Responsibilities:

• Provide product management leadership for our contact center platform including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through closely working with our third-party solution providers. 
• Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
• Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
• Manage integrations and adoption of product features through close collaboration with our engineering and data scientist teams as well as third-party solution providers and/or consulting firms. 
• Understand differences in support expectations in different regions around the world, and tailor experience accordingly.
• Expand product management responsibility to other tools as business needs present.  
• Embody the unique Netflix culture

What We’re Looking For

• 5+ years of experience in product management for consumer or internal-facing products.
• Prior experience focusing on Customer Service contact centers is a must.
• Prior experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS whether 3rd party or in-house build is a must.
• Ability to make tough decisions informed by both data and judgment.
• Deep focus on delivering a great customer and agent experience.
• Demonstrated record of executing projects that measurably improved customer and agent experiences.
• Organizational leadership and influence without authority
• Outstanding written and verbal communication skills: great memos and presentations, an ability to build trust and create collaborative partnerships cross-functionally is extremely important
• Ability to inspire, motivate and lead designers and engineers
• Experience working on global products is also beneficial