Experienced Product Manager, Customer Service - Leading Customer Support Innovation and Excellence in a Remote Setting

Introduction to Netflix and Our Customer Support Team At Netflix, we pride ourselves on being a pioneer in the entertainment industry, with over 200 million subscribers worldwide. Our mission is to provide an unparalleled viewing experience, and our Customer Support team plays a vital role in ensuring that our members can enjoy their favorite shows, movies, and games without any interruptions. As a key member of our Customer Support organization, the CS Innovation group is responsible for developing and implementing the right tools and technologies to support the growth and flexibility of our Customer Support business. We are now seeking an experienced Product Manager to lead and manage the development of our contact center platform, focusing on improving the experience for both our members and support specialists. About the Role In this exciting opportunity, you will have the chance to wear multiple hats, collaborating with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver a best-in-class platform experience that enables our Customer Support team to provide exceptional service to our members. As a Product Manager, you will be the central figure in shaping the future of our contact center platform through the adoption of third-party solutions and helping to create and execute the long-term strategy and roadmap. Although this is a senior role, you will be focused on driving a cross-functional team without direct reports, allowing you to concentrate on making a significant impact on our customer and specialist experience without managing an organization. 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. Partner 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 or consulting firms. Understand differences in support expectations in various regions around the world and design experiences accordingly. Grow product management responsibility to other tools as business needs arise. Embody the unique Netflix culture. What We're Looking For We are seeking a highly experienced and skilled Product Manager with a strong background in customer-facing or internal products. The ideal candidate will have: 3+ years of experience in product management for consumer or internal-facing products. Ability to make tough 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. Exceptional written and verbal communication skills: great presentations and storytelling, ability to build trust and create collaborative relationships cross-functionally is critical. 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 build. Related experience focusing on Customer Care. Experience working on global products is also beneficial. Essential Qualifications To be successful in this role, you will need to have a Bachelor's degree in a relevant field and a strong understanding of the principles of product management. You will also need to be able to work in a fast-paced environment, prioritize multiple tasks, and manage competing demands. Preferred Qualifications While not essential, experience working in a remote setting, familiarity with agile development methodologies, and knowledge of cloud-based technologies would be highly beneficial. Additionally, experience working in a similar industry or with similar products would be an asset. Career Growth Opportunities and Learning Benefits At Netflix, we are committed to the growth and development of our employees. As a Product Manager, you will have access to a wide range of training and development opportunities, including mentorship programs, workshops, and conferences. You will also have the chance to work with a talented and experienced team, learning from their expertise and sharing your own knowledge and skills. Work Environment and Company Culture Our company culture is built around the principles of innovation, collaboration, and excellence. We believe in giving our employees the freedom to make decisions, take risks, and try new things. We also prioritize work-life balance, offering flexible working hours and a range of benefits to support our employees' well-being. As a remote worker, you will be able to work from the comfort of your own home, with the flexibility to create your own schedule and work environment. Compensation, Perks, and Benefits We offer a competitive salary range of $20-30 per hour, depending on experience, as well as a range of benefits, including health insurance, retirement savings, and paid time off. We also provide a range of perks, including access to our streaming service, free meals, and on-site fitness classes. Conclusion If you are a motivated and experienced Product Manager looking for a new challenge, we encourage you to apply for this exciting opportunity. As a key member of our Customer Support team, you will have the chance to make a real impact on our customers' experience and contribute to the growth and success of our business. Don't miss out on this chance to join our talented team and take your career to the next level. Apply now and become a part of the Netflix family!