Product Manager – Remote Senior Leader for Customer Service Platform Innovation & Global Data Experience at Netflix
About Netflix and the Opportunity to Shape Tomorrow’s Entertainment Experience Netflix has redefined how the world discovers, streams, and enjoys storytelling. With more than 200 million subscribers spanning 190+ countries, Netflix is not just a streaming service—it is a cultural phenomenon that connects audiences with the stories they love. As the company continues to expand its portfolio of original series, films, documentaries, and interactive games, the need for an exceptional customer experience becomes paramount. That’s where the Customer Service Platform comes into play, powering every interaction between members and support agents. We are partnering with a leading recruiting firm, Workwarp, to find a visionary Remote Senior Product Manager who will lead the evolution of Netflix’s Customer Service (CS) platform. This role offers a rare chance to influence the strategic direction of a mission‑critical product, work alongside world‑class engineering, design, and data teams, and help ensure that every Netflix member receives seamless, delightful support—no matter where they are in the world. Why This Role Is a Game‑Changer As the senior product leader for the CS platform, you will be at the nexus of technology, data, and human interaction. You will own the roadmap for a suite of tools that empower agents, automate resolutions, and deliver personalized experiences at scale. Your decisions will directly affect key metrics such as first‑contact resolution, Net Promoter Score (NPS), churn reduction, and overall member satisfaction. This is a senior‑level position that operates without direct reports, allowing you to focus entirely on cross‑functional influence, rapid experimentation, and high‑impact delivery. Key Responsibilities – Owning the Future of Customer Service Strategic Roadmap Development: Define, prioritize, and communicate a multi‑year product vision that aligns with Netflix’s global member experience goals and business objectives. Feature Delivery & Integration: Lead the end‑to‑end delivery of new platform capabilities—including feature releases, data pipelines, APIs, and system integrations—by collaborating closely with external vendors and internal engineering, design, and data science teams. Requirement Gathering & Prioritization: Conduct deep discovery sessions with CS operations, support agents, and regional teams to capture nuanced needs, translate them into clear product requirements, and balance short‑term wins with long‑term strategic investments. Risk & Dependency Management: Identify technical, operational, and regulatory risks early; develop mitigation plans; and maintain a transparent risk register that keeps stakeholders informed. Cross‑Functional Leadership: Inspire and align product, engineering, design, analytics, and vendor partners around a shared vision, fostering a culture of collaboration, data‑driven decision‑making, and relentless customer focus. Global Experience Optimization: Analyze differences in support expectations across markets, adapt platform experiences to local nuances, and ensure compliance with regional data privacy regulations. Continuous Improvement: Implement feedback loops, A/B testing, and performance dashboards to measure the impact of releases and iteratively refine the platform. Culture Champion: Model Netflix’s “Freedom & Responsibility” philosophy, embodying transparency, curiosity, and a bias for action while mentoring peers and promoting inclusive teamwork. Essential Qualifications – The Foundations of Success Minimum 4+ years of product management experience delivering B2C or B2B SaaS solutions, preferably within customer service, contact‑center, or communications platforms (CCaaS, CPaaS, UCaaS). Proven ability to make data‑driven decisions, including defining metrics, analyzing large datasets, and using insights to shape product direction. Demonstrated track record of shipping products that measurably improve customer and agent experiences, such as reducing average handling time, increasing self‑service adoption, or boosting NPS. Exceptional written and verbal communication skills, with a talent for crafting compelling presentations, influencing senior stakeholders, and building trust across functional boundaries. Strong collaborative mindset with experience working in matrixed organizations, leading without direct authority, and navigating complex vendor relationships. Solid understanding of modern API architectures, data integration patterns, and cloud‑native development practices. Passion for creating world‑class experiences for members and agents alike, with a relentless focus on empathy, reliability, and simplicity. Preferred Qualifications – The Extra Edge Experience managing products in a globally distributed environment, with sensitivity to cultural, linguistic, and regulatory differences. Background in building or scaling contact‑center platforms using emerging technologies such as AI‑driven chatbots, voice‑bot orchestration, or predictive routing. Familiarity with Netflix’s internal tooling and frameworks (e.g., Metaflow, Spinnaker) or equivalent modern CI/CD pipelines. Advanced degree (MBA, MSc, or related) with a focus on product strategy, technology management, or user experience design. Track record of influencing senior leadership through storytelling, data visualization, and clear business cases. Core Skills & Competencies – What Makes You Thrive Strategic Vision: Ability to think several moves ahead, anticipating market trends and aligning product initiatives with long‑term business objectives. Analytical Rigor: Comfortable diving into SQL, data warehouses, or analytics dashboards to surface insights that guide prioritization. Customer‑Centric Mindset: Empathy for members and agents, translating pain points into elegant product solutions. Design Collaboration: Partner with UX/UI designers to create intuitive, accessible interfaces that delight users. Technical Fluency: Understand the constraints and opportunities of backend services, data pipelines, and third‑party integrations. Leadership Influence: Inspire cross‑functional teams, secure buy‑in, and drive decisions without formal authority. Communication Excellence: Articulate complex ideas clearly, adapt messaging for varied audiences, and deliver persuasive presentations. Adaptability & Agility: Thrive in fast‑moving environments, iterate quickly, and pivot when necessary. Career Growth & Learning Opportunities Netflix is renowned for its “high‑performance culture” that rewards curiosity, innovation, and impact. As a senior product leader, you will have direct access to senior executives and the opportunity to shape a product that touches millions of users daily. Professional development resources include: Mentorship programs with senior product leaders across the organization. Access to internal learning platforms, conferences, and workshops on AI, data science, and product strategy. Opportunities to lead high‑visibility, cross‑functional initiatives that can serve as a springboard to broader leadership roles (e.g., Director of Product, VP of Customer Experience). Participation in Netflix’s global “Culture Day” events, fostering community, inclusion, and shared values. Compensation, Perks & Benefits – Beyond the Salary While the advertised range is $25‑$35 per hour , Netflix offers a total rewards package designed to attract top talent: Competitive base salary with performance‑based bonuses. Stock options and equity participation in Netflix’s continued growth. Comprehensive health, dental, and vision coverage for employees and dependents. Generous paid time off, parental leave, and flexible work arrangements (fully remote). Professional development stipend and tuition reimbursement. Wellness programs, mental‑health resources, and employee assistance services. Annual “Netflix Experience” retreats, fostering team bonding and cultural immersion. Work Environment & Culture – The Netflix Way Netflix’s culture is built on a foundation of “Freedom & Responsibility.” Team members are trusted to make bold decisions, act with autonomy, and hold themselves accountable for outcomes. As a remote employee, you will: Enjoy a flexible schedule that respects work‑life balance while delivering impact. Collaborate with a globally distributed, high‑performing team using modern communication tools (Slack, Zoom, Asana). Participate in regular virtual “product reviews,” “town halls,” and “innovation sprints” that keep the entire organization aligned. Benefit from a transparent environment where data, feedback, and ideas are openly shared. Experience a culture that celebrates diversity, inclusivity, and the unique perspectives each employee brings. Application Process – Take the Next Step If you are excited about shaping the future of customer service for one of the world’s most beloved entertainment brands, we want to hear from you. To apply: Prepare an up‑to‑date résumé highlighting your product management achievements, especially within SaaS or support platforms. Compose a succinct cover letter that illustrates your passion for customer experience and how your background aligns with the role. Submit your application through the link provided below. Our recruiting team will review your materials and reach out to schedule an initial conversation. Ready to Make an Impact? Join Netflix’s dynamic CS product team, bring your vision to life, and help millions of members enjoy uninterrupted entertainment. Apply now and become a pivotal part of the story that continues to define how the world watches TV. Apply to This Position Apply for this job