Join the Netflix Team: Product Manager, Customer Service
Are you passionate about delivering exceptional client experiences and driving innovation in customer service? Do you have a proven track record of executing projects that have significantly improved client and expert experiences? Look no further! Netflix, the world's leading streaming entertainment service, is seeking a talented Product Manager to lead and manage the development of our contact center platform.
About Netflix
With over 200 million subscribers worldwide, Netflix is the go-to destination for streaming entertainment. Our customer service team is dedicated to ensuring that nothing gets in the way of our members' enjoyment of their favorite shows, movies, and games. The Customer Service Development team plays a critical role in delivering the right tools and technologies to support the growth, scalability, and flexibility 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 cross-functional teams, including setup, planning, projects, and data planning, as well as external solution providers. Your mission will be to deliver a top-notch platform experience that enables our customer service team to provide exceptional client experiences while achieving Netflix's CS goals.
Key Responsibilities
- Provide product management leadership for our contact center platform, including new feature development, enhancements, data pipelines, APIs, and integrations with internal tools through collaboration with external solution providers.
- Help define strategy, gather requirements, prioritize features, identify risks and obstacles, communicate, and create a roadmap.
- Collaborate with each CS functional group to understand their vision and challenges and deliver the best solutions together.
- Manage trade-offs and product delivery through close collaboration with planning and data specialist teams, as well as external solution providers or consulting firms.
- Address differences in service expectations across various regions globally and author experience accordingly.
- Develop product management capabilities across various tools as business needs dictate.
- Embody the unique Netflix culture.
What We're Looking For
Essential Qualifications
- 3+ years of experience in product management for customer-facing or internal products.
- Ability to make informed, data-driven decisions and exercise sound judgment.
- Strong focus on delivering exceptional client and expert experiences.
- Proven track record of executing projects that have quantitatively improved client and expert experiences.
- Progressive leadership and influence without authority.
- Excellent written and verbal communication skills, including presentation and storytelling abilities.
- Ability to motivate, drive, and lead engineers and architects.
Preferred Qualifications
- Experience working with CCaaS, CPaaS, UCaaS, and CRM tools, whether external or in-house.
- Knowledge of customer support operations and technologies.
- Experience working on global products.
Career Growth Opportunities and Learning Benefits
At Netflix, we believe in empowering our employees to grow and develop their skills. As a Product Manager, Customer Service, you will have opportunities to:
- Develop your product management skills through training and mentorship.
- Collaborate with cross-functional teams to drive innovation and growth.
- Contribute to the development of our contact center platform and make a meaningful impact on our customer service business.
- Enjoy a dynamic and supportive work environment that encourages experimentation and learning.
Work Environment and Company Culture
At Netflix, we pride ourselves on our unique culture, which values:
- Freedom and responsibility.
- Judgment and decisiveness.
- Communication and transparency.
- Collaboration and teamwork.
- Continuous learning and growth.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- $25/hour salary.
- Comprehensive benefits package.
- Opportunities for professional growth and development.
- A dynamic and supportive work environment.
Conclusion
If you're passionate about delivering exceptional client experiences and driving innovation in customer service, we encourage you to apply for this exciting opportunity as a Product Manager, Customer Service at Netflix. Join our team and help shape the future of our contact center platform!
Apply now and be part of the Netflix team!
Apply Now