Netflix Product Manager Customer Service 

United States, California 

402901148

• 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

• 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.