Product Manager, Customer Service - Netflix Contact Center Platform Development

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? Look no further! Netflix, the world's leading streaming entertainment service, is seeking a talented Product Manager to lead the development of our contact center platform.

About Netflix and Our Customer Service Team

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, ensuring a seamless and exceptional experience for both our members and support agents. You will work closely with various stakeholders, including design, engineering, operations, and data science teams, as well as external solution providers, to deliver a top-notch platform that enables our Customer Service team to provide world-class support.

Key Responsibilities

• Provide product management leadership for our contact center platform, including new feature adoption, enhancements, data pipelines, APIs, and integrations with internal tools.
• Collaborate with external solution providers to deliver innovative solutions that meet our business needs.
• Define strategy, capture requirements, prioritize features, identify dependencies, mitigate risks, and obstacles, and create a roadmap for the platform.
• Work closely with various CS functional teams to understand their vision and challenges and deliver solutions that meet their needs.
• Manage integrations and adoption of products, including close collaboration with engineering and data science teams, as well as external solution providers and consulting firms.
• Understand differences in service expectations across various regions and develop experiences that cater to these needs.
• Expand product management responsibilities to other tools as business needs arise.
• Embody the unique Netflix culture and values.

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 tough decisions informed by both data and judgment.
• A deep focus on delivering an exceptional customer and agent experience.
• 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, including the ability to build trust and create collaborative relationships across functions.
• The ability to inspire, motivate, and lead creators and engineers.
• Relevant experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether through external solutions or in-house development.
• 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 access to:

• Opportunities for professional growth and development.
• Collaborative and dynamic work environment.
• Access to cutting-edge technologies and tools.
• Recognition and rewards for outstanding performance.

Work Environment and Company Culture

Netflix is a unique and innovative company that values:

• Freedom and responsibility.
• Judgment and decision-making.
• Communication and transparency.
• Diversity and inclusion.
• Continuous learning and growth.

Compensation, Perks, and Benefits

We offer a competitive salary range of $28-$35 per hour, depending on experience. Additionally, you will enjoy:

• Comprehensive benefits package.
• Opportunities for professional growth and development.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technologies and tools.

How to Apply

If you're passionate about delivering exceptional customer experiences and driving innovation, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert application link]. We can't wait to hear from you!