Product Manager, Customer Service More Than 200 Million Members Worldwide Love Netflix. When They Sit Down To Watch, We Want To Make Sure There's Nothing Between Them And Their Favorite Shows, Movies And Games. And Netflix Customer Service (CS) Is Here To Help Customers When They Need Help. The CS Technology Team Is Part Of The Customer Service Organization And Is Responsible For Ensuring That The Right CS Tools And Technologies Are In Place And Working Properly To Support The Operation, Growth, And Scalability Of The Customer Service Business Into The Future. We Are Looking For An Experienced Product Manager To Lead And Drive Innovation In Our Member Development And Agent Experience On Our Contact Center Platform. In This Role, You Must Have The Passion And Ability To Wear Multiple Hats, and work with Design, Engineering, Operations, And Data Engineering Teams As Well as third-party solution Providers To Deliver The Best Platform Our Customer Service Team Can Provide To A Great Customer. Experience When You Contact Netflix CS. As A Product Manager, You Will Be A Key Player In Shaping The Future Of Our Contact Center Platform By Embracing Third-Party Solutions And Helping To Create And Execute A Long-Term Strategy And Priority Plan. Although This Is A Senior Role, Like Most Other PMs at Netflix, You'll Focus On Leading A Cross-Functional Team With No Direct Reports, So You Can Focus On Making A Big Impact On Our Customers' And Agents' Experiences Without Having To Manage The Organization.
Responsibilities: - Provide Product Management Leadership For Our Contact Center Platform, Including Adoption Of New Features, Feature Enhancements, Data Feeds, Apis, And Integration With Our Internal Tools By Working Closely With Our Third-Party Solution Providers.
- Help Define Strategy, Capture Requirements, Clarify Priorities, Identify Dependencies, Mitigate Risks And Obstacles, Communicate And Create A Roadmap.
- Collaborate With Each Functional CS Team To Better Understand Their Visions And Challenges And Together Deliver The Best Possible Solutions.
- Manage Integrations And Adoption Of Product Features By Working Closely With Our Teams Of Engineers And Data Scientists, As Well As Third-Party Providers And/Or Consulting Firms.
- Understand The Differences In Support Expectations In Different Regions Around The World And Tailor The Experience Accordingly.
- Extend Product Management Responsibilities To Other Tools As Needed.
- Embrace The Unique Culture Of Netflix
What Are We Looking For? - 3 Years Of Experience Managing Consumer Or Content-Centric Products.
- Ability To Make Difficult Decisions Based On Both Data And Judgment.
- A Deep Focus On Delivering A Great Customer And Agent Experience.
- Demonstrated Track Record Of Delivering Projects That Measurably Improve Customer And Agent Experiences.
- Leadership And Organizational Influence Without Authority
- Excellent Written And Verbal Communication Skills: Good Memos And Presentations Are Essential, Ability To Build Trust And Create Cross-Functional Partnerships
- Ability To Inspire, Motivate, And Lead Designers And Engineers
- Previous Experience Working With Ccaas, Cpaas, Ucaas, And CRM Products, Either Third-Party Or Self-Developed
- Previous Experience Focused On Customer Service
- Experience Working On Global Products Is Also An Advantage
Job Benefits:
- Health Care And Insurance: Netflix Typically Offers Comprehensive Health Insurance Plans, Including Medical, Dental, And Eye Care Coverage, For Its Employees And Their Families.
- Paid Time Off (PTO): Netflix Often Offers A Flexible PTO Policy, Which Allows Employees To Take Time Off As Needed Without Hard Limits On The Number Of Days. This Approach Is In Keeping With Netflix's Emphasis On Results And Performance Rather Than Rigid Work Schedules.
- Parental Leave: Netflix Is ??Known For Its Generous Parental Leave Policies, Which Provide Plenty Of Free Time For Both New Moms And Dads To Bond With Their Newborns Or Adopted Children.
- 401(K) Retirement Plan: The Company May Offer A 401(K) Retirement Plan With A Competitive Matching Contribution To Help Employees Save For Their Future.
- Stock Options: Netflix Has Historically Offered Stock Options Or Stock Awards To Its Employees, Allowing Them To Share In The Company's Success.
- Wellness Programs: The Company May Offer Wellness Programs, Fitness Allowances, Or Memberships To Encourage Employees To Maintain A Healthy Lifestyle.
- Tuition Reimbursement: Netflix May Offer Tuition Reimbursement Or Professional Development Opportunities To Help Employees Continue Their Education And Develop Their Skills.
- Employee Assistance Program (EAP): Maps Typically Provide Confidential Resources And Support To Employees Facing Personal Or Work-Related Challenges.
- Flexible Work Arrangements: Netflix Values ??Flexibility And Results, So It May Offer Options For Remote Work Or Flexible Work Schedules.
- Travel And Entertainment:??Depending On The Location, Employees May Receive Benefits Related To Travel, Entertainment, Or Even Access To Netflix Content.
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