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 Global 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 Content Strategy Manager to join our Product Support Operations (PSO) team in Los Gatos to drive the content strategy for Customer Service content.
The Product Support Operations team is the bridge between Netflix CS teams and our partners in Product, Marketing, and other business functions, focusing on agent/operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and agent experience. The Content Strategy Manager will manage a team of editors and content creators and drive the content strategy for Help Center and internal customer service knowledge base content.
Drive the content strategy for Customer Service content (Help Center and internal knowledge base articles, customer service email messages, as well as other materials)
Help to lead and build out a team of editors, content strategists, and content creators as the strategy evolves
Help the team influence strategic decisions around content tools and capabilities
Refine and implement information architecture decisions
Create and edit content and templates
Define and manage success metrics for Help content
Leverage multiple data sources to provide data-driven analysis and content recommendations
Ensure content style, tone, and format meet the evolving expectations of a global audience
Partner closely with the localization team
Identify opportunities to enhance imagery and multimedia in support content
Partner on driving self-service strategy with product, engineering, and design teams
BS/BA degree required. Master’s Degree a plus
5+ years of experience
Extensive technical writing experience. Writing for customer service organizations a plus
Exceptional writing, editing, and communication skills
Ability to develop and communicate content strategy, direction, and innovation
Experience with information architecture and content management
Desired qualities: Innovative thinking, curious, action oriented, ability to drive improvements, strong relationship builder, superior communication skills, highly adaptable, and able to thrive in a fast-paced environment.
Netflix is the world’s leading Internet television network with over 100 million members in over 190 countries enjoying more than 125 million hours of TV shows and movies per day, including original series, documentaries and feature films. Members can watch as much as they want, anytime, anywhere, on nearly any Internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.