Full Time Job

Manager, Employee Technology

Netflix

Los Angeles, CA 06-03-2020
  • 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 Manager 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 understands technology deeply but can have frictionless conversations with anyone agnostic of their technical competency. 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:
• B.S. in a technical field or equivalent professional experience
• 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
• Strong experience in partnering with regionally distributed teams
• Develops and fosters strong partnerships with cross functional partners and teams
• Strong foundational understanding of IT infrastructure, networking, SaaS applications, and operations
• Passionate about changing traditional in-person and remote technical support models
• Strong foundational understanding of building and supporting creative AV spaces and conference rooms
• Strong foundational understanding of planning and executing AV technology for live production events

Responsibilities:
• Enable a simple and streamlined user facing team for all technical requests
• Upgrade current environment to support a ''work from anywhere'' strategy
• Implement a world class support experience at scale
• Create a high functioning support and technical organization
• Generate a 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
• Design a clear and consistent ownership model for the development and support of products

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Company Profile
Netflix
Netflix is the world's leading streaming entertainment service with 183 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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