Experienced Product Manager, Customer Service – Leading Innovation in Contact Center Technology and Delivering Exceptional Client Experiences in a Remote Setting

Introduction to Netflix and Our Customer Service Team

At Netflix, we pride ourselves on being a pioneer in the entertainment industry, with over 200 million subscribers worldwide enjoying our vast library of movies, TV shows, documentaries, and original content. Our Customer Service team plays a vital role in ensuring that our members have an exceptional experience when interacting with us. As part of the Customer Service organization, the CS Innovation group is responsible for developing and implementing the right tools and technologies to support the growth and evolution of our Customer Service business. We are now seeking an experienced Product Manager to lead the development of our contact center platform, focusing on improving the experience for both our members and customer support specialists.

Job Overview

In this role, you will have the opportunity to wear multiple hats, collaborating with cross-functional teams, including design, engineering, operations, and data science, as well as external solution providers to deliver a best-in-class platform experience. As a Product Manager, you will be responsible for shaping the future of our contact center platform through the adoption of external solutions and helping to create and execute the long-term strategy and roadmap. Although this is a senior role, you will be focused on driving a cross-functional team without direct reports, allowing you to concentrate on making a significant impact on our member and specialist experience without managing an organization.

Key Responsibilities

• Provide product management expertise to our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our external solution providers.
• Assist in defining strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating, and creating a roadmap.
• Collaborate with every CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
• Manage integrations and adoption of product features through close collaboration with our engineering and data scientist teams as well as external solution providers and consulting firms.
• Understand differences in support expectations in various regions around the world and design the experience accordingly.
• Grow product management responsibility to other tools as business needs arise.
• Embody the unique Netflix culture.

What We're Looking For

To be successful in this role, you will need to have:

• 3+ years of experience in product management for customer or internal-facing products.
• Ability to make tough decisions informed by both data and judgment.
• Deep focus on delivering an exceptional client and specialist experience.
• Proven track record of implementing projects that quantifiably improved client and specialist experiences.
• Organizational leadership and influence without authority.
• Excellent written and verbal communication skills: great memos and presentations, ability to build trust and create collaborative relationships cross-functionally is critical.
• Ability to inspire, motivate, and lead engineers and designers.
• Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether external or in-house built.
• Related experience focusing on Customer Service.
• Experience working on global products is also beneficial.

About Netflix and Our Benefits

At Netflix, we offer a unique and dynamic work environment that is designed to foster innovation, creativity, and collaboration. Our benefits include:

• A huge content library with a wide range of entertainment options.
• Original content that is exclusive to Netflix, including critically acclaimed series and films.
• Convenience and flexibility, with the ability to view content on various devices, including smartphones, tablets, smart TVs, and computers.
• No ads, allowing for an uninterrupted viewing experience.
• Multiple profiles and offline viewing, making it easy to manage your account and watch content on the go.
• Affordable pricing tiers, with options to suit different budgets and viewing habits.
• Global availability, with Netflix available in many countries around the world.
• A user-friendly interface with personalized recommendations based on your viewing history and preferences.
• Continuous updates and improvements, with new features and enhancements added regularly.
• Free trials, allowing you to explore the platform and its content before committing to a subscription.

Career Growth Opportunities and Learning Benefits

At Netflix, we are committed to helping our employees grow and develop their careers. As a Product Manager, you will have the opportunity to work on complex and challenging projects, collaborating with cross-functional teams and external solution providers. You will also have access to a wide range of training and development programs, including workshops, conferences, and online courses, to help you build your skills and knowledge.

Work Environment and Company Culture

Our company culture is built around the values of innovation, creativity, and collaboration. We believe in giving our employees the freedom to make decisions and take ownership of their work, and we encourage open communication and feedback. Our work environment is dynamic and fast-paced, with a focus on delivering high-quality results and exceeding our members' expectations.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including a hourly rate of $27, as well as a range of perks and benefits, such as flexible working hours, remote work options, and access to our extensive content library.

Conclusion

If you are a motivated and experienced Product Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. As a member of our Customer Service team, you will have the chance to make a real impact on our members' experiences and contribute to the growth and evolution of our business. Don't miss out on this opportunity to join our dynamic and innovative team – apply now!