daddyxIn the role of Investigations & Response Manager within Customer Trust & Privacy, you will play a pivotal role in maintaining the high standards of service expected from Netflix. This position involves overseeing a dedicated team that manages privacy-related inquiries while collaborating closely with product and engineering teams to integrate customer feedback effectively.
You will focus on critical areas such as customer trust, account security and privacy, ensuring that the Customer Service team is equipped to handle new product launches and updates. With opportunities for professional growth and the chance to make a significant impact, this role is ideal for strategic thinkers who thrive in fast-paced environments and are passionate about enhancing customer experience and security.
Job Requisition ID: JR28814
Job Posting Date: 07-26-2024
Teams: Customer Service
Work Type: Remote
Position Summary
At Netflix, we are committed to entertaining audiences around the globe through our innovative content and advanced technology. As the Investigations & Response Manager within Customer Trust & Privacy, you will be instrumental in ensuring that our Customer Service (CS) teams are consistently prepared, well-informed and aligned with the launch of our groundbreaking products. This role emphasizes critical aspects such as Customer Trust, Account Security, Payments Fraud and Privacy. You will collaborate closely with product teams to incorporate customer feedback and spearhead initiatives that enhance CS readiness.
Beyond ensuring that the CS team is continually prepared and knowledgeable, you will also manage a team dedicated to addressing privacy-related inquiries. This responsibility includes ensuring strategic alignment with Privacy Operations and providing valuable insights from CS that inform our strategies, decision-making processes and innovation efforts.
We seek a strategic thinker and effective leader capable of bridging the gap between Product & Engineering teams and Customer Service. This role presents opportunities for professional advancement and the potential to significantly enhance customer trust and security. If you are passionate about privacy, product innovation and customer service and thrive in a dynamic, collaborative atmosphere, we encourage you to apply!
Key Responsibilities
Oversight of I&R Privacy Pod
- Leadership Role: Lead and oversee the I&R Privacy Pod, managing a team of contributors dedicated to resolving customer inquiries involving privacy elements. Your goal is to ensure the team operates smoothly and meets its objectives through strategic planning and effective leadership. This role necessitates strong people management and team development skills.
Alignment with Privacy Operations
- Collaboration Focus: Work in conjunction with Privacy Operations to guarantee that operational and strategic priorities align, cultivating a cohesive approach to privacy matters and customer interactions.
Strategic Partnerships
- Cross-Department Collaboration: Establish close partnerships with Product & Engineering teams to ensure Customer Service is ready and equipped to support new product launches and updates. Your focus will be on areas such as Customer Trust, Account Security, Payments Fraud and Privacy. Employ strategic thinking to foresee potential challenges and opportunities.
Customer Service Insights & Product Innovation
- Insight Delivery: Provide actionable insights from Customer Service to product teams, influencing product innovation and development decisions. Utilize strategic thought processes to identify trends and areas needing improvement, particularly regarding Customer Trust, Account Security, Payments Fraud and Privacy.
Stakeholder Management
- Relationship Building: Foster and maintain robust relationships with key stakeholders across Product, Engineering and CS teams to ensure alignment and effective communication. Use strategic insights to manage and balance the interests of various stakeholders.
Advocacy for Customer Service
- Representation: Act as the representative voice for Customer Service, ensuring their needs and feedback are integrated into product discussions and decisions. Utilize strategic insights to influence product direction, particularly in enhancing customer trust and security.
Agent Preparedness
- Content Management: Develop and manage content for the Knowledge Base (KB), Help Center (HC), News Posts and Notifications to ensure Customer Service agents are thoroughly prepared and informed. Plan content strategically to address potential issues and inquiries.
Collaboration among Customer Service Teams
- Cross-Functional Integration: Facilitate collaboration between Customer Service and other departments to ensure seamless integration and support for new initiatives. Employ strategic planning to enhance teamwork across functions.
Forecast Contribution
- Resource Planning: Offer input on forecasts to help anticipate Customer Service needs and resource allocation in light of forthcoming product changes and launches. Use strategic thinking to predict future needs and trends.
Impact Assessment
- Effect Analysis: Conduct impact assessments to evaluate how product changes affect Customer Service operations and customer experiences. Apply strategic insights to mitigate negative impacts and enhance positive results.
Project Management
- Project Oversight: Lead and manage projects related to product launches, privacy initiatives and other cross-functional efforts to ensure timely and successful execution. Use strategic planning to ensure alignment with broader company objectives.
Qualifications Required
- Experience: Demonstrated experience in program management, particularly in product and customer service contexts.
- Professional Background: At least 5 years of experience managing significant projects and addressing high-sensitivity requests, ideally in areas such as Privacy, Compliance, Fraud, Trust and Safety, Customer Service or similar sectors.
- Privacy Expertise: Strong understanding of privacy regulations and customer privacy concerns.
- Market Knowledge: Specific expertise in interacting at the executive level (director and above) with multiple cross-functional teams, including Product & Engineering.
- Stakeholder Skills: Proven ability to manage stakeholder relationships effectively, building connections across various business segments to advocate successfully for your team.
- Leadership Experience: Previous experience in leadership roles focused on strategy, operations and people management is highly desirable.
- Autonomous Operation: Ability to work independently and navigate organizational ambiguity while expanding the team’s knowledge base in new and existing areas of focus.
- Analytical Skills: Strong analytical and critical thinking capabilities, with proficiency in reviewing complex data across multiple tools, identifying trends and drawing connections.
- Organizational Skills: Exceptional organizational abilities and a keen attention to detail, paired with a mindset that challenges the status quo and seeks to improve processes continually.
- Self-Starter: A proactive and fast learner who can work independently while exercising sound judgment.
- Adaptability: Ability to adjust to business needs and thrive in a fast-paced environment with changing priorities, managing multiple tasks and high-visibility projects with strict deadlines.
- Feedback Incorporation: Open to receiving and providing real-time feedback appropriately.
- Situational Awareness: Capable of identifying and escalating urgent matters while also making independent strategic decisions with limited information or context.
- Software Proficiency: Full proficiency in Google Suite, Zendesk, Asana and/or other customer service software.
Compensation and Benefits
Typically, our compensation model consists of an annual salary, as we do not offer bonuses. Each year, you have the flexibility to choose how much of your compensation you want to allocate between salary and stock options. To establish your personal top-of-market compensation, we rely on market indicators and consider factors such as your job family, background, skills and experience to determine a compensation range. The salary range for this position is between $100,000 and $350,000.
Netflix offers a comprehensive benefits package, which includes:
- Health Plans: Comprehensive health insurance options.
- Mental Health Support: Access to mental health resources and support.
- 401(k) Retirement Plan: A retirement savings plan with employer matching.
- Stock Option Program: Opportunities for stock ownership.
- Disability Programs: Coverage for disability-related needs.
- Health Savings and Flexible Spending Accounts: Options for healthcare savings.
- Family-forming Benefits: Support for family planning and related needs.
- Life and Serious Injury Benefits: Coverage for life events and serious injuries.
- Paid Leave: Programs for paid leave of absence.
Full-time hourly employees earn 35 days of paid time off annually, which can be utilized for vacations, holidays and sick leave. Full-time salaried employees receive immediate access to flexible time off. Additional details about our benefits can be found here.
Company Culture
Netflix fosters a unique culture and environment. To learn more about our workplace, click here.
We are proud to be an equal-opportunity employer that celebrates diversity, recognizing that a diversity of thought and background strengthens our teams. We take diversity and inclusion seriously and thoughtfully, ensuring that we do not discriminate based on 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.
Frequently Asked Questions
What skills are essential for success in this role?
Essential skills include strong leadership and people management abilities, strategic thinking, exceptional stakeholder management, analytical and critical thinking skills and proficiency in customer service software such as Google Suite, Zendesk and Asana.
Is this position remote?
Yes, the Investigations & Response Manager position is a remote role, allowing for flexibility in work location.
What opportunities for professional growth does this role offer?
This role provides opportunities for professional advancement by allowing individuals to take on leadership responsibilities, engage in strategic initiatives and collaborate with various teams within the organization, all of which contribute to enhancing customer trust and security.
How does Netflix support employee well-being?
Netflix offers a comprehensive benefits package that includes health plans, mental health support, a 401(k) retirement plan with employer matching and paid leave programs, ensuring employees have the resources they need for their well-being.
What is the salary range for this position?
The salary range for the Investigations & Response Manager role is between $100,000 and $350,000, with the option to choose how to allocate compensation between salary and stock options.
How does the company approach diversity and inclusion?
Netflix is committed to fostering a diverse and inclusive workplace, recognizing that varied backgrounds and perspectives strengthen teams. The company does not discriminate based on race, religion, gender, sexual orientation or other characteristics.
What does the onboarding process look like for new hires?
While specific details may vary, the onboarding process typically includes orientation, training on company policies and procedures and introductions to key team members and resources to help new employees acclimate to their roles effectively.
Can I apply for this position if I don’t have direct experience in privacy or compliance?
While direct experience in privacy or compliance is preferred, candidates with relevant skills in program management, customer service or related fields may still be considered. Strong leadership, analytical skills and the ability to work with cross-functional teams are essential for success in this role.
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