Experienced Product Manager for Netflix Customer Service - Contact Center Platform Enhancement

Join the Team Revolutionizing Customer Experience at Netflix

Netflix is a global entertainment leader, boasting over 200 million members worldwide who trust us to deliver their favorite shows, movies, and games seamlessly. As a pioneer in the streaming industry, we're committed to ensuring that our members have an exceptional experience, and that starts with our Customer Service (CS) team. The CS Technology team is at the forefront of this mission, driving the development and maintenance of the tools and technologies that empower our CS representatives to provide top-notch support.

About the Role: Product Manager for Customer Service Contact Center Platform

We're seeking an accomplished Product Manager to lead the enhancement of our contact center platform, working closely with cross-functional teams, including design, engineering, operations, and data engineering, as well as third-party solution providers. As a key player in shaping the future of our CS platform, you'll be responsible for driving the adoption of third-party solutions and developing a long-term strategy that prioritizes our members' and support specialists' experience.

Key Responsibilities

• Provide product management for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with internal tools, working closely with third-party solution providers.
• Collaborate with CS functional teams to understand their vision and challenges, delivering solutions that meet their needs and exceed expectations.
• Define and execute the product strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, and communicating the roadmap.
• Manage integrations and adoption of products, working closely with engineering and data scientist teams, as well as third-party solution providers or potential consulting firms.
• Understand regional differences in support expectations and tailor the experience accordingly.
• Expand product management responsibilities to other tools as business needs arise.
• Embody the unique Netflix culture, driving innovation and excellence in everything you do.

What We're Looking For

To succeed in this role, you'll need:

• 2+ years of experience in product management for consumer-facing or internal products.
• The ability to make tough decisions informed by both data and judgment.
• A deep focus on delivering an exceptional member and specialist experience.
• A proven track record of executing projects that have quantifiably improved member and specialist experiences.
• Strong leadership and influence skills, with the ability to drive results without direct reports.
• Exceptional written and verbal communication skills, with the ability to craft compelling updates and presentations that build trust and foster collaborative partnerships across functions.
• The capacity to motivate, inspire, and lead creators and specialists.
• Relevant experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house built.
• Experience focusing on Customer Support and working on global products is a plus.

Career Growth and Learning Opportunities

As a Product Manager at Netflix, you'll have the opportunity to drive significant impact on our CS platform, shaping the experience of our members and support specialists worldwide. You'll work closely with cross-functional teams, developing your skills in product management, leadership, and collaboration. With Netflix's commitment to innovation and excellence, you'll be part of a dynamic environment that fosters growth and learning.

Work Environment and Company Culture

Netflix is a global company with a culture that values innovation, diversity, and inclusion. As a remote worker, you'll be part of a distributed team that collaborates and communicates effectively to drive results. We're committed to providing a work environment that is inclusive, flexible, and empowering, allowing you to thrive and make a meaningful contribution to our mission.

Compensation and Benefits

We're offering a competitive hourly rate of $28-$35, commensurate with experience. As a Netflix employee, you'll also be eligible for a range of benefits, including comprehensive health insurance, retirement savings, and paid time off. We're committed to providing a total rewards package that reflects our values and supports your well-being and success.

Join the Netflix Team

If you're a motivated and experienced Product Manager looking to drive significant impact on a global scale, we encourage you to apply. With your skills and expertise, you'll be part of a team that's revolutionizing the entertainment industry and delivering exceptional experiences to millions of members worldwide. Take the first step towards a rewarding career at Netflix – apply today!