Product Support Operations Manager

The Product Support Operations team is the bridge between Netflix CS teams and our partners in Product, Marketing, and other business functions, focusing on agent/operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and agent experience. Product Support Operations Managers (PSOMs) are aligned by functional areas and are deep subject matter experts, advocates for the customer/agent experience, data-savvy influencers, and great communicators. Responsibilities Provide key customer insights and feedback to the Product teams and other internal and external business partners and inform consumer product development with a clear understanding of how people use and feel about our product and what is driving customer service contacts, and advocating for a better user experience. Responsible for operational readiness and effective communication of product features and changes to customer service agents through internal Knowledge Base content and other communication channels.  Responsible for creation and updates of relevant Help Center content (help.netflix.com) and self-service tooling to ensure customers who seek help will find resolution to the most frequently asked questions  Leveraging multiple data sources to provide data-driven analysis and recommendations. Qualifications BS/BA degree required. Master's Degree a plus. 4+ years' experience in one or more of the following areas: Program Management, Product Management, Project Management, Product Marketing or Customer Support. Experience in gathering business insights and identifying trends from data, including a combination of data from multiple sources. Excellent writing and communication skills. Strong user experience focus and experience, preferably with consumer web or related products. Experience in working with global teams across different time zones. Familiarity with customer service environment a huge plus. Desired qualities: Innovative thinking, curious, action oriented, ability to drive improvements, strong relationship builder, excellent analytical and problem solving skills, superior communication skills, highly adaptable, and able to thrive in a fast-paced environment.
Salary Range: NA
Minimum Qualification
5 - 7 years

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