Operations Specialist Launch jobs at Netflix in Philippines, Manila

The Role

This role is primarily tactical and does not have any direct reports.

Key Responsibilities:

• Conduct thorough audits of title setups to ensure launches are seamless

• Regularly update dashboards/task management queues to ensure that audit tasks are flowing seamlessly and on-time

• Be operational masters ensuring tasks are completed with established SLAs while maintaining high quality standards

• Become well-versed in the Netflix tooling ecosystem in order to flag issues to be actioned on by others

• Create, maintain and contribute to workflow documentation (e.g. specs, training documentation, tooling guides) for broader use

• Action on high volume of ad-hoc, complex or high-context tasks in a timely manner

• Develop operational and technical expertise as it relates to title launches

Required Experience/Skills:

• 5+ years in asset and/or project coordination

• Korean language skill is required for this role

• Ability to thrive in a fast-paced environment

• Experience in fast-paced operational setup where SLA adherence is critical

• Excellent project management skills and the ability to keep multiple priorities moving at the same time

• Strong attention to detail and ability to quickly adapt to in-flight project changes and XFN stakeholder requests

• Adept in project tracking and task management systems such as Airtable and Monday.com

• Adept in effectively prioritizing high volume of concurrent tasks with expedited timelines

• Ability to grasp technical workflows quickly

• Adaptability to switch across different work streams or projects, depending on business needs

• Experience in working on global teams with diverse backgrounds and perspectives

• Clear, concise, and flexible communicator

• Must be amenable to working hybrid, 2-3 times onsite per week in our Makati office

Key responsibilities:

• Software Provisioning :Manage the end-to-end software provisioning process, including the assignment, installation, and configuration of software licenses and applications to end-users and systems

• License Management :Monitor and track software license usage, ensuring compliance with licensing agreements, and avoiding over-licensing or under-licensing situations

• User Support :Provide support to end-users regarding software requests, installations, and troubleshooting issues related to software provisioning

• Vendor Coordination :Work closely with software vendors to manage license renewals, negotiate contracts, and resolve any issues related to software provisioning or licensing

• Inventory Management :Maintain accurate records of software assets, licenses, and provisioning activities in asset management systems or databases

• Compliance Monitoring :Ensure that all software provisioning activities adhere to organizational policies, industry standards, and regulatory requirements

• Reporting :Generate and maintain regular reports on software usage, license compliance, and provisioning activities for management review

Qualifications:

Experience:

• 2+ years of experience in software asset management, software provisioning, asset data analysis, or a related role.
• Experience with software license management tools and asset management systems.

Skills:

• Strong understanding of software licensing models and compliance requirements.
• Excellent organizational skills with a keen attention to detail.
• Proficient in using IT service management (ITSM) tools and software provisioning platforms.
• Strong analytical and problem-solving abilities.
• Effective communication skills, both written and verbal.
• Ability to work independently and as part of a team.

Certification/s:

• Relevant certifications in software asset management (e.g., CSAM, ITIL) are a plus

The Role

This role is primarily tactical and does not have any direct reports.

Key Responsibilities:

• Conduct thorough audits of title setups to ensure launches are seamless

• Regularly update dashboards/task management queues to ensure that audit tasks are flowing seamlessly and on-time

• Be operational masters ensuring tasks are completed with established SLAs while maintaining high quality standards

• Become well-versed in the Netflix tooling ecosystem in order to flag issues to be actioned on by others

• Create, maintain and contribute to workflow documentation (e.g. specs, training documentation, tooling guides) for broader use

• Action on high volume of ad-hoc, complex or high-context tasks in a timely manner

• Develop operational and technical expertise as it relates to title launches

Required Experience/Skills:

• 5+ years in asset and/or project coordination

• Ability to thrive in a fast-paced environment

• Experience in fast-paced operational setup where SLA adherence is critical

• Excellent project management skills and the ability to keep multiple priorities moving at the same time

• Strong attention to detail and ability to quickly adapt to in-flight project changes and XFN stakeholder requests

• Adept in project tracking and task management systems such as Airtable and Monday.com

• Adept in effectively prioritizing high volume of concurrent tasks with expedited timelines

• Ability to grasp technical workflows quickly

• Adaptability to switch across different work streams or projects, depending on business needs

• Experience in working on global teams with diverse backgrounds and perspectives

• Clear, concise, and flexible communicator

• Japanese/Korean language skills are a plus, but not required

• Must be amenable to working hybrid, 2-3 times onsite per week in our Makati office

• Serve as the primary point of contact for users seeking technical assistance
• Responsible for learning how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning
• Prioritize managing technical issues, triage/research bugs, be a part of incident/outage management workflows, escalate issues to appropriate partner groups, and develop/sustain robust documentation to create a positive knowledge base experience
• Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed
• Recommend and/or implement experience improvements, make feature requests, bring to attention opportunities to create self-service solutions, as well as productivity enhancements
• Identify and link Zendesk tickets that show a pattern of behaviour/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space
• Ensure that our users interact with us at the highest quality technical support partnership while engaging in our organization's strategy to learn from user experience
• Actively participate and contribute to efforts designed to improve how users experience both technology and support at/or working with Netflix
• Engage and work with our global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience and partner teams, using compassionate and thoughtful feedback/ideas
• Work to ensure Netflix’s commitment to fostering an inclusive environment is demonstrated in every facet of our efforts
• Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed
• Flexibility in working hours to help meet the needs of the business

• Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools
• Robust documentation mindset, translating the information into knowledge-base articles and/or user stories
• Able to proactively seek out opportunities to improve our user experiences and deliver cohesive ideas around innovative support strategies and application design considerations
• Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms; including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience
• Consistently developing your skill set while seeking out opportunities to learn
• Collaborative through listening, seeking to understand, and supporting
• Fluency in English (business level)

• Serve as the primary point of contact for users seeking technical assistance

• Responsible for learning how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning

• Prioritize managing technical issues, triage/research bugs, be a part of incident/outage management workflows, escalate issues to appropriate partner groups, and develop/sustain robust documentation to create a positive knowledge base experience

• Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed

• Recommend and/or implement experience improvements, make feature requests, bring to attention opportunities to create self-service solutions, as well as productivity enhancements

• Identify and link Zendesk tickets that show a pattern of behaviour/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space

• Ensure that our users interact with us at the highest quality technical support partnership while engaging in our organization's strategy to learn from user experience

• Actively participate and contribute to efforts designed to improve how users experience both technology and support at/or working with Netflix

• Engage and work with our global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience and partner teams, using compassionate and thoughtful feedback/ideas

• Work to ensure Netflix’s commitment to fostering an inclusive environment is demonstrated in every facet of our efforts

• Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed

• Flexibility in working hours to help meet the needs of the business

• Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools

• Robust documentation mindset, translating the information into knowledge-base articles and/or user stories

• Able to proactively seek out opportunities to improve our user experiences and deliver cohesive ideas around innovative support strategies and application design considerations

• Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms; including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience

• Consistently developing your skill set while seeking out opportunities to learn

• Collaborative through listening, seeking to understand, and supporting

• Fluency in English (business level)

To be successful in this role, you need to be a strong people manager; great at giving and receiving feedback, fostering new ideas, and empowering others. You also need a strong software engineering background, to be a quick and data-driven learner, to have proven data engineering and system design skills, and the ability to lead large multi-disciplinary, cross-functional teams.

• You intuitively understand business and technology and you leverage that to guide a team by providing relevant context and inspiration.

• Recruiting:
  You are constantly on the lookout for talent and have a knack for recognizing and attracting top-tier engineers to your team. You understand the importance of building an amazing team that is additive and diverse, and the value it brings to the overall company.

• Feedback & Development:
  You will coach and guide employees through their strengths and weaknesses through regular feedback.

• Contribute to Data Science & Engineering Leadership.
  You will be expected to participate in leadership conversations and interview for engineering teams across Netflix.

• Partnership:
  You will continue to establish strong relationships with both business and technical leaders across Netflix.

Skills & Characteristics:

• You are a natural people leader who also demonstrates humility. You care deeply about people, and their success. You invest in your relationships, so that you have an understanding of the whole person and their perspective.

• You’re not afraid of hard conversations, and are gifted at coaching your colleagues through difficult situations. You are comfortable sharing your perspective on challenging people dynamics.

• You seek to de-escalate tense situations, and are creative & flexible in finding balance with partners to maximize impact.

• You are a strong communicator, and self-aware about how others perceive your comments. As someone in a leadership role you aim to be assertive, not passive nor aggressive, in providing input, support, and feedback.

• You are forward-looking and able to anticipate the investments Netflix should be making to improve efficiency, innovation, and alignment. You identify areas for continuous improvement, and persistently advocate for action to address them.

• You have an impeccable eye for technical talent, and a history of influencing hiring decisions across organizations. In this role you will be expected to understand how the Data Science & Engineering organization’s broad hiring strategy translates into the needs of our team, and our partners.

• You’re allergic to micromanagement. You prefer to give context, delegate, and watch amazing people exceed your hopes and expectations.

• You work hard, and you have healthy boundaries. You know how to prioritize both your work and personal commitments without set boundaries or guidelines.

• You have 10+ years software development experience. You have a mastery of object-oriented design and design patterns, and programming skills.

• You have 5+ years of engineering team management experience.

• You have a MS in Computer Science/Engineering, or related field.

• You have used big data technologies (i.e. Spark/MapReduce/Hadoop, etc.) at one point in your career, and have built web-scale data pipelines.

• You have used SQL and reporting tools at one point in your career, and are analytically savvy.

Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $360,000 - $920,000.

Job is open for no less than 7 days and will be removed when the position is filled.

• You will provide in-depth analysis or specialization for complex or escalated HR inquiries, concerns, and cases. Some examples include local Onboarding and Benefits support, Payroll, Leaves of Absence, and Stock Options Program.

• You will be responsible for delivering service at key moments in the employee’s lifecycle, such as new hire orientation, exit logistics support, and international transfers.

• Collaborate with the Global Talent Operations Centers (GTOC) to provide guidance, solutions, and specialized insights to establish standardized services throughout the organization, all while adhering to employment laws and regulations. GTOCs are our employee’s first point of contact, and we expect the Generalist to partner with them in the overall service delivery

• Design, build, and stabilize new HR process frameworks, assessing their suitability for transition to the Global Talent Operations Team through detailed intake and stabilization

• Update and create Work Instructions and Job Aids for our Global Talent Operations Team to facilitate efficient service delivery. Develop and maintain documentation for Tier 2 services

• Collaborate with internal partner teams (e.g., Payroll, Benefits, Mobility) to enhance knowledge management and process improvement across service delivery centers

• Lead or participate in theme-based projects, partnering with the Project Management team to document new processes and train delivery teams

• Develop and maintain relationships with partner teams, creating and updating Ways of Working and Playbooks

• Take an active role in compliance initiatives, adapting to varying compliance requirements across regions

• Drive process improvement efforts by evaluating and assessing existing processes, using data-driven insights

• Leverage data and metrics to develop insights that can further enhance our service delivery

• Exemplify the Netflix Culture Memo values, fostering collaboration and supporting the Talent Operations Team

• Strong understanding of employment and labor laws (primarily Philippines and the rest of Southeast Asia - Thailand, Singapore, among others), balancing compliance with flexibility and efficiency

• Ability to comprehend complex processes and apply them effectively to unique scenarios

• Skilled in simplifying complex concepts and implementing process improvements that enhance operational scalability.

• Effective problem-solving skills, offering sustainable and scalable solutions even in challenging situations

• Comfortable working both independently and collaboratively in a fast-paced, project-oriented environment

• Familiarity with Project Management principles and Agile methodologies

• Strong negotiation skills to work with partner teams, establishing clear responsibilities and alignment

• Proficiency in knowledge management, creating user-friendly work instructions, and educating others on processes

• Data-driven mindset, capable of leveraging and analyzing data to inform decisions and strategies

• Excellent analytical skills to translate data into impactful insights and recommendations

• Bachelor's degree in HR, Business, or related field (or equivalent work experience)

• 6+ years of experience in HR Operations, HR Shared Services, or similar roles

• Proven track record of successfully managing complex processes, projects, and initiatives

• Strong grasp of employment laws and regulations in the Philippines and other countries in Southeast Asia (SEA)

• Understanding of data analysis tools and techniques

• Exceptional communication and interpersonal skills

• Relevant HR certifications are a plus

• Must be amenable to working hybrid (2-3 times onsite per week) in our office in Makati