Product Manager, Customer Service - Netflix Contact Center Platform Development & Enhancement

Join the Netflix Team: Product Manager, Customer Service - Revolutionizing Contact Center Experience

Are you a seasoned Product Manager with a passion for delivering exceptional customer experiences? Do you have a knack for driving innovation and growth through strategic planning and cross-functional collaboration? Netflix, the world's leading streaming entertainment service, is seeking a talented Product Manager to lead the development and enhancement of our contact center platform.

About Netflix and Our Customer Service Organization

With over 200 million subscribers worldwide, Netflix has become an integral part of millions of people's daily lives. Our Customer Service (CS) team plays a vital role in ensuring that our members have an exceptional experience while enjoying their favorite shows, movies, and games. The CS Innovation team, part of the Customer Service Organization, is responsible for developing and implementing the right tools and technologies to support the operation, growth, and scalability of our Customer Service business.

Job Summary

As a Product Manager, Customer Service, you will be responsible for leading and managing the development of our contact center platform, working closely with design, engineering, operations, and data science teams, as well as third-party solution providers. Your mission will be to create a top-tier platform experience that enables our Customer Service team to deliver outstanding member experiences while supporting Netflix's growth and scalability.

Key Responsibilities

• Develop and manage products for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with internal tools.
• Collaborate with cross-functional teams to define the strategy, capture requirements, prioritize features, identify dependencies, mitigate risks, and deliver a roadmap.
• Work closely with CS functional teams to understand their vision and challenges, and deliver solutions that meet their needs.
• Manage the integration and adoption of products, including close collaboration with engineering and data science teams, as well as third-party solution providers.
• Understand differences in service expectations across regions and develop experiences accordingly.
• Expand product management responsibilities to other tools as business needs arise.
• Embody the unique Netflix culture, focusing on delivering exceptional member experiences and driving business growth.

What We're Looking For

To succeed in this role, you should have:

• 4+ years of experience in product management for consumer-facing or internal products.
• The ability to make informed decisions driven by both data and judgment.
• A deep focus on delivering exceptional customer and agent experiences.
• A proven track record of executing projects that have quantitatively improved customer and agent experiences.
• Organizational leadership and influence without authority.
• Exceptional written and verbal communication skills, with the ability to build trust and create collaborative relationships across functions.
• The ability to motivate, inspire, and lead creators and specialists.
• Relevant experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house.
• Relevant experience focusing on Customer Support.
• Experience working on global products is a plus.

Career Growth Opportunities and Learning Benefits

At Netflix, we believe in empowering our employees to grow and develop their skills. As a Product Manager, you will have opportunities to:

• Develop your leadership skills through cross-functional collaboration and project ownership.
• Enhance your technical skills through working with engineering and data science teams.
• Expand your business acumen through strategic planning and decision-making.
• Learn from industry experts and thought leaders in product management and customer experience.

Work Environment and Company Culture

Netflix is a unique and dynamic work environment that values:

• Freedom and responsibility: We trust our employees to make decisions and take ownership of their work.
• Judgment and decision-making: We encourage employees to use their judgment and make informed decisions.
• Communication and transparency: We prioritize open and honest communication across all levels of the organization.
• Diversity and inclusion: We strive to create an inclusive and diverse work environment that reflects the communities we serve.

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• Competitive hourly rate: $25-$35 per hour.
• Opportunities for professional growth and development.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technologies and tools.

Conclusion

If you're a motivated and experienced Product Manager with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join our team and help shape the future of our contact center platform, driving growth and innovation for Netflix and our members.

Apply now and take the first step towards a rewarding career with Netflix!