Technical Research Team Manager

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 are in need of help.

The Technical Research team sits within the CS Technology team under the CS organization. The team is responsible for managing technical issues escalated through our customer support channels and works closely with Netflix Engineering teams to address member-impacting technical issues and troubleshooting steps.

We're looking for a talented and experienced manager to oversee the daily operations of the Technical Research function and work closely with the rest of the CS functional teams (e.g., Operations, Workforce Management, CS Technology, Knowledge Management, Investigation & Response, etc.) as well as Netflix Engineering teams to address trending technical issues that are impacting Netflix members and mitigate a potential spike in customer support contact volume. You will be joining us as one of the Technical Research Managers who report to the Director of CS Technology and will be based out of the Mexico City office in hybrid working settings (e.g., working in the office a few days per week).

In this role, you must have the passion and ability to become a subject matter expert in your responsible area of technical specialties, which are closely tied to Netflix technology and products. Although you'll be based in Mexico City, this role is not regional but a global role. You must have a great understanding and adherence in representing a global view of the Technical Research function. You are great at leading and managing a team(s) of Technical Research Specialists with coaching and escalation/incident management frameworks and disciplines and building a good rapport with our primary engineering stakeholders and the rest of the CS functional teams. You will be the key player in streamlining the complex workflows and processes and promoting seamless collaboration among the team.

Responsibilities:
• Become a subject matter expert and lead and coach a team(s) of Technical Research Specialists in more than one area of technical specialties.
• Oversee and manage the execution of the day-to-day operations with escalation and incident management processes, frameworks, and disciplines together with the rest of the Technical Research Managers.
• Collaborate with the rest of the CS functional teams to streamline the overall member experience of CS from the end-to-end technical issue management perspective.
• Build trust and strong relationships with the primary stakeholders of Netflix Engineering teams for our collaboration and partnership.
• Continuously improve and optimize the escalation and incident management process and framework as well as the partnership and collaboration framework with the internal and external stakeholders.
• Manage the day-to-day operations and relationship with BPO (Business Process Outsourcer) which supports a part of the Technical Research operation.
• Foster a collaborative and high-performance culture through continuous feedback, supporting employee growth, coaching, and guidance.
• Use data-driven insights to enhance team performance.

What We're Looking For:
• At least 5+ years of experience as a people manager in customer service, technical issues investigation and advocacy, and escalation and incident management capacity.
• Demonstrated ability to manage and articulate highly complex issues effectively.
• Prior experience working with the US-headquartered company with global responsibility.
• Prior experience managing customer-reported technical issues with great time sensitivity.
• Prior knowledge and experience with internally built tools, mobile devices and TV software and platforms, streaming platforms, payment and billing systems, and/or games.
• Ability to manage projects as well as oversee projects with delegation.
• Outstanding written and verbal communication skills: great memos and presentations, building trust, and creating collaborative partnerships cross-functionally are extremely important.
• Ability to identify problems, develop solutions, and implement them effectively.
• Ability to understand and use technical language. Must be able to communicate effectively with both highly technical teams and less technical audiences, facilitating shared understanding and collaboration.
• Excellent leadership, interpersonal, and multitasking skills.
• Experience working in a fast-paced, global environment that requires flexibility for schedule changes based on business needs.
• Experience using Atlassian JIRA, Confluence, Kibana, Tableau, Zendesk, or similar products.

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, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.

Jobcode: Reference SBJ-r0jn4m-18-191-228-88-42 in your application.