Alex Michaelson Email & Phone Number

At Netflix, I'm a Program Manager on the Product Support Operations (PSO) team focusing on streaming devices and technology support. Our team bridges Netflix Customer Service teams and our partners in Product, Content, Marketing, and other business functions, focusing on agent and operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and agent experience. Program Managers (PSO PgMs) are aligned by functional areas and are deep subject matter experts, advocates for the customer and agent experience, data-savvy influencers, and great communicators.What I do at Netflix:- As a subject matter expert, I research, author, and manage thousands of pages of internal and external content around a wide array of technical aspects of Netflix's streaming devices and experiences, product features, and technical issues. My team's work impacts millions of customers seeking support in the Help Center daily and keeps the scale of Customer Service costs in check.- I rely heavily on SQL and Python scripting with Pandas and using visualization tools like Kibana and Tableau. I've built automation to govern content, detect content metrics anomalies, and populate data on the dashboards used daily by our CS technical research teams to drive business insights.- As a passion project, I co-lead the Mental Health @ Netflix employee resource group and wrote our '22-'23 charter. Our advocacy for mental health has driven significant improvements in our workplace and employee experience, such as expanded benefits for mental health support, internal resources, physical spaces, and recurring event programming around the topics that matter most to our community.How I approach problems and concepts that are core to me:- Perspective-taking, empathy, knowing your audience- Solving the problem of problems, pushing back against brute force approaches

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  University Of Utah

  Arts, Entertainment, And Media Management