Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
The Role
The Customer Service Engineering team empowers Netflix Customer Service to help customers resolve issues as they try to stream or sign up for Netflix. We do this by creating a maintainable, scalable, and resilient technology ecosystem that blends in-house and vendor solutions. Our areas of responsibility include our contact center, CRM, CMS, member management system, and other operations tools. We focus on operational and cost efficiency, agent and customer experience, and enabling rapid innovation in how Netflix does Customer Service. We are looking to add an Engineering Manager to help lead the Customer Service Engineering team and to grow it through the next set of innovations in the customer service space. We are in the midst of transforming our technology ecosystem from one that is composed of mostly legacy home-grown applications to one that leverages vendor solutions in certain areas while still adding first-party Netflix-specific value to meet the needs of our global, best-in-class Customer Service organization. In this role, you will provide cross-functional thought leadership and technical guidance to the team to evolve customer support for the Netflix global community. The Call Center toolset, frameworks, and capabilities have evolved significantly and you will set & execute the vision for the appropriate balance of core competencies that we must build versus tools that we should integrate into our architecture. You will hire, coach, and lead stellar engineers and create a framework for thoughtful and efficient project execution, partnering with the various stakeholders in Engineering, Product and Customer Service Operations teams. What will you do?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, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
Netflix is one of the world's leading entertainment services with over 247 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.