Full Time Job

Employee Technology Director

Netflix

Los Angeles, CA 08-02-2020
  • Paid
  • Full Time
Job Description

Netflix has an extreme dedication to both the viewers and creators of our content. The Employee Technology team exists to empower and bolster the capabilities of our amazing colleagues to do the best work of their careers. We believe in offering simple, secure, and scalable solutions while delivering a stellar support experience.

The Director of Employee Technology is accountable for building and evolving a service organization focused on quality interactions at scale and enabling access to simple and effective technology quickly. This person is someone who is deeply passionate about end-user experience and technology. They thrive in ambiguity and look to build great teams instead of great processes. Working with, for, and through others they succeed by building a culture of trust and resilience that will set Netflix up for success for years to come.

Qualifications:
• Experience in leading a customer centric and innovative IT organization
• Experienced in increasing productivity for many different types of users
• Expert in developing new and innovative success metrics of a forward thinking IT organization
• Experienced in partnering with Corporate, Studio and Production teams
• Strong experience in partnering with regionally distributed teams
• Experienced in leading Audio Visual teams spanning corporate builds and ops, studio builds, and live production events
• Strong experience in developing and fostering an inclusive and diverse IT organization
• Develops and fosters strong partnerships with cross functional partners and teams
• Strong foundational understanding of IT infrastructure, networking, SaaS applications, and end-user operations
• Passionate about changing traditional in-person and remote technical support models
• Proven ability to develop and execute strategic and operational initiatives, develop analytical-models, and present information to executives
• Experience in a continuous process and workflow analysis and reporting
• Familiarity with IT-related security trends, topics, and approaches

Responsibilities:
• Develop a regional technical strategy that aligns with the global strategy focused on increasing end user productivity utilizing a customer centric approach
• Enable a simple and streamlined user facing team for all technical and workflow requests
• Upgrade current environment to support a ''work from anywhere'' strategy
• Implement a world class engagement and support experience at scale
• Design and implement an innovative approach to AV across all disciplines: corporate builds and ops, studio builds, and live production events
• Create a high functioning support and technical organization
• Generate an easily maintainable and supported product registry to enable easy diagnostic and troubleshooting of common issues
• Develop in house tooling to enable faster time to resolution for users
• Create a ''growth from within'' strategy allowing for career development of support staff
• Focus on visualizing request volume and creating clear vectors for success
• Empower teams to innovate and create an agile environment that supports change
• Foster and cultivate industry leading leadership teams

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Company Profile
Netflix
Netflix is the world's leading streaming entertainment service with 193 million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.
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