Investigations & Response Specialist jobs at Netflix in Brazil, São Paulo

You will be a resource for cross-functional teams on matters related to the Netflix customer experience. While liaising with our Regulatory Compliance and Consumer Protection teams, you will analyze, investigate, and respond to private and government-issued consumer claims and manage a variety of legally sensitive CS workflows.

The position is based in São Pauloand reports to the Manager of Investigations & Response in São Paulo.

• Analyze, investigate, and accurately handle high-priority inquiries from consumers, agencies, lawyers, governmental and/or regulatory entities, or other online portals regarding Netflix’s consumer practices and experiences

• Act as the subject matter expert for consumer claims investigations in the LATAM region, providing guidance and insights on local consumer protection regulations and practices

• Analyze, detect, and summarize complex fact patterns, customer matters, and concepts across multiple operational queues

• Ensure compliance with applicable laws and terms of service while upholding Netflix’s strong commitment to the members’ experience

• Conduct research and extract member data to craft legally sensitive documents.

• Comply with legal and high-risk customer service requests within legal deadlines

• Triage complex issues and articulate recommended solutions concisely and succinctly.

• Interact and partner with various cross-functional stakeholders such asRegulatory Compliance, Consumer Protection, and Privacy Legal teams

• Liaise with LATAM consumer protection agencies and regulatory bodies as needed, ensuring timely and accurate responses in Spanish

• Evaluate and investigate issues while liaising on corporate policies to prevent compliance issues and reduce potential risks to the Netflix brand and reputation

• Maintain and improve documentation to drive operational improvements

• Ensure that processes are updated and efficient

• Use data to understand volume and uncover trends to drive decision-making

• Analyze data to identify patterns and make informed recommendations for response and/handling strategies

• Partners with External Partner team(s) on workflow ownership, includingplaybooks and operational improvements

• Collect feedback, identify trends, and implement growth opportunities for the External Partner team(s)

• 3+ years of experience managing and handling high-volume queues, preferably within data protection, regulatory compliance, and similar industries

• Demonstrated expertise in consumer protection regulations, practices, and handling consumer claims within the LATAM region

• Excellent written and verbal communication skills in English, Portuguese (Brazil), and Spanish (Latam)

• Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends

• Possess situational awareness to identify and escalate matters that require urgent attention

• A strong understanding of legal processes and compliance regulations

• Superior organizational skills, extraordinary attention to detail, and a ‘challenge-the-status-quo’ mindset that processes can always be improved

• Self-starter and fast learner who can work independently while using impeccable judgment

• Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines

• Receptive to and able to appropriately incorporate real-time feedback

• Proficiency in Zendesk and/or other Customer Service software ticketing systems.

• Previous direct experience and/or familiarity with Customer Service organizations is a plus

Responsibilities

• Perform Accounts Payable Supplier Payments, including ERP system payments and bank portal payments

• Main scope will cover transactions for LATAM and UCAN regions, but may include EMEA and APAC regions

• Back-up to regional Payment Specialist counterparts

• Payment and Bank reconciliations

• Investigate,resolve Payment returns and rejections and improve processes based on root causes analysis

• Supports tasks as part of the Global AP Payments function

• Participate in key initiatives for Supplier Invoice payments, including testing host-to-host (H2H) payment integrations with Bank Partners

• Work closely with the Financial Applications (FinTech) Team to troubleshoot all system issues related to the AP Payments process

• AP cross-functional alignment on improvements and scaling payments volume

• Research, identify, and implement Bank and System tools that will drive accuracy and efficiency of Payments

• Support monthly Accounts Payable close activities as needed (i.e. assisting with journal entries and reconciliations, assist the Accounting Team with close inquiries)

• Keep up-to-date on Domestic and International Bank trends, Country and Currency requirements for Payments

• Manage inquiries in ticketing system and reply to inquiries and payment verification

• Perform ad hoc duties, such as audit and support for Finance, Tax and SOX teams

Skills Required

• Customer Service oriented person who focuses on effective communication and attention to detail

• Able to work with high volume of transactions in a fast-paced environment

• Able to maintain a high level of accuracy in preparing and entering financial information

• Excellent written and verbal communication skills

• Proficient in Excel and ERP systems (Workday experience a plus)

• Highly motivated with the ability to work independently

• Forward looking thinker who can articulate the need for and implement process improvements

• Understanding of SOX compliance rules and guidelines

• Fluent in English and Portuguese, proficient in other languages a plus

Education and Experience

• Accounting or Finance background

• 5+ years of relevant experience

• Degree in a relevant field of study

• Experience at a Global Company a plus

• Knowledge of cloud related ERP systems a plus

to offer our members with more choice in how they consume their content. Our new tier allows us to attract new members at a lower price point, while also creating a compelling path for advertisers to reach audiences that are deeply immersed.

Key Responsibilities

• Leverage proprietary and syndicated tools to create and present analyses for internal and external clients that tell Netflix’s audience story to the marketplace and advertiser clients.

• Support the Advertising Sales team with research and analytics, including but not limited to audience data, site metrics, normative data, and Netflix ad inventory.

• Collaborate closely with Data Science teams to build the dashboards and tools that identify relevant audience and content insights for our partners. Craft these insights into compelling narratives.

• Develop a comprehensive understanding of current and potential clients’ research and measurement goals. Work with clients and 3rd party vendors to manage the end to end process of utilizing measurement tools that will enable those analyses, including Audience Validation, Vertical Insights, and Reach/Frequency Analyses.

• Research and analyze industries, companies, business models, and marketing strategies in key advertiser verticals such as CPG, Retail, Tech, and Telecom; Create market-facing insights that foretell emerging trends in these verticals.

• Contribute to the development of the research components of presentations for our go-to-market positioning and any other ad hoc requests from the sales and marketing team.

• Execute timely requests for custom media targets and audiences based on media briefs and RFPs.

• Own stakeholder communication on individual projects by setting clear timelines, next steps and delivering accordingly.

• Be a TV/Video and Digital expert. Have a deep understanding of the benefits of TV advertising and of the Netflix Ads Audience.

• Integrate campaign measurement outputs to craft a compelling narrative, present insights independently to clients and agencies, and offer guidance on optimizing their media mix.

• Design and execute advanced causal test and learn solutions for Brand Effectiveness, Incremental lift, and other key metrics. Design and execute advanced quantitative and qualitative research around audiences, verticals/industries and content / entertainment.

• Conduct in-depth analysis of measurement outputs, providing comprehensive and actionable insights.

• Synthesize complex measurement output and tell a comprehensive story to senior stakeholders.

• Contribute to the development of advertiser and category-specific learning agendas & playbooks, bringing innovative approaches to the table.

• Develop case studies from ongoing and completed analyses

Experience & Skills

• 4-6 years media research / analysis experience at Streaming, TV, digital media company or media / digital agency.

• A passion for marketing, research and analytics.

• Must have a comprehensive understanding of the advertising and media businesses, with exposure to the advertising research.

• Proficient understanding of quantitative and qualitative methodologies within the advertising landscape.

• Proficient experience in research methods and data analysis - 1st party data, customer research, qualitative and quantitative studies.

• Strong understanding of methodology, data, and systems from syndicated research providers (e.g. Nielsen Ibope, GWI, TGI, comScore).

• Strong understanding of local TV audience measurement planning data and analytics systems.

• Strong understanding of the competitive streaming and TV marketplace.

• Intermediate understanding of digital media ad sales and marketplaces including Direct IO, Upfronts & Programmatic advertising."

• Self-starter and self-motivated with strong communication skills and expertise in managing larger-scale, complex projects.

• A builder: able to thrive in a startup environment with ambiguity, and support a global function and team for the future.

• Demonstrated ability to generate strategic insights from rigorous analysis.

• Comfort in analyzing large and disparate data sets to glean meaningful insights.

• Proficiency with Microsoft Excel and PowerPoint & a Data visualization tool (Tableau is desirable).

• Familiarity with Google Docs is desirable.

• Familiarity with concepts of database design and SQL is desirable.

• Expertise in advanced measurement methodologies is desirable (Reach & Frequency, Incremental lift, Brand lift, Matched-Market testing, Multi-Cell testing, A/B testing, Marketing Mix Models and bespoke campaign effectiveness studies).

• Proficient in English (Specially written)