean management and Six Sigma, with a strong understanding of data-driven decision making and process improvement.
• Excellent verbal and written communication skills, with the ability to influence senior leadership and drive change across the organization.

Preferred Qualifications

• Experience owning technology products, with a strong understanding of software development and technical product management.
• Master's degree or equivalent, with a focus on business administration, computer science, or a related field.
• Customer experience research experience, with a strong understanding of customer behavior and preferences.
• Experience working cross-functionally with tech and non-tech teams, with a proven ability to drive collaboration and innovation.
• Experience managing technical products, with a strong understanding of agile development methodologies and technical product management.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement, learning, and professional development. As a Principal Product Manager, you will have access to a range of training and development programs, including leadership development, product management, and technical skills training. You will also have the opportunity to work with a talented and experienced team, learning from others and sharing your own knowledge and expertise.

Work Environment and Company Culture

At blithequark, we value diversity, inclusivity, and equal opportunities for all employees. Our workplace culture is built on a foundation of respect, empathy, and collaboration, with a focus on delivering exceptional customer experiences and driving business growth. We offer a range of benefits and perks, including flexible working arrangements, health and wellness programs, and recognition and reward programs. Our compensation package is competitive, with a range of benefits and perks that reflect the cost of labor across several US geographic markets.

Compensation and Benefits

Our compensation package is designed to attract and retain top talent, with a range of benefits and perks that reflect the cost of labor across several US geographic markets. The base pay for this position ranges from $129,500/year in our lowest geographic market up to $240,900/year in our highest geographic market. Pay is based on a number of factors, including market location, job-related knowledge, skills, and experience. We also offer a range of additional benefits, including equity, sign-on payments, and other forms of compensation, as well as a full range of medical, financial, and/or other benefits.

Conclusion

If you are a customer-obsessed and experienced product manager looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Principal Product Manager, you will have the chance to build a mission-critical capability from the ground up, working closely with cross-functional teams and senior leadership to drive meaningful change and impact the experience of millions of customers. With a competitive compensation package, a range of benefits and perks, and opportunities for career growth and development, this is an opportunity not to be missed.