Program Manager, Tools Reliability

Job Description

Over 200 million members worldwide love Netflix. When they sit down to watch or play, we want to ensure that nothing gets between them and their favorite shows, movies, and games. And Netflix Customer Service (CS) is here to assist customers when they need help. The CS Technology team sits under the CS organization and is a bridge between CS and Netflix Product & Engineering teams. We are 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.

The Program Manager for Customer Service Technology will be responsible for managing reliability (preventing issues from happening) focused programs on CS tools & technologies in partnership with the stakeholders from the Customer Service and Contact Engineering teams.

This role is nested within the Technical Operations team under CS Technology org, which sits at the center of all Customer Service Tools and Technology needs.

Core Responsibilities:
• Define and manage the reliability program within Netflix Customer Service. Initiate and drive programs that improve issue prevention and reliability through opportunity identification, advocacy, and best practices.
• Hypothesize, socialize, and seek feedback for projects or programs with a wide range of cross-functional and global stakeholders or partners about the reliability of the CS tools platform.
• Employ strong analytics incorporating multiple data points (metrics, insights, cost projections/impact, etc.) to validate and prioritize initiatives.
• Partner with CS Product Manager(s) on road-mapped initiatives.
• Develop and maintain a strong relationship with internal and external stakeholders.
• Ensure reliability considerations are embedded in tools changes and rollouts.
• Partner with CS and engineering teams on reliability issues, tech debt, and opportunity management.
• Provide reliability consultation on design or technical issues for third-party SaaS.

Qualifications:
• 5+ years experience working in reliability-based programs and/or industries.
• Demonstrated ability to define and manage programs, determine resource requirements, carry out logistics and follow through with deliverables and deadlines.
• Robust data analysis skills, e.g., navigating data structures, SQL queries, Tableau data visualization, and storytelling informed by data.
• Strong assessment/analytical skills with an ability to evaluate ''wants vs. needs'' and the ability to negotiate prioritization accordingly.
• Effective communicator with partners/stakeholders across all technical levels.
• Experience working across global regions.
• Self-starter - the ability to sunshine the unknowns and operate in ambiguity.
• Comfortable with a fast-paced work environment and the flexibility to navigate constant change.

Jobcode: Reference SBJ-gqb0xz-3-128-199-88-42 in your application.