Senior Product Manager, Customer Service Experience - Contact Centre Platform Innovation

Join the Team Revolutionizing Customer Experience at Netflix

At Netflix, we're on a mission to entertain the world, with over 200 million members across the globe enjoying their favorite shows, movies, and games. To ensure an uninterrupted viewing experience, our Customer Service (CS) team is dedicated to providing top-notch support. As a Senior Product Manager, Customer Service Experience, you'll play a pivotal role in shaping the future of our contact centre platform, driving innovation, and delivering exceptional client and agent experiences.

About the Role

The CS Innovation team is an integral part of the Customer Service organization, responsible for ensuring the right tools and technologies are in place to support the operation, growth, and scalability of the business. We're seeking an experienced Product Manager to lead the development and improvement of our contact centre platform, working closely with cross-functional teams, including design, engineering, operations, and data engineering, as well as third-party solution providers.

Key Responsibilities

• Provide product management leadership for our contact centre platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with internal tools.
• Collaborate with CS functional teams to understand their vision and challenges, and deliver the best possible solutions.
• Define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and obstacles, communicate, and create a roadmap.
• Manage integrations and adoption of product features through close collaboration with engineering and data scientist teams, as well as third-party solution providers and consulting firms.
• Understand differences in help expectations across various regions and tailor the experience accordingly.
• Expand product management responsibility to other tools as business needs arise.
• Embody the unique Netflix culture, driving innovation and excellence.

Essential Qualifications

To succeed in this role, you'll need:

• 3+ years of experience in product management for customer or internal-facing products.
• The ability to make tough decisions informed by both data and judgment.
• A deep focus on delivering an exceptional client and agent experience.
• A proven track record of executing projects that quantifiably improved client and agent experiences.
• Organizational leadership and influence without authority.
• Excellent written and verbal communication skills, with the ability to build trust and create collaborative relationships cross-functionally.

Preferred Qualifications

To take your application to the next level, you'll ideally have:

• Experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house built.
• A background focusing on Customer Service.
• Experience working on global products.
• The ability to inspire, motivate, and lead engineers and developers.

What We Offer

As a Senior Product Manager at Netflix, you'll enjoy:

• A competitive salary of $27/Hour.
• A dynamic, remote work environment with flexible hours.
• Opportunities for career growth and professional development.
• A culture that values innovation, creativity, and excellence.
• A comprehensive benefits package and perks.

Why Join Netflix?

At Netflix, we're passionate about creating an exceptional customer experience. As a Senior Product Manager, Customer Service Experience, you'll be at the forefront of driving innovation and shaping the future of our contact centre platform. With a talented team, cutting-edge technology, and a culture that encourages collaboration and creativity, you'll have the opportunity to make a meaningful impact and grow your career.

If you're a motivated and experienced Product Manager looking to join a team that's revolutionizing the entertainment industry, we want to hear from you. Apply now to become a part of the Netflix team and help us deliver an unparalleled customer experience.

Location and Work Arrangement

This is a full-time, remote position based in Florida, USA. You'll work 8 hours a day, collaborating with cross-functional teams and stakeholders to drive the success of our customer service organization.

Join us in shaping the future of customer experience and entertainment. Apply today!