Product Manager – Knowledge & Content Platforms (CS Tech)

Netflix; City of Albany (NY); On-site; USD 27,552 - 41,328; Full time

Job summary

Netflix in New York, USA is seeking a Product Manager to lead product strategy for CS Technology. You will oversee development and operation of knowledge management and content management solutions to improve agent and customer experiences.

You will partner with engineering, data science, and design teams to ship and iterate features, localize support for global regions, and expand product ownership to new tools as the enterprise grows.

Qualifications

• Experience in making data-driven decisions and exercising judgment.
• Delivering great experiences for both customers and agents.
• Track record of improving customer and agent experiences.
• Strong leadership and influence skills, often without formal authority.
• Excellent written and verbal communication: clear memos, presentations, and persuasion skills.
• Ability to motivate and lead designers and engineers.
• Prior experience with KMS/CMS products, whether pre-production or in-house.
• Previous focus on customer service products.
• Experience with high-quality product ownership structures is a plus.
• International product experience is also beneficial.

Responsibilities

• Provide product ownership for knowledge management & content management structures, including features, data pipelines, APIs, and integrations.
• Drive product roadmap – gather requirements, prioritize, assess dependencies, mitigate risks, and communicate progress.
• Work with CS functional groups to understand vision and pain points and to deliver scalable, high-quality solutions.
• Partner with engineering and data science teams to ship and iterate product features.
• Localize support experiences for global regions, tailoring to local user needs.
• Expand product responsibilities to new tools as the enterprise requires.

Skills

Data-driven decisions

Customer experience

Leadership

Communication

Influence without authority

KMS/CMS experience

Customer service products

Global product experience

Education

Bachelor's Degree

Job description

Netflix in New York, USA is seeking a Product Manager to lead product strategy for CS Technology. You will oversee development and operation of knowledge management and content management solutions to improve agent and customer experiences.

You will partner with engineering, data science, and design teams to ship and iterate features, localize support for global regions, and expand product ownership to new tools as the enterprise grows.