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Project Manager, Customer Service

Netflix

Netflix

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Customer Service, Operations
Los Gatos, CA, USA
Posted on Friday, February 9, 2024
Netflix is one of the world's leading entertainment services with over 260 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.
As Netflix continues to evolve and the complexity of our business grows, we are looking for a Project Manager to join the Customer Service Team to further our vision to make the Netflix experience even better. The Project Manager will play a key role in liaising with leadership and cross-functional stakeholders to translate strategic initiatives into operational plans to elevate the customer experience, returning our members to the joy of streaming and gaming. This Project Manager must be able to work independently, and have a high degree of ownership and accountability, while also working collaboratively when necessary. Cross-team coordination, project management, and excellent communication skills are essential in order to meet our top priorities.

Key Responsibilities:

  • Proactively manage the portfolio of Customer Service projects to ensure strategic alignment and track progress to ensure deliverables are completed on time, risks are flagged, and key milestones are achieved.
  • Collaborate with senior leadership within Customer Service to align on global strategic initiatives across different stakeholder teams.
  • Participate in, and lead where appropriate, strategic cross-functional projects for critical deliverables.
  • Create, update, and maintain all project plan docs, and communicate project status updates to broader organization.
  • Develop and evaluate project effectiveness, pivoting program design and delivery as needed.
  • Exhibit strong business acumen to understand the Customer Service vision, priorities, goals and objectives and translate into actionable plans.
  • Identify and surface areas of strategic misalignment, operational dependencies, resourcing needs, change management and communication needs.
  • Own ongoing prioritization mechanisms, developing a transparent approach to communicating priorities and progress such that Customer Service teams can self-manage accordingly.

Experience:

  • 8+ years of relevant experience as an Operations Program Manager or Project Manager or in roles partnering with leaders in a similar capacity (planning, leading, supporting, and scaling large cross-functional initiatives)
  • Strong problem-solving skills, exceptional judgment, critical and analytical thinking with the ability to adjust communication style for various audiences
  • Ability to clearly articulate complex issues verbally, through memo writing and visual presentations.
  • Passion for Netflix culture, our customers, agents, and stakeholders.
  • Evaluate project effectiveness and make trade-offs to pivot program design and delivery, as needed, to meet deadlines.
  • Adept at the use of survey and assessment tools to identify business needs and measure the effectiveness of solutions.
  • Demonstrate exceptional group process and facilitation skills.
  • Customer Service contact center industry experience is a plus.
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $160,000 - $390,000.
Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.
Netflix is a unique culture and environment. Learn more here.

This job is no longer accepting applications

See open jobs at Netflix.