Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

• 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.

• 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.