Experienced Full Stack Product Manager – Web & Cloud Application Development for Netflix Customer Service

About Netflix

With over 200 million subscribers worldwide, Netflix is a household name that has revolutionized the way we consume entertainment. At the heart of this success lies a team of dedicated professionals who work tirelessly to ensure that every user has an exceptional experience. As a key player in the Netflix Customer Service team, you will be part of a dynamic and innovative organization that is constantly pushing the boundaries of what is possible.

About the Role

We are seeking an experienced Product Manager to lead and oversee the development of our contact center stage, ensuring that our customers and support specialists have an exceptional experience. As a Product Manager, you will be responsible for driving the strategy and execution of our contact center platform, working closely with cross-functional teams, including design, engineering, operations, and information design groups, as well as external partners and vendors.

Key Responsibilities

• Provide product management leadership to our contact center stage, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our external partner suppliers.
• Assist in defining strategy, capture requirements, explain prioritization, identify conditions, moderate risks, and obstacles, deliver, and create a roadmap.
• Collaborate with every CS functional team to better understand their vision and challenges and deliver the best solutions together.
• Manage integrations and adoption of products, including close collaboration with our engineering and data scientist teams, as well as external partner suppliers and consulting firms.
• Grasp differences in support expectations in various regions around the world, and designer experience as well.
• Grow product management responsibility to other tools as business needs present.
• Embody the unique Netflix culture.

What We're Looking For

We are seeking a highly experienced and skilled Product Manager who can lead and drive the development of our contact center stage. The ideal candidate will have:

• 4+ years of experience in product management for consumer or internal-facing products.
• The ability to make tough decisions informed by both data and judgment.
• A deep focus on delivering an exceptional customer and support specialist experience.
• A proven track record of executing projects that quantifiably improved customer and support specialist experiences.
• Organizational leadership and influence without authority.
• Exceptional written and verbal communication skills: great updates and presentations, the ability to build trust and create collaborative organizations cross-functionally is critical.
• The ability to motivate, propel, and lead creators and designers.
• Related experience working with CCaaS, CPaaS, UCaaS, and CRM products whether an external or in-house build.
• Related experience focusing on Customer Support.
• Experience working on global products is also beneficial.

What We Offer

As a Product Manager at Netflix, you will have the opportunity to work on a wide range of exciting projects, collaborate with a talented team of professionals, and contribute to the development of our contact center stage. We offer a competitive salary, comprehensive benefits package, and a dynamic work environment that is committed to innovation and excellence.

Why Join Us?

At Netflix, we are passionate about delivering exceptional customer experiences and creating a culture that is inclusive, diverse, and supportive. As a Product Manager, you will have the opportunity to work on a wide range of exciting projects, collaborate with a talented team of professionals, and contribute to the development of our contact center stage. We offer a competitive salary, comprehensive benefits package, and a dynamic work environment that is committed to innovation and excellence.

How to Apply

If you are a highly experienced and skilled Product Manager who is passionate about delivering exceptional customer experiences and creating a culture that is inclusive, diverse, and supportive, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that outlines your experience, skills, and qualifications for the role.

Equal Employment Opportunity

Netflix is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, diverse, and supportive, and we encourage applications from candidates who share our values.