Product Manager - Customer Experience Platforms

Netflix; Harrisburg (Dauphin County); On-site; USD 27,552 - 41,328; Full time

Job summary

Netflix is seeking an experienced Product Manager to guide and shape the product management for understanding and content management systems used by its global customer service teams. You will collaborate with design, engineering, operations, and analytics to deliver enhancements to customer and agent experiences and to power scalable CS platforms.

The role requires 3+ years in product management for consumer or internal products, strong data-driven decision making, cross-functional leadership,

Qualifications

• Three+ years of product management experience for consumer or internal products.
• Ability to make hard decisions informed by data and judgment.
• Deep focus on delivering a great customer and agent experience.
• Proven track record of executing initiatives that measurably improved customer and agent metrics.
• Strong cross-functional leadership and collaboration.
• Excellent written and verbal communication skills.
• Experience leading designers and engineers.
• Experience with KMS/CMS products.

Responsibilities

• Provide product management for knowledge and content management systems, including features, data pipelines, APIs, and integrations.
• Help define strategy, capture requirements, prioritize, identify dependencies, and build a roadmap.
• Collaborate with CS teams to understand visions and deliver optimal solutions.
• Oversee development and delivery of product features with engineering and data science teams.
• Align support expectations across regions with tailored experiences.
• Expand product management responsibilities to additional tools as needed.
• Embed Netflix culture.

Skills

Product management

Cross-functional leadership

Data-driven decision making

Customer/agent experience focus

Communication skills

Leadership without authority

Education

Bachelor's Degree

Tools

KMS

CMS

Job description

Netflix is seeking an experienced Product Manager to guide and shape the product management for understanding and content management systems used by its global customer service teams. You will collaborate with design, engineering, operations, and analytics to deliver enhancements to customer and agent experiences and to power scalable CS platforms.

The role requires 3+ years in product management for consumer or internal products, strong data-driven decision making, cross-functional leadership,