Project Manager, CS Product Launch Operations

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

We want to ensure that nothing gets between our members and their favorite shows, movies, and games. Netflix Customer Service (CS) is here to assist customers when they need help. 

The CS Product team is part of the CS Technology organization. It is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future. We are looking for an experienced project manager to track and coordinate the cross-functional and technical workstreams tied to product launches within our core CS products. 

With a deep understanding of the requirements and desired outcomes of product launch, you will work with many groups within Netflix CS, our Product and Engineering team, and other stakeholders within and outside of Netflix, such as third-party solution providers, to create and maintain detailed project tracking and roll-out plans. Through your collaboration and communication skills, you will ensure success at all stages of a product launch, from discovery through post-launch analysis. You will keep all necessary groups informed of project progress and health, identify and address blockers quickly, and keep product launches on track. Reporting to the Manager, Product Operations in CS Technology, you will partner closely with the CS Product team to understand top launch project priorities.

In this role, you’ll need to love the details and be a pro at bringing order to chaos. You thrive in fast-paced, high-pressure environments, and can ensure alignment on project tasks and progress among multiple teams. You are comfortable with software development cycles and can effectively communicate complex technical details with stakeholders of all levels.

You’re a problem solver and great at digging into new technologies to learn how they work; your curious nature sparks questions to also get your colleagues thinking. 

Responsibilities:

• Structure and manage multitrack launch project plans for key CS Product priorities, identifying and tracking all cross-functional workstreams

• Develop and maintain relationships with project stakeholders (both within and outside of Netflix) to understand roles, use cases, and needs within a project

• Create a change management plan when necessary, and engage stakeholders to ensure user readiness.

• Identify blockers and technical dependencies for launches, and assist in unblocking and adjusting timelines accordingly

• Assign and monitor resources to ensure project efficiency and maximize deliverables

• Report project outcomes and/or risks to the appropriate management channels and escalate issues, as necessary, according to a project work plan

• Align with all impacted and accountable teams to prioritize tasks according to project goals and desired launch timelines

• Create communication channels to keep all cross-functional teams aligned and informed of project progress, including communication of regular project updates

• Document key workflows and plans for testing, launch plans, and other cross-functional project-related efforts

• Organize and facilitate project review, planning, sync, and retrospective meetings between the CS product managers and stakeholders. 

• Coordinating engineering dependencies across various engineering teams 

What We’re Looking For

• 5+ years of project management experience

• Strong attention to detail and technicalities with excellent organizational skills.

• Proven success working with all levels of colleagues and management

• Strong written and verbal communication skills

• Professional certification such as PMP or PRINCE2 preferred

• Great interpersonal and multitasking skills.

• Prior experience working in IT Portfolio or Project Management Office.

• Experience working within Agile and Scrum methodologies and using Atlassian JIRA and project management applications such as Asana, Monday, ProductBoar, Aha!, Product Plan, and