Product Manager - Employee Support & Knowledge

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

The N-Tech Product team is focused on building enterprise solutions to drive productivity, efficiency and effectiveness of our customers, both through traditional product and eSass technology We are user-obsessed and build tools that make the business thrive, and our focus on internal productivity covers many cross-cutting teams at Netflix.

We are looking for a Product Manager to join the team and help build our next generation of enterprise applications focused on collaboration technology space with experience in enterprise SaaS products. In this role, you will own and manage a portfolio of enterprise products, lead product strategy, partner with teams who lead tactical project execution, creatively solve business problems, have a keen eye for product design and cross-functionally collaborate with designers, engineers, stakeholders and other product managers to build scalable and secure products. 

About You:

You are a curious and creative product leader who thrives in ambiguity and brings clarity to complex problems spanning multiple platforms, workflows, and teams. You balance strategic thinking with a bias toward execution and can lead products from discovery through launch and adoption. You use customer insights and data to identify opportunities, make thoughtful tradeoffs, and create intuitive product experiences. You understand how support platforms, knowledge, automation, data, and AI can work together to improve self-service, agent productivity, and the employee support experience. You are skilled at managing stakeholders, building cross-functional alignment, and communicating effectively with engineers, operational partners, customers, and executives.

Responsibilities:

• Create product roadmaps and work closely with engineering, design, support operations, data, and business stakeholders to prioritize and deliver new products and enhancements.

• Manage products through their full lifecycle, from discovery and concept development through iterative delivery, launch, adoption, continuous improvement, migration, and deprecation.

• Use customer insights and data to prioritize the opportunities that deliver the greatest employee and business impact and to measure whether products are achieving their intended outcomes.

• Build alignment across teams with different needs and priorities, communicate tradeoffs clearly, and lead product discussions with engineering, operational partners, and senior leaders.Develop a deep understanding of the internal support and knowledge products you will own and create an enduring vision for how they work together to improve the employee and support-agent experience.

• Own the product strategy and roadmap across internal tools such as Slack, Zendesk, and Jira and the integrations connecting these platforms.

• Lead the product strategy for the Netflix Knowledge Platform, improving how knowledge is created, managed, governed, discovered, and consumed by employees, support teams, content owners, and AI-powered experiences.

• Partner with support teams, employees, and other stakeholders to understand customer needs, identify pain points, and validate product opportunities through research, data, and feedback.

• Define and improve the data foundation needed to understand support demand, identify recurring issues, measure product performance, and provide actionable insights to support teams.

Requirements:

• 5+ years of product management experience leading enterprise or consumer products.

• Experience managing products through the full lifecycle, from discovery and requirements through development, testing, launch, adoption, and continuous improvement.

• Ability to understand complex systems and workflows and create simple, intuitive experiences across multiple products and teams.

• Experience using customer insights, data, and metrics to identify opportunities, prioritize investments, and measure product outcomes.

• Ability to balance near-term delivery with a longer-term product vision and make thoughtful tradeoffs across competing priorities.

• Experience partnering closely with engineering, design, data, operations, and business stakeholders.

• Strong analytical, problem-solving, written, and verbal communication skills.

• Experience with support technology, knowledge platforms, workflow automation, or AI-powered products is a plus.
   

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 details 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.

Job is open for no less than 7 days and will be removed when the position is filled.