Job description
Los Angeles, California
Customer Service
At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need our help from time to time, and that’s where our Global Customer Service (CS) organization focuses; providing amazing interactions with our subscribers around the world. Our goal is excellence, simplicity, and getting our members back to streaming. Netflix is looking for a talented Product Support Operations Manager for our Games portfolio to join our Product Support Operations (PSO) team.
The Product Support Operations team is the bridge between Netflix CS teams and our partners in Product, Games, Content, Marketing, and other business functions, focusing on agent and 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 and agent experience, data-savvy influencers, and great communicators.
The role will report to the Manager, Product Support Operations, and can be based out of our Los Gatos or Los Angeles offices in a hybrid onsite setting (2-3 days) and virtual setup.
Responsibilities:
- Provide key customer insights and feedback to the Product teams and other internal and external Games Studio 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.
- Be a subject matter expert (SME) in the Games space, help to build a Games CS Support strategy aligning with the Games Product, Operations, and Studio teams.
Qualifications:
- 4+ years experience in one or more of the following areas: Program Management, Product Management, Project Management, Product Marketing, Community Support or Customer Support.
- Background and familiarity with the game industry (mobile a plus), launch operations, or player support/QA.
- 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 games or related products.
- Experience in working with global teams across different time zones.
- Experience working with game developers and/or publishers is a plus.
- Familiarity with the customer service environment is 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.
At Netflix, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.
The overall market range for roles in this area of Netflix is typically $50,000 - $265,000.
This market range is based on total compensation (vs. only base salary), which is in line with our compensation philosophy. Netflix is a unique culture and environment. Learn more here.
jjbodyshop.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, jjbodyshop.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, jjbodyshop.com is the ideal place to find your next job.