Product Manager - Employee Support & Knowledge

Netflix•Sacramento, CA

5d•$310,000 - $545,000

About The Position

The N-Tech Product team is focused on building enterprise solutions to drive productivity, efficiency and effectiveness of our customers, both through traditional product and eSass technology. We are user-obsessed and build tools that make the business thrive, and our focus on internal productivity covers many cross-cutting teams at Netflix. We are looking for a Product Manager to join the team and help build our next generation of enterprise applications focused on collaboration technology space with experience in enterprise SaaS products. In this role, you will own and manage a portfolio of enterprise products, lead product strategy, partner with teams who lead tactical project execution, creatively solve business problems, have a keen eye for product design and cross-functionally collaborate with designers, engineers, stakeholders and other product managers to build scalable and secure products.

Requirements

5+ years of product management experience leading enterprise or consumer products.
Experience managing products through the full lifecycle, from discovery and requirements through development, testing, launch, adoption, and continuous improvement.
Ability to understand complex systems and workflows and create simple, intuitive experiences across multiple products and teams.
Experience using customer insights, data, and metrics to identify opportunities, prioritize investments, and measure product outcomes.
Ability to balance near-term delivery with a longer-term product vision and make thoughtful tradeoffs across competing priorities.
Experience partnering closely with engineering, design, data, operations, and business stakeholders.
Strong analytical, problem-solving, written, and verbal communication skills.

Nice To Haves

Experience with support technology, knowledge platforms, workflow automation, or AI-powered products is a plus.

Responsibilities

Create product roadmaps and work closely with engineering, design, support operations, data, and business stakeholders to prioritize and deliver new products and enhancements.
Manage products through their full lifecycle, from discovery and concept development through iterative delivery, launch, adoption, continuous improvement, migration, and deprecation.
Use customer insights and data to prioritize the opportunities that deliver the greatest employee and business impact and to measure whether products are achieving their intended outcomes.
Build alignment across teams with different needs and priorities, communicate tradeoffs clearly, and lead product discussions with engineering, operational partners, and senior leaders.
Develop a deep understanding of the internal support and knowledge products you will own and create an enduring vision for how they work together to improve the employee and support-agent experience.
Own the product strategy and roadmap across internal tools such as Slack, Zendesk, and Jira and the integrations connecting these platforms.
Lead the product strategy for the Netflix Knowledge Platform, improving how knowledge is created, managed, governed, discovered, and consumed by employees, support teams, content owners, and AI-powered experiences.
Partner with support teams, employees, and other stakeholders to understand customer needs, identify pain points, and validate product opportunities through research, data, and feedback.
Define and improve the data foundation needed to understand support demand, identify recurring issues, measure product performance, and provide actionable insights to support teams.