Product Manager, Customer Service

Netflix is one of the world's leading entertainment services, with 283 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.

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' experience with our Help Center site. 

As a Product Manager of Customer Service, you will take strategic ownership of the Netflix Help Center platform (help.netflix.com) and its associated support contact intake experience, with a primary focus on pre-chat experience. Your mission is to build and execute a visionary roadmap that continuously enhances the Help Center platform, ensuring it provides the most seamless and efficient customer experience possible. You will leverage your extensive expertise to integrate Generative AI (GenAI) technologies, including GenAI chat experiences, to revolutionize how our customers find help, self-serve, and connect with customer support representatives.

Key Responsibilities:

• Own the end-to-end product management for the Netflix Help Center site, including chat and GenAI adoption to enhance issue resolution and the overall customer support experience.

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

• Collaborate with the insights team to gather and analyze customer feedback to identify pain points and prioritize impactful features including self-service options and advanced search capabilities.

• Monitor KPIs like search volume, customer satisfaction, and contact rate to measure and improve Help Center effectiveness.

• Collaborate with the data science team to develop and execute A/B tests to optimize elements like search functionality and navigation, analyzing results to drive improvements.

• Deliver innovative customer experience solutions through close collaboration with cs, design, engineering, and data engineering and scientist teams as well as third-party solution providers and/or consulting firms.

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

• Embody the unique Netflix culture

What We’re Looking For:

• 7+ years of product management experience in consumer products, with a proven track record of executing projects that measurably enhance customer experiences.

• A deep understanding of Customer Service business and prior experience managing a Help Center site 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.

• Ability to make informed and strategic decisions using both data and judgment, with a focus on delivering exceptional customer experiences.

• Demonstrated organizational leadership and influence without relying on hierarchy, inspiring and motivating cross-functional teams.

• Outstanding written and verbal communication skills, with the ability to create compelling memos and presentations.

• Experience with customer service and global products is a plus, along with a passion for exploring new technologies like GenAI to drive innovation.

• Strong understanding of A/B testing methodologies and data analysis techniques to drive product improvements.

• Experience with user research and user experience design principles to ensure a customer-centric approach.

• Ability to interpret data and translate insights into actionable improvements for the Help Center platform.

• Experience with GenAI chat technologies to enhance customer support interactions.

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 here.

Netflix is a unique culture and environment.  Learn more here.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity 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.