Product Manager – Employee Support, Knowledge

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop product roadmaps and collaborate closely with engineering, design, support operations, data, and business stakeholders to prioritize and deliver new products and enhancements.

• Oversee products throughout their complete lifecycle, from discovery and concept development to iterative delivery, launch, adoption, continuous improvement, migration, and phase-out.

• Leverage customer insights and data to prioritize opportunities and evaluate product outcomes.

• Foster alignment among teams, communicate trade-offs, and guide product discussions with engineering, operational partners, and senior leadership.

• Establish a comprehensive understanding of internal support and knowledge products, creating a vision to enhance employee and support-agent experiences.

• Take ownership of product strategy and roadmap for internal tools such as Slack, Zendesk, and Jira along with their integrations.

• Direct product strategy for the Netflix Knowledge Platform, enhancing knowledge creation, management, governance, discovery, and utilization.

• Collaborate with support teams, employees, and stakeholders to comprehend customer needs, pinpoint pain points, and validate opportunities through research, data, and feedback.

• Define and enhance the data foundation for understanding support demand, recurring issues, product performance, and actionable insights.

⛳️ Requirements

• Over 5 years of product management experience leading enterprise or consumer products.

• Proven experience managing products through their entire lifecycle, from discovery and requirements gathering to development, testing, launch, adoption, and continuous improvement.

• Capability to comprehend complex systems and workflows, creating simple and intuitive experiences across various products and teams.

• Experience utilizing customer insights, data, and metrics to identify opportunities, prioritize investments, and assess product outcomes.

• Ability to balance immediate delivery with a long-term product vision and make informed trade-offs among competing priorities.

• Experience working closely with engineering, design, data, operations, and business stakeholders.

• Strong analytical, problem-solving, written, and verbal communication skills.

• Familiarity with support technology, knowledge platforms, workflow automation, or AI-driven products is advantageous.

🏝️ Benefits

• Health Plans

• Mental Health support

• 401(k) Retirement Plan with employer match

• Stock Option Program

• Disability Programs

• Health Savings and Flexible Spending Accounts

• Family-forming benefits

• Life and Serious Injury Benefits

• Paid leave of absence programs

• Full-time salaried employees are immediately entitled to flexible time off