Product Support Operations Manager

Job Description

Purpose & overall Relevance for the Organization

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 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 (PSOM) for the EMEA region. The PSOM function is the bridge between Netflix CS teams and our regional and global partners in Partnerships, Partner Payments, Public Policy, 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.

In short, the PSOM role supports CS through facilitation of stakeholder relationships and agent readiness communication. As a member of the Regional Customer Service team, the PSOM will work closely with other regional cross functional teams to support the information flow back into the business as well as to the front line support teams. The PSOM role is a great advocate of CS to other Netflix teams and helps in championing the member experience in all forthcoming product rollouts and other initiatives.

This role will report to the Director of Customer Service, EMEA and will include working hours that may include late afternoon and evenings at times to accommodate meetings across time zones, as well as occasional travel (not frequent). Experience in the Partnerships space, preferably Partner Payments, is a must.

Key Responsibilities
• Responsible for operational and agent readiness and effective communication of product features and changes to our outsourced 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.
• Support the CS organization by maintaining close stakeholder engagement with key regional cross-functional stakeholders outside of CS to ensure that CS remains up to date with any upcoming product changes that will impact our customers.
• Stakeholder team examples: regional Partnerships, Partner Payments, Content, Legal, PR, etc.
• Support the CS organization by proactively identifying and communicating on product or business changes that impact CS - projects, launches, and initiatives, before, during, and after.
• Proactively flag any upcoming product changes that will drive contact volume, increased agent complexity, or any other impact to the customer or CS.
• Facilitate communication and prioritization of feedback and recommendations from CS to stakeholder teams.
• Support the CS organization through project management of new initiatives, launches, etc. where relevant / necessary.
• Collaborate within the CS organization to help streamline and optimize workflows.
• Where required, respond to ad hoc requests from within the organization or from the front line operation, e.g. around sensitive content or other incidents.
• Where required and relevant, provide data-driven analysis and recommendations leveraging multiple data sources.

Key Relationships
• Regional and Global cross-functional teams within CS such as SP&A, CSI, CEM, WFM, L&D, Technical Escalations.
• Regional and Global cross-functional teams outside of CS such as Partnerships and Payments, Product, Content, Brand, Legal, Public Policy, PR, Marketing, etc.

Knowledge and Skills
• Excellent communication skills: exceptionally high level of English proficiency (written and verbal). Excellent at quickly grasping and concisely conveying complex subject matter.
• Excellent presentation skills: ability to present matters concisely and compellingly to help drive operational excellence in a fact-based manner.
• Strong ability to absorb large amounts of (written) information from multiple sources (often memos) and extract key information.
• Excellent collaboration skills: driven to work alongside and through others. Driven to contribute as an IC to the success of the team. Driven to collectively drive business results.
• Proven excellence in data analysis: ability to draw conclusions from complex data and operations environments to come up with recommendations, solutions and initiatives.
• Functional expertise of Partnerships and Partner Payments is a requirement.
• Problem solving mindset.
• Strong ability to deal with ambiguity.
• Knowledge of Tableau, PowerBI, or other data visualization and reporting tools.
• Functional expertise of CS is a plus.

Experience
• Product experience
• Stakeholder management
• Project management
• Proven track record in a similar role
• 5+ years' experience in one or more of the following areas: Program Management, Product Management, Project Management, Product Marketing, or Customer Support.
• Strong user experience focus and experience, preferably with consumer web or related products.
• Desired qualities: Innovative thinking, curiosity, action oriented, ability to identify and drive improvements, strong relationship builder, excellent analytical and problem solving skills, highly adaptable, organized, and able to thrive in a fast-paced environment.

Jobcode: Reference SBJ-r0zq8e-3-145-166-7-42 in your application.