Product Manager – Employee Support

About the Role

We are seeking an experienced Product Manager to lead a portfolio of internal enterprise tools that power how Netflix employees get help, collaborate, and stay productive. This role sits at the intersection of product strategy, support operations, and modern collaboration technology. You will own the vision and roadmap for platforms that reduce friction for employees while making support agents significantly more effective.

The work centers on building the next generation of employee support experiences. You will shape how people request help, how agents resolve issues, and how the company continuously learns from support demand. Success means fewer repetitive tickets, faster resolution times, higher self-service rates, and clearer data that helps teams prevent problems before they reach the help desk.

What You Will Own

• Define and drive the product strategy and multi-quarter roadmap for internal support and collaboration tools, including platforms such as Slack, Zendesk, Jira, and the custom integrations that connect them.
• Lead products through the complete lifecycle — discovery, concept validation, iterative delivery, launch, adoption, measurement, continuous improvement, migration, and eventual deprecation when better solutions emerge.
• Partner closely with engineering, design, support operations, data teams, and business stakeholders to turn ambiguous problems into clear priorities and ship high-impact solutions.
• Use qualitative research, quantitative data, and direct feedback from employees and agents to identify the highest-leverage opportunities and to measure whether shipped products actually deliver the intended outcomes.
• Build and maintain a robust data foundation that surfaces support demand patterns, recurring issues, product performance, and actionable insights for operational partners.
• Create simple, intuitive experiences across complex, multi-platform workflows so that both employees and support agents can move faster with less cognitive load.
• Balance near-term delivery needs with a longer-term product vision, making thoughtful trade-offs and communicating those trade-offs clearly to senior leaders and cross-functional partners.

How You Will Work

You thrive in ambiguity and turn complexity into clarity. You move fluidly between strategic conversations with executives and detailed discussions with engineers about system design and edge cases. You are equally comfortable running discovery interviews, analyzing support metrics, writing crisp product requirements, and presenting roadmap options that force hard prioritization decisions.

Collaboration is central. You will work side-by-side with designers who care deeply about craft, engineers who build scalable and secure systems, and operational partners who live the daily reality of employee support. Your ability to create alignment across groups with different incentives and time horizons will determine how much impact the team can deliver.

You bring a strong point of view on how support platforms, workflow automation, and AI can combine to improve self-service, agent productivity, and the overall employee experience — without creating new complexity or eroding trust.

What Success Looks Like

• Employees find answers faster and escalate less often because the tools are intuitive and the knowledge base is well-maintained.
• Support agents spend more time on high-value work and less time on repetitive tasks because automation and smart routing remove friction.
• Leadership has clear, trusted data on support volume, root causes, and product impact so they can make better resource and investment decisions.
• The portfolio of tools is coherent, secure, and scalable rather than a collection of disconnected point solutions.
• Adoption and satisfaction metrics improve over time, and the products you launch become part of how Netflix works every day.

Ideal Background

You have led enterprise or consumer products through the full lifecycle and understand how to turn customer insights and data into prioritized roadmaps. You are comfortable with complex systems and workflows and have a track record of simplifying them. Experience with support technology, workflow automation, or AI-powered productivity tools is a meaningful plus but not a hard requirement — curiosity and strong product instincts matter more.

This is a high-ownership role inside a culture that values candid feedback, independent decision-making, and results. If you want to shape how a global company supports its people and you enjoy the craft of product management at scale, we would like to hear from you.