Product Manager, Customer Service

Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Role

We want to ensure that nothing gets between our members and their favorite shows, movies, and games. Netflix Customer Service (CS) is here to assist customers when they need help. 

The CS Technology team is part of the CS organization. It is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future. We are looking for an experienced product manager to lead and manage innovation to improve our members' and support agents’ experience with our member management platform. 

In this role, you will need to have the passion and ability to wear multiple hats, partnering with design, engineering, operations, insights, and analytics teams across the Product and Customer Service organization as well as third-party solution providers to deliver the best in class enterprise platform experience that enables our customer service team to provide great customer experience when contacting Netflix CS.

As a Product Manager, you’ll be the key player in shaping the future of our member management enterprise platform and helping to create and execute the long-term strategy and prioritized roadmap. Although this is a senior role, like most other PMs at Netflix you will be focused on leading a cross-functional team, without direct reports, so you can focus on having an enormous impact on our customer and agent experience without managing an organization.

 Responsibilities:

• Provide product management leadership for our member management platform including features, capabilities, data pipelines, APIs, and integrations with a third-party solution(s). 

• Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.

• Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.

• Manage the development and delivery of product features through close collaboration with our engineering and data scientist teams as well as third-party solution partners and/or consulting firms. 

• Understand differences in support expectations in different regions around the world and tailor the experience accordingly. This includes nuanced differences among Netflix's different services/products, such as Streaming, Games, Live Experiences, Ads, etc.

• Expand product management responsibility to other tools as business needs present.  

• Embody the

What We’re Looking For

• 5+ years of experience in product management for consumer or internal-facing products is a must.

• A deep understanding of Customer Service business and contact center business is a must. 

• Prior experience working with member management products, whether third-party or in-house build, is a must.

• Quick learner and the ability to work in a fast-paced global environment.

• Exceptional multitasking abilities who thrive in high-pressure environments and can effectively manage multiple priorities.

• Outstanding written and verbal communication skills: great memos and presentations, and an ability to build trust and create collaborative partnerships cross-functionally are extremely important.

• Organizational leadership and influence without authority.

• Ability to make tough but informed decisions with both data and judgment.

• Ability to inspire, motivate, and lead designers and engineers.

• Demonstrated record of executing projects that measurably improved customer and agent experiences.

• Deep focus on delivering a great customer and agent experience.

• Experience working on global products and enterprise platforms is also beneficial.

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $160,000 - $390,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs.  Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits .

Netflix is a unique culture and environment.  Learn more .

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.