Technical Research Team Manager

Job Description

Netflix is the leading online video subscription service, reaching hundreds of millions of US and international households. The Netflix customer service network receives hundreds of thousands of questions and reports of issues from subscribers around the world every day. The technical research group is responsible for investigating, troubleshooting, and documenting escalated issue reports. The results of their investigations are delivered to Netflix product engineering teams and are a critical link in maintaining Netflix service reliability for our global subscriber base.

As a Technical Research Team Manager, you are responsible for managing a group of highly skilled Technical Research Analysts in Salt Lake City, Utah. Your top priorities will be issue management, crisis management, coaching, mentoring, and leading team members with the ultimate goal of driving improvements in the Netflix product and CS platform through investigation of escalated Netflix issues.

What will you be doing?
• You will lead a team of Technical Research Analysts as you coach and develop your team to identify areas of focus and opportunity within their performance and our culture
• You will be a subject matter expert on all responsibilities maintained by your team of Technical Research Analysts and constantly seek to be current in that knowledge
• You will compose documents and reports on your team's performance and current issues impacting our customers
• You will oversee all aspects of the escalation process, systems outage management, support for streaming product development, and working hands-on with these functions as needed
• You will drive ownership and coordinate daily activities and projects, including knowledge base content updates, bug triage prioritization, and customer-facing outage management
• You will represent the Technical Research Team as a point of contact when interacting with LatAm internal and external stakeholders
• You will participate in hiring and onboarding of Technical Research Analysts
• You will drive team performance to expose friction and reliability concerns within the product that also drive pain for customer service
• You will help provide floor support for new training and process rollouts

Your Background
• An inclusive and empathetic leader
• You possess strong written and verbal communication skills required for this position. Additional languages (especially Spanish) are a big plus.
• Previous people management experience working with people from multiple backgrounds and cultures
• Proven working experience in project management is advantageous
• Experience in a technical research or support engineer role helping to determine the root cause of technical issues
• You will analyze metrics and escalation trends to drive improved efficiency and understanding of customer impact
• You partner with peers from across the globe to share best practices and encourage mutual development
• You have the ability to communicate highly complex issues effectively
• You thrive in an innovative culture where autonomy is necessary, evolution is inevitable, and strong communication is paramount
• You have a high level of responsibility, ownership, and accountability
• Able to learn quickly and adjust to rapidly changing environment
• You possess a passion for people development in a high-performance environment
• You have experience creating, editing, and maintaining knowledge base and/or training documentation
• You have experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, or similar products
• You maintain flexibility for schedule changes based on business needs

The Netflix culture permeates our work environment. It determines who we hire, how we work together, and how we make decisions. It is a key part of our approach to innovation and paramount to our success, and so the ability to adapt and embrace Netflix culture will be critical in determining success in this role. Our culture is unique and we live by our values. If this sounds exciting to you, we encourage you to apply today so that we can learn more about each other.

Jobcode: Reference SBJ-rj80e0-18-221-161-189-42 in your application.