Uncubed

Manager, CS Content and Self Service

Netflix, Los Gatos, California

Leading subscription service for watching TV episodes and movies


At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need help from time to time, and that’s where our Global Customer Service (CS) organization comes in.  We focus on providing simple and effective answers, so that our members can get back to doing what they love - watching Netflix. Netflix is looking for a talented Manager of Customer Service Knowledge and Content to lead a team in Los Gatos.

The ideal candidate should be a proven leader driving customer self service support solutions and content management.  We are looking for individuals that have had significant wins providing an amazing self service experience within mobile apps, online help centers, and other digital products / channels.  This leader should be able to masterfully partner with CS operations, localization, and engineering teams to bring their self service and content management vision to life.  

Responsibilities:

  • Responsible for the product management and vision of our digital self service support solutions.
  • Lead a team of Content Specialists, SEO Specialist, and Editors.
  • Define and execute on a customer self service support vision and the content management tactics to fuel that vision.
  • Own the product roadmap of the CMS and tools required to streamline content operations.
  • Derive CS content opportunities using quantitative and qualitative analysis. You are able to take the analysis and present a compelling vision for change to others for debate.
  • Lead the setup and execution of A/B tests to iterate on providing an amazing customer self service UX.
  • Develop a CS content structure that supports all consumption channels (help.netflix.com, internal CRM for agents, in-app and more).
  • You are passionate about providing great customer service at every touchpoint.
  • Partner with our localization team to optimize content time to market in all regions.­
  • Continuously iterate and improve on knowledge base content to ensure accuracy and relevance.­
  • Collaborate with appropriate cross functional groups to test and deliver integrated knowledge solutions within the product.

Qualifications:

  • BA/BS and 5+ years experience in digital consumer product management and content management.   
  • 3+ years experience leading teams.
  • Experience with enterprise content management systems (custom or vendor).­
  • Deep comfort working with web analytics tools such as Google Analytics, Tableau, Microstrategy, etc.­
  • Experience driving features of content management systems (in-house built or open source experience a plus).­
  • Excellent written and spoken communication skills.­
  • Basic web authoring language experience a plus (HTML, CSS, JS).­
  • Experience with JIRA or similar.­
  • Experience working within a globally distributed organization with localized content.

About Netflix

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.

Want to learn more about Netflix? Visit https://www.netflix.com/