Experienced Product Manager for Customer Service and Contact Center Technology - Remote Work Opportunity with Netflix

Welcome to Workwarp and Netflix We are excited to announce an immediate hiring opportunity for a Product Manager to join our Customer Service team at Netflix. As a leader in the entertainment industry, Netflix is committed to providing an exceptional customer experience to its over 200 million subscribers worldwide. Our Customer Service team plays a critical role in ensuring that our customers can enjoy their favorite shows, movies, and games without any interruptions. We are now looking for an experienced Product Manager to lead the development and improvement of our contact center platform, which is essential to delivering outstanding customer support. About the Role In this role, you will have the opportunity to wear multiple hats, collaborating with cross-functional teams, including design, engineering, operations, and data science, as well as third-party solution providers. Your primary responsibility will be to drive the development and improvement of our contact center platform, ensuring that it provides a top-tier experience for our customers and support specialists. You will be the central player 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. 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. Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and obstacles, communicate, and create 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 or consulting firms. Embrace differences in support expectations in various regions around the world and design experiences accordingly. Expand product management responsibility to other tools as business needs arise. Embody the unique Netflix culture. What We're Looking For We are seeking an experienced Product Manager with a strong background in customer-facing or internal products. The ideal candidate will have: 5+ years of experience in product management for customer or internal-facing products. Related experience focusing on Customer Support contact centers is a must. Related experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS, whether third-party or in-house build, is a must. Ability to make difficult decisions informed by both data and judgment. Deep focus on delivering an excellent 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: great updates and presentations, ability to build trust and create collaborative relationships cross-functionally is critical. Ability to motivate, inspire, and lead engineers and designers. Experience managing 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 product management principles and practices. You will also need to be able to work effectively in a remote environment and be comfortable with the idea of working independently and as part of a distributed team. Preferred Qualifications While not required, we prefer candidates who have experience working with agile development methodologies and have a strong understanding of cloud-based technologies and platforms. Additionally, experience working with data analytics and visualization tools is a plus. Career Growth Opportunities and Learning Benefits At Netflix, we are committed to providing our employees with opportunities for growth and development. As a Product Manager on our Customer Service team, you will have the opportunity to work on complex and challenging projects, collaborate with cross-functional teams, and develop your skills and expertise in product management and contact center technology. You will also have access to a wide range of training and development programs, including workshops, conferences, and online courses, to help you continue to grow and develop in your career. Work Environment and Company Culture At Netflix, we pride ourselves on our unique and dynamic company culture. We are a fast-paced and innovative company that values creativity, collaboration, and open communication. We believe in giving our employees the freedom to make decisions and take ownership of their work, and we provide a supportive and inclusive environment that encourages experimentation and learning. As a remote employee, you will be able to work from the comfort of your own home and will have the flexibility to create your own schedule and work environment. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including health insurance, retirement savings, and paid time off. We also provide a wide range of perks and benefits, including access to our streaming service, free meals and snacks, and on-site fitness classes. As a remote employee, you will also have access to a stipend for home office expenses and will be able to participate in our virtual wellness programs and events. 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 member of our Customer Service team, you will have the opportunity to make a real impact on our customers and our business, and you will be part of a dynamic and innovative company that values creativity, collaboration, and open communication. Don't miss out on this chance to join our team and help shape the future of customer support at Netflix. Apply now! We encourage you to apply even if you feel you're not a perfect match. We are looking for great people to join our friendly team. Apply for this job