Netflix Game Studios is actively seeking a highly skilled Program Manager to join our Player Support team. As the Tools and Tech Subject Matter Expert, you will be tasked with overseeing all player support systems and tools used by our organization.
Your primary role will involve leading system integration and configuration projects, managing technology implementation programs, and creating comprehensive tools and process documentation. Additionally, you will be responsible for enhancing operational efficiency and optimizing our existing player support systems to provide unparalleled support for Netflix Games.
Your expertise in the field will be instrumental in delivering superior player support, and your contributions will directly impact the gaming experience of our users.
Responsibilities:
- Have a deep understanding of support systems and tools used within the player support organization.
- Stay updated with the latest trends and new tech (AI, Automation, Bots, Self-Service, etc.) in player support technologies to continue to improve and enhance player support tools and key performance metrics.
- Player support system integrations and adoption - define the scope of projects and develop, execute, and/or manage project plans from inception to launch.
- Develop training material and conduct training sessions to educate the player support team on effective use of systems and tools.
- Create and maintain documentation for all support systems and tools, ensuring it is up-to-date and easily accessible.
- Perform regular health checks and audits to ensure the systems and tools are functioning as expected.
- Identify and troubleshoot player support tools that are impacting support ops, and coordinating with internal teams and external vendors as needed.
- Monitor support systems, tools, documentation, processes to protect sensitive player data.
- Provide ongoing support to the player support and cross-functional teams, answering queries and resolving issues related to support systems and tools.
- Interact with stakeholders and cross-functional teams, and clearly communicate updates on new/existing projects, timelines, roadblocks, system updates, etc.
- Be able to assess and make appropriate tradeoffs to optimize time-to-market in consultation with stakeholders that will ensure player support continues to have best-in-class tools to effectively support players.
- Analyze Support KPI metrics, identify improvement areas where tools and tech can be utilized to improve operational efficiency, working alongside Head of Player Support and Player Support Leads with recommendations using new technology deployment, process changes, self-service enhancements, automations, and Bot AI.
- Take on ad-hoc tasks.
Requirements:
- Minimum of 3 years of hands-on experience in program or project management within a support or customer success organization. This experience should ideally be in the gaming, software, or outsource support industries.
- A key requirement for this role is demonstrated expertise in technology implementation, with a proven track record of successfully integrating and optimizing support tools and systems.
- Hands-on working experience related to the deployment of customer support systems, Automation, Bots, and Self-Service with systems like Helpshift or Zendesk.
- Successful in building relationships and closely collaborating with both tech and non-tech teams.
- Demonstrable experience in creating repeatable processes and driving automation or standardization.
- Proficiency in defining program requirements and using data and metrics to identify improvements.
- Project Management Skills: Ability to manage multiple projects simultaneously and meet deadlines.
- Familiar with games across different platforms (mobile, PC, console) and experience working within a player support organization to help drive technology solutions which will be utilized by player support.
- Ability to identify gaps, technical approaches, and understand various perspectives.
- Excellent verbal and written communication skills, including the ability to compile presentations.
- Advanced proficiency in Microsoft Office Suite and/or Google Suite, Project Management Systems
- Analytical Skills: The ability to collect, organize, visualize, and disseminate significant amounts of information with attention to detail.
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100,000 - $500,000 USD.
Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.
Netflix is a unique culture and environment. Learn more here.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.