Experienced Product Manager, Customer Service - Remote Job Opportunity with Netflix, Leading Global Entertainment Company

Introduction to Netflix and Our Customer Service Team

At Netflix, we pride ourselves on being a pioneer in the global entertainment industry, with over 200 million subscribers worldwide. Our mission is to provide our users with an unparalleled viewing experience, and our Customer Service (CS) team plays a vital role in ensuring that our customers receive the best possible support when they need it. As a key member of our CS Innovation group, you will be responsible for leading the development and implementation of our contact center platform, which is crucial to delivering exceptional customer experiences.

About the Role: Product Manager, Customer Service

We are seeking an experienced Product Manager to join our CS Innovation team, where you will be responsible for overseeing the development and improvement of our contact center platform. This is a unique opportunity to work on a critical project that will have a direct impact on our customers and support specialists. As a Product Manager, you will be the driving force behind shaping the future of our contact center platform, working closely with cross-functional teams, including design, engineering, operations, and data science, as well as third-party solution providers.

Key Responsibilities:

• Provide product management leadership 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 third-party 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 third-party 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 in a Candidate

To be successful in this role, you will need to have a strong background in product management, with a minimum of 3+ years of experience in managing customer-facing or internal products. You should have a proven track record of making difficult decisions informed by both data and judgment, with a deep focus on delivering exceptional customer and specialist experiences.

Essential Qualifications:

• 3+ years of experience in product management for customer or internal-facing products.
• Ability to make difficult decisions informed by both data and judgment.
• Deep focus on delivering an exceptional customer and specialist experience.
• Proven record of implementing projects that quantifiably improved customer 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.

Preferred Qualifications:

• Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house built.
• Related experience focusing on Customer Service.
• Experience working on global products is also beneficial.

Why Join Netflix?

At Netflix, we offer a unique and dynamic work environment that is designed to foster innovation, creativity, and collaboration. As a member of our team, you will have the opportunity to work on challenging and rewarding projects, with a high degree of autonomy and ownership. We also offer a range of benefits, including:

Benefits and Perks:

• Competitive salary and benefits package.
• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Flexible working hours and remote work options.
• Access to cutting-edge technologies and tools.
• Recognition and rewards for outstanding performance.

Conclusion

If you are a motivated and experienced Product Manager looking for a new challenge, we encourage you to apply for this exciting opportunity to join our Customer Service team at Netflix. As a key member of our CS Innovation group, you will have the chance to make a real impact on our customers and support specialists, while working on a critical project that will shape the future of our contact center platform. Don't miss out on this opportunity to join a talented team of professionals who are passionate about delivering exceptional customer experiences.

Apply now to become a part of our dynamic team and take your career to the next level!

Apply Now