Experienced Product Manager, Customer Service - Netflix Customer Support Remote Jobs, Calling Jobs From Home

Introduction to Netflix and Our Customer Support Team At Netflix, we pride ourselves on being a pioneer in the entertainment industry, providing top-notch streaming services to over 200 million subscribers worldwide. Our mission is to ensure that every individual has an uninterrupted and enjoyable experience while watching their favorite shows, movies, and games. To achieve this, our Customer Support team plays a vital role in providing exceptional assistance to our clients whenever they need it. We are now seeking an experienced Product Manager to join our Customer Support team and lead the development of our contact center platform, enhancing the experience for both our customers and support specialists. About the Role As a Product Manager, you will be responsible for overseeing the development and improvement of our contact center stage, ensuring that it is equipped with the right tools and technologies to support the growth and flexibility of our Customer Support business. You will work closely with various teams, including design, engineering, operations, and data science, as well as third-party solution providers, to deliver a world-class platform experience that enables our Customer Support team to provide an exceptional customer experience. 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. 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 an experienced Product Manager with a strong background in product management for consumer or internal-facing 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 and a strong understanding of the entertainment industry and customer support landscape. You will also need to be able to work in a fast-paced environment and be comfortable with change and ambiguity. Preferred Qualifications While not required, experience working in a remote or distributed team environment would be beneficial, as would experience with cloud-based contact center platforms and technologies. Additionally, knowledge of data analytics and reporting tools 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 the opportunity to work on complex and challenging projects, develop your skills and expertise, and contribute to the development of our Customer Support team. You will also have access to a range of training and development programs, including mentorship, coaching, and formal training courses. Work Environment and Company Culture Our company culture is built on 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 believe in recognizing and rewarding outstanding performance and contributions. As a Product Manager, you will be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences. Compensation, Perks, and Benefits We offer a competitive salary range of $20-30 per hour, as well as a range of benefits and perks, including health insurance, retirement savings, and paid time off. We also offer a flexible and remote work environment, allowing you to work from the comfort of your own home. Why Join Our Team? 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 Support team, you will have the chance to make a real impact on the customer experience, work with a talented and dedicated team, and contribute to the growth and success of our company. Conclusion In conclusion, we are seeking an experienced Product Manager to join our Customer Support team and lead the development of our contact center platform. If you have a passion for delivering exceptional customer experiences, a strong background in product management, and a desire to work in a fast-paced and dynamic environment, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join our team and contribute to the growth and success of our company.