Product Manager, Customer Service

More Than 200 Million People Worldwide Love Netflix. When They Sit Down To Watch, We Want To Make Sure That Nothing Comes Between Them And Their Favorite Movies, Shows And Games. And Netflix Customer Service (Cs) Is There To Help Customers When They Need Help.

The Cs Technology Team Is Part Of The Customer Service Organization To Ensure That The Appropriate Cs Tools And Technologies Are Available And Working Efficiently To Support The Operations, Growth, And Scalability Of The Customer Service Business, Today And In The Future. We Are Looking For An Experienced Product Manager To Lead And Manage Innovation To Improve The Experience Of Our Team And Support Agents On Our Contact Center Platform.

In This Role, You Will Need To Enjoy And Be Able To Wear Multiple Hats, and work in Collaboration With Design, Engineering, Operations, And Data Engineering Teams As Well as third-party solution Providers To Deliver Platform Experiences. The Best. Helps Our Customer Service Team Provide A Great Customer Experience When You Contact Netflix Cs.

As A Product Manager, You Will Play A Key Role In Shaping The Future Of Our Contact Platform Through The Adoption Of Third-Party Solutions And Helping To Create And Execute Long-Term Strategies And Roadmaps. Although This Is A Management Position, Like Many Other PMs at Netflix, You Will Focus On Leading A Team Of People Who Work, Without Direct Reports, So You Have The Ability To Focus On Having A Greater Impact On The Experience Of Our Customers And Our Employees Without Managing Teams. Arrangement.

Functions:

• Provide Leadership And Product Management For Our Contact Center Platform, Including Adoption Of New Features, Feature Enhancements, Data Pipelines, APIs, And Integrations With Our Internal Tools By Working In Close Collaboration With Suppliers Solutions, and others.
• Help Define Plans, Capture Requirements, Define Priorities, Identify Priorities, Mitigate Risks And Barriers, Negotiate And Create Strategies.
• Collaborate With Each Cs Functional Team To Better Understand Their Vision And Challenges And Come Up With The Best Solutions.
• Manage The Integration And Adoption Of Product Features By Collaborating With Engineering And Data Science Teams As Well As Solution Providers And/or Consulting Firms.
• Understand The Differences In Support Expectations In Different Regions Of The World And Plan The Experience Accordingly.
• Extend Product Management Functionality To Other Tools Based On Business Needs.
• Enter The Unique Culture Of Netflix

What We Are Looking For

• 3+ Years Of Experience In Product Management For Clients Or Internal Products.
• The Ability To Make Strong Decisions Based On Data And Guilt.
• A Deep Focus On Providing A Great Customer And Agent Experience.
• Proven Experience Working To Improve The Customer And Agent Experience.
• Organizational Governance And Influence Without Authority
• Exceptional Written And Verbal Communication Skills: Excellent Memos And Presentations, The Ability To Build Trust And Create Collaborative Relationships Are Critical.
• Ability To Inspire, Motivate, And Lead Designers And Engineers
• Prior Experience Working With Cocas, Capes, Uncas, And Crm Products, Either Third-Party Or Internally Developed.
• Prior Experience Focused On Customer Service
• Experience Working With Global Products Is Beneficial

Job Benefits:

• Competitive Salary: Netflix Often Offers Competitive Salary And Compensation Packages To Attract Top Talent
• Stock Options: As A Technology Company, Netflix Frequently Grants Stock Options To Employees, Allowing Them To Participate In The Company's Success.
• Health Insurance: Netflix Typically Offers Comprehensive Health Insurance Coverage For Employees, Including Medical, Dental, And Eye Care Plans.
• Paid Time Off: Netflix Values ​​Work-Life Balance And Typically Offers Generous Paid Time Off For Holidays, Vacations, And Sick Leave.
• Parental Leave: The Company Is Known For Offering Generous Parental Leave Policies To Support Newly Hired Parents.
• Employee Assistance Programs (Eaps): Netflix May Provide EAP Services To Help Employees With Various Personal And Work Issues.
• Flexible Working Arrangements: Depending On Your Role, Netflix May Offer Flexible Working Hours Or Remote Work Options.
• 401(K) Retirement Plan: The Company May Offer A 401(K) Plan To Help Employees Save For Retirement.
• Fitness And Wellness Programs: Netflix May Offer Wellness Initiatives, Gym Benefits, Or Other Fitness-Related Benefits.
• Paid Meals And Snacks: Some Netflix Locations May Offer Free Meals, Snacks, Or Food Incentives.
• Learning And Development: The Company Can Invest In Employee Development Through Training Programs, Seminars Or Education Reimbursements.
• Employee Events And Activities: Netflix May Host Events And Activities To Promote A Positive Work Culture And Encourage Team Building.