Product Manager, Customer Service

Company: Netflix

Industry: Private

Employment Type:- Full  Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

Product Manager, Customer Service

The Role

We want to ensure that nothing gets between our members and their favorite shows, movies, and games. Netflix Customer Service (CS) is here to assist customers when they need help.

The CS Technology team is part of the CS organization. It is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future. We are looking for an experienced product manager to lead and manage innovation to improve our members’ and support agents’ experience with our member management platform.

In this role, you will need to have the passion and ability to wear multiple hats, partnering with design, engineering, operations, insights, and analytics teams across the Product and Customer Service organization as well as third-party solution providers to deliver the best in class enterprise platform experience that enables our customer service team to provide great customer experience when contacting Netflix CS.

As a Product Manager, you’ll be the key player in shaping the future of our member management enterprise platform and helping to create and execute the long-term strategy and prioritized roadmap. Although this is a senior role, like most other PMs at Netflix you will be focused on leading a cross-functional team, without direct reports, so you can focus on having an enormous impact on our customer and agent experience without managing an organization.

Responsibilities

  • Provide product management leadership for our member management platform including features, capabilities, data pipelines, APIs, and integrations with a third-party solution(s).
  • Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
  • Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
  • Manage the development and delivery of product features through close collaboration with our engineering and data scientist teams as well as third-party solution partners and/or consulting firms.
  • Understand differences in support expectations in different regions around the world and tailor the experience accordingly. This includes nuanced differences among Netflix’s different services/products, such as Streaming, Games, Live Experiences, Ads, etc.
  • Expand product management responsibility to other tools as business needs present.
  • Embody the unique Netflix culture

Product Manager, Customer Service

What We’re Looking For

Other Jobs You May Be Interested In

  • 5+ years of experience in product management for consumer or internal-facing products is a must.
  • A deep understanding of Customer Service business and contact center business is a must.
  • Prior experience working with member management products, whether third-party or in-house build, is a must.
  • Quick learner and the ability to work in a fast-paced global environment.
  • Exceptional multitasking abilities who thrive in high-pressure environments and can effectively manage multiple priorities.
  • Outstanding written and verbal communication skills: great memos and presentations, and an ability to build trust and create collaborative partnerships cross-functionally are extremely important.
  • Organizational leadership and influence without authority.
  • Ability to make tough but informed decisions with both data and judgment.
  • Ability to inspire, motivate, and lead designers and engineers.
  • Demonstrated record of executing projects that measurably improved customer and agent experiences.
  • Deep focus on delivering a great customer and agent experience.
  • Experience working on global products and enterprise platforms is also beneficial.