CX Talks: Does your customer service function need a PM?
Discover where and why you need to place a product manager, from the director of product management at Netflix
Discover where and why you need to place a product manager, from the director of product management at Netflix
With technology playing an ever-greater role in CX, many organizations are looking to hire a dedicated product manager (PM) who can take responsibility for tech development and procurement across the customer service suite.
In this edition of CX Talks we sit down with Saki Takeda, director of product management and customer service at Netflix. Drawing on her experience at Netflix, Twitter and Splunk, Saki will talk about the typical responsibilities of a PM, the skills required and where PMs should sit in an organization for the greatest impact.
Join CX Talks to find out:
- The pros and cons of hiring a product manager for customer service.
- How a PM should fit into the service team and the different organizational structures that major companies are choosing to adopt.
- Which skills and capabilities the PMs are focused on developing.
Speakers
Saki Takeda
Director, Product Management, Customer Service Technology
Netflix
As Netflix's Director of Product Management and Customer Service, Saki leads the product management of CS technologies, delivering best-in-class experiences to Netflix's customers and employees. She holds over 18 years of experience as a Customer Service leader with a focus on CS tools and technology. She previously led strategy, roadmap, and the adoption of CS tools and systems at companies like Twitter and Splunk.
Melanie Mingas
Editor-in-chief
CX Network
Melanie is editor-in-chief of CX Network, handling all client projects and online multi-media content, and leading the team to ensure CX Network is the go-to resource for CX professionals around the world.
