Experienced Product Manager for Customer Service Technology and Innovation - Work from Home Opportunity with Netflix, Leading the Development of Exceptional Customer Experiences through Data-Driven Decision Making and Cross-Functional Collaboration

Introduction to Netflix and Our Customer Service Vision At Netflix, we pride ourselves on being a pioneer in the entertainment industry, with over 200 million subscribers worldwide who trust us to deliver their favorite shows, movies, and games. Our Customer Service (CS) team plays a vital role in ensuring that every interaction with our customers is exceptional, and we're committed to providing the best possible experience for our users. As part of our CS organization, the CS Technology group is responsible for developing and implementing the right tools and technologies to support the growth and evolution of our customer service business. We're now seeking an experienced Product Manager to lead the development of our contact center platform, working closely with cross-functional teams to deliver a top-tier experience that enables our customer support team to provide outstanding service to our customers. Job Overview and Responsibilities In this role, you'll be responsible for driving the development and improvement of our contact center platform, working closely with design, engineering, operations, and data science teams, as well as third-party solution providers. Your primary focus will be on delivering a best-in-class platform experience that enables our customer support team to provide exceptional service to our customers. Key responsibilities include: Providing product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools Collaborating with cross-functional teams to define the strategy, capture requirements, prioritize features, identify dependencies, mitigate risks, and communicate plans and progress Working closely with every CS functional team to understand their vision and challenges and deliver the best possible solutions together Managing integrations and adoption of products, including close collaboration with our engineering and data scientist teams, as well as third-party solution providers or potential consulting firms Embracing differences in support expectations in various regions around the world and designing experiences accordingly Expanding product management responsibility to other tools as business needs arise Embodying the unique Netflix culture and values in every aspect of your work Essential Qualifications and Skills To be successful in this role, you'll need to have: 2+ years of experience in product management for consumer 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 track record of implementing projects that quantifiably improved customer and specialist experiences Organizational leadership and influence without authority Excellent written and verbal communication skills, with the ability to build trust and create collaborative relationships cross-functionally Ability to motivate, inspire, and lead designers and engineers Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house built Related experience focusing on customer support Experience working on global products is also beneficial Career Growth Opportunities and Learning Benefits At Netflix, we're committed to helping our employees grow and develop in their careers. As a Product Manager for Customer Service Technology and Innovation, you'll have the opportunity to work on complex and challenging projects, collaborate with cross-functional teams, and develop a deep understanding of our customer service business. You'll also have access to a wide range of training and development programs, including mentorship opportunities, workshops, and conferences. Our goal is to help you build a long-term career with Netflix, and we're committed to providing the support and resources you need to succeed. Work Environment and Company Culture At Netflix, we pride ourselves on our unique and innovative company culture. We're a collaborative and dynamic workplace, with a focus on creativity, innovation, and experimentation. We believe in giving our employees the freedom to make decisions, take risks, and try new things, and we're committed to providing a supportive and inclusive work environment that allows everyone to thrive. As a remote worker, you'll be part of a global team that's connected by our shared values and goals, and you'll have the opportunity to work with colleagues from all over the world. Compensation, Perks, and Benefits We offer a competitive salary range of $28-$35 per hour, depending on experience, as well as a comprehensive benefits package that includes health insurance, retirement savings, and paid time off. We also offer a range of perks and benefits, including access to our internal training and development programs, opportunities for career growth and advancement, and a dynamic and supportive work environment. As a remote worker, you'll also have the flexibility to work from home and create a schedule that works for you. Conclusion and Call to Action If you're a motivated and experienced product manager with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Product Manager for Customer Service Technology and Innovation at Netflix, you'll have the chance to work on complex and challenging projects, collaborate with cross-functional teams, and develop a deep understanding of our customer service business. You'll also have the opportunity to grow and develop in your career, and to be part of a dynamic and innovative company culture that's committed to excellence and customer satisfaction. Don't miss out on this opportunity to join our team and help shape the future of customer service at Netflix. Apply now and take the first step towards an exciting and rewarding career with our company.