Consumer Messaging Operations Specialist jobs at Netflix

Responsibilities

• Lead the team designing and deploying our broadcast infrastructure and broadcast operations centers.

• Collaborate with Broadcast Operations, Broadcast Systems, Production, and partners to support live broadcasts.

• Evaluate and guide decisions on IP and new technologies, including cloud and remote productions.

• Develop detailed technical documentation, including schematics, system designs, and user manuals.

• Manage project budgets, cost estimates, and timelines while overseeing multiple projects.

• Maintain production and technical infrastructures, including equipment, content management, and communication systems.

• Experience in reviewing and managing contracts with third-party providers to ensure deliverables

• Design, commission, and implement AV systems, integrating cutting-edge technologies to enhance performance.

• Build and maintain strong relationships with vendors, stakeholders, and partners to ensure effective collaboration and the success of Netflix's live projects, including managing broadcast, master control, and distribution needs.

• Ability to analyze and evaluate vendor proposals and pricing structures to ensure alignment with Netflix's financial objectives.

• Represent Netflix in live production-focused partnerships, fostering productive relationships to support project success and drive new developments. Able to design SLA and partnership strategies.

• Strong negotiation skills to secure favorable terms that align with Netflix's goals and budget constraints. Ability to advocate effectively for Netflix's interests while maintaining positive vendor relationships.

• Act as the escalation point for live event technical issues, supporting high-profile events.

• Identify opportunities for technical and operational efficiencies throughout the broadcast airchain, pursuing solutions from the discovery and project planning phases through to implementation. Evaluate and guide decisions on IP and new technologies, including cloud and remote productions.

• Be able to work with flexible hours based on the live events schedule.

• Some travel will be required to support Netflix’s live technical systems and live events, including weekends and holidays.

Qualifications

• 10+ years of experience in management or supervisory roles in Broadcast Engineering.

• Proven experience in designing and maintaining IP-based and virtualized workflows, facilities, and modern broadcast core technologies such as ST-2110 and NMOS, PTP, JPEG-XS, UHD and HDR workflows, SRT, AVC/HEVC, and Zixi.

• Advanced knowledge of networking fundamentals and IP-based workflows.

• Experience with routing platforms for video, media workflow, video transport, and delivery.

• Understanding of ASI, Baseband video signal workflows, and SMPTE standards.

• Familiarity with transport mediums such as private fiber networks, WAN, Satellite, Cellular Bonding, LEO, etc.

• Deep expertise in broadcast workflow technology and concepts surrounding transmission and contribution feeds, routing, format validation and conversion, closed captioning, SCTE104/35, playout, record, storage, intercom, and monitoring, logging, and alerting strategies and solutions.

• Communicate clearly and effectively with a wide range of stakeholders, including end users, developers, engineers, and executives, both internally and externally.

• Successfully manage multiple long-term projects from start to finish, including coordination with third-party vendors.

• Possess excellent verbal and written communication skills.

• Work independently and think creatively to solve problems.

• Be willing to travel and work flexible hours, including shifts and weekends.

• Demonstrate strong problem-solving skills, with the ability to identify issues and implement effective solutions under pressure.

Nice-to-Have

• Ability to assemble and operate studio, post, and on-air production systems.

• Networking and broadcast industry certifications (CompTIA Network+, Arista/Cisco technology, SBE certifications, AVIXA CTS, etc)

• Expertise in AWS, command line operations (Linux/Windows), and open-source multimedia frameworks.

• Experience with cloud-based infrastructure

• Experience with at least one programming language (Java, Go, Python)

• Experience in Unix (or Unix-based systems), shell scripting, and good SQL knowledge

• Experience with web technologies and distributed systems with microservices architecture

| RESPONSIBILITIES

• Act as a high-responsibility service owner for a broad range of enterprise applications

• Relentlessly pursue improvements, with a keen eye for how engineering solutions reduce toil and eliminate manual tasks

• Design, implement, and maintain scalable and reliable infrastructure to support our services

• Develop, test, and deploy API integrations with other platforms and web services

• Implement and improve monitoring and alerting systems to proactively identify and address potential issues

• Partner closely with our Product Management and Netflix Technology Experience teams to identify support-enabling tools (i.e. self-service tools to help our Support teams scale)

• Administer, manage, and configure a variety of internal tools and SaaS applications such as Google Workspace, Slack, and Zendesk

• Partner with existing internal customer teams to assess opportunities for improvement, workflow efficiencies, and engineering solutions

| WE VALUE

• Strong problem-solving skills and the ability to make data-driven decisions

• Passion for engineering principles and developing tools and applications for impact with high quality

• Ability to thrive in a dynamic environment where needs shift and clearly articulate priorities and critical outcomes to your team

• Demonstrated sound judgment by taking a strategic approach to solving technical problems with a holistic view of the business impact

• Collaboration and continuous improvement are fundamental to growing the team’s impact over time

• A desire to learn and readiness to mentor others both within and outside of the team

| SKILLS AND EXPERIENCE

• 5+ years of experience as a Systems Engineer or in a similar role

• Strong scripting and programming skills (Python, Go, Java or JavaScript/)

• Expertise administering and developing solutions for enterprise software platforms like Slack & Google Workspace

• Experience with cloud platforms like AWS, microservices architecture

• Experience with low-code/no-code development platforms like Workato and Okta Workflows

• Experience with incident management and response

• Experience with employee onboarding and offboarding workflows

• Excellent communication & collaboration skills and a continuous improvement mindset

• Proven ability to cultivate relationships through influence

• Proven ability to assess complex issues and implement effective solutions

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 $100,000 - $700,000.

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

We are seeking a Senior Data Scientist with strong causal inference and experimentation experience to elevate and evolve the Messaging experience for our members. In this role, you will drive experimentation to optimize our Messaging platform, particularly for driving new business areas (e.g., Live events) and modes of outreach (e.g., WhatsApp). Working in a highly collaborative and cross-functional environment, you will be responsible for partnering with our Product and Engineering teams to identify, incubate, and enable product innovations leveraging robust measurement techniques (e.g., experimentation, modeling, analytics).

As a Data Scientist, you’ll be at the forefront of product innovation. You’ll work with other data scientists, data and analytics engineers, and product teams to drive product vision and advance measurement strategy through new metrics, methodological approaches, and deep dive analyses. This role is positioned to expand the core of our Messaging program to better support emerging business initiatives and ensure we are reaching members in a way that is effective and delightful.

In this role, you will:

• Drive product innovation through robust measurement strategies across experimentation, modeling, and analytics to shape how our members experience Netflix Messaging.

• Establish strong partnerships with stakeholders to shape a space's vision, whether by helping determine a product strategy or defining new metrics.

• Develop experimentation and measurement frameworks to increase the velocity of investments and aid complex decision-making.

• Facilitate ownership and accountability by ensuring that the team produces trustworthy, high-quality outputs that influence the decisions and direction of member experience.

• Be flexible to changing circumstances - Messaging is an area of rapid innovation, and this role will help shape what that innovation looks like.

To be successful in this role, you have:

• Advanced degree in Statistics, Mathematics, Computer Science, Economics, or a related quantitative field.

• 5+ years of relevant experience focused on experimentation and causal inference, with a strong fundamental knowledge and practical experience in both.

• Strong statistical knowledge and intuition.

• Strong Quantitative Programming skills in a language such as Python or R, and data manipulation skills in SQL.

• Exceptional oral and written communication skills.

• Passion for driving product vision and innovation strategy by leveraging a broad set of techniques and building strong partnerships with stakeholders.

• Strong product sense to balance between addressing stakeholder or test-specific needs and investing in scalable solutions to serve general use cases.

• Ability to work independently and drive your own projects.

• Embodieswhile bringing a new perspective to continue to improve our culture.

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 $170,000 - $720,000.

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

In this role, you will manage the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Challenge the status quo by seeking opportunities to enhance reliability, partnering with the reliability and IT BPO program managers to prevent recurring issues rather than just fixing them. Additionally, you are responsible for providing administrative support for CS Tools user access needs. This position is crucial for ensuring that operations within the CS framework run smoothly and efficiently, particularly in maintaining and enhancing tool functionality and user experience.

• Manage the escalation lifecycle for all technical issues affecting users of Customer Service Tools and services. This includes issue discovery and validation, research, documentation, prioritization, and communication. Additionally, it involves advocating for fixes to engineering partners, third-party vendors, and the CS Product team, and validating the implemented fixes to ensure they effectively resolve the issues.

• Support CS Tools user access inquiries and group access policy management.

• Provide CS Operations teams with research support on BPO IT issues impacting agents and tooling.

• Support cross-functional stakeholders with CS Tools testing initiatives spanning new or updated product rollouts, CS Site onboarding, etc.

• Operate as a CS Tools subject matter expert for the CS organization.

• Manage support channel inquiries and ensure SLAs are met.

• Create and maintain runbooks and resource material pertaining to CS Tools support and user admin workflows.

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

• Participate in an oncall support rotation.

• Embody the

• 5+ years of relevant experience related to IT support, application support, technical troubleshooting, and issues research.

• A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling.

• Experience supporting Customer Service target SaaS applications (CRM, CMS, CCaaS, etc).

• Effective communicator with stakeholders across all technical levels.

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

• Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.

Generally, 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 $50,000-$190,000.

The Technology Research Group is on a mission to

As the Technology Research Group Senior Design Technologist, you will identify and propose solutions for a diverse set of challenges across the company and act as a cross-functional bridge within Games Experience Engineering and outside stakeholders and partners. At times, you will drive design implementation for new prototypes using experimental tech stacks, including actively scripting (throw-away prototype code). In other cases, you give the appropriate support, collaboration, ideation, and feedback to the designated design leader of a project so they can communicate the value-add to leadership.

• Be a part of Technology Research Group staff to help shape organizational, partner, and technical strategy.

• Design and create prototypes that serve as a proof of concept for technical research. These prototypes need to be the communication piece that explains the member’s user experience interfacing with the experimental tech stack.

• Invent new UX paradigms that will help drive innovation across the organization.

• Partner with Product, XD, Internal Games, External Games, and Games Experience Engineering to advocate for significant technical design investments that will set us up for success for years to come.

• Dive deep and understand problems across the significant investments within Netflix Games, from the internal studios, transmedia, external studios, product, and engineering teams.

• Product-minded IC that ensures technical design direction is compatible with product and content direction and vice versa.

• Collaborate with ICs in other organizations (Content, Transmedia, Product, XD, Data & Insights, Internal Game Studios) to advocate for holistic solutions to balance Gaming and Netflix concerns.

You may be a good match for this role if you;

• At least 10 years of game development experience with projects shipped utilizing R&D outcomes.

• Convey complex design concepts to stakeholders, driving conversations and decisions through written and/or verbal communication.

• Can work with senior leadership to develop a long-term technical strategy and map business goals to appropriate design investments.

• Have a proven track record in designing, building, and operating experimental systems that highlight and communicate the cool factor of sometimes esoteric technical stacks.

• Experience working with cloud gaming platforms and WebRTC technologies.

• Comfortable working in Unreal Engine, Unity3D, & Defold game engines. Preferably with shipped commercial projects.

• Comfortable working across multiple gaming platforms, including web, mobile, and console. Bonus points if you have experience working with custom hardware experiences.

• Deep experience working in prototype hardware environments, including controllers and nonstandard controller UX.

• You have deep technical art skills, visual effects, UI, UX, (C#, JS, UE C++.Blueprints).

• Are comfortable with ambiguous and fast-paced technical environments that require prototyping, experimenting, and iterating (including throwing away code) to get to product market fit.

• Can rapidly design, document, and implement new UI/UX schemas.

• You are deeply technical with success in setting the design direction for engineering projects, making strategic design decisions, and influencing cross-functional teams.

• Are strongly motivated to learn new domains and expand your current scope.

• Are curious about discovering innovative ways to solve problems.

• Are self-driven and highly motivated to deliver critical-tiered solutions.

• Are passionate about guiding, managing, and mentoring stunning colleagues.

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 $100,000 - $720,000.

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

Key responsibilities:

• Analyze, evaluate, and improve the functionality and performance of HR systems, including HR management software, applicant tracking systems, and employee self-service portals.

• Collaborate with Talent stakeholders to evaluate HR workflows and system requirements, and identify areas for improvement.

• Design and implement system enhancements, configurations, and customizations through system updates, testing, and troubleshooting, ensuring they meet the needs of the stakeholders

• Provide technical support and training to end-users, ensuring proper system usage and resolving any system-related issues.

• Develop and maintain HR system documentation, including user manuals, process maps, system configurations, and training materials.

• Collaborate with cross-functional teams, such as HR Tech and talent, to implement system integrations and data migrations.

• Monitor system performance, data integrity, and security, identifying and addressing potential risks or issues proactively.

• Manage system projects from conception to completion, including planning, testing, implementation, and post-implementation support.

• Collaborate with HR stakeholders to analyze and report on HR data and metrics, providing insights and recommendations for process improvements.

Experience:

• Strong analytical and problem-solving skills with the ability to understand complex HR processes and translate them into system requirements.

• Proficiency in HR systems and software, such as HR management systems, applicant tracking systems, and payroll systems.

• Solid understanding of HR processes, including recruitment, onboarding, performance management, employee data management, and benefits administration.

• Technical expertise in system configuration, customization, and troubleshooting, with knowledge of programming languages and database management.

• Proficiency in data analysis and reporting, using tools such as Excel, Power BI, or similar platforms.

Required Qualifications

• 5 -7 years of hands-on experience in Information Technology, Human Resources, or a related field.

• Prior experience as an HR/Business System Analyst or similar role, with a strong grasp of HR processes and systems.

• Certification or relevant training in HR systems; Workday is preferred.

• Familiarity with project management methodologies and tools, as well as lean and agile methodologies.

• Experience in system implementation and support, including system testing and end-user training.

• Strong understanding of data privacy and security regulations related to HR systems.

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 $80,000 - $280,000.

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

RESPONSIBILITIES

• Respond to real-time fraud attacks against the service using both internal and external tools, working on-call as required (part of on-call rotation)

• Collaborate effectively cross-functionally throughout the organization (Regional Payment Leads, Product, Customer Service, Data science & Analytics, Engineering, Finance and Legal, among others) in the investigation and remediation of fraud patterns

• Support core payments methods, such as cards, direct debit, wallets, DCB, UPI, among others

• Support proactive efforts to (a) measure and (b) mitigate fraud risk without negatively impacting core metrics and the broader customer experience

• Interact with outside partners (e.g., fraud prevention vendors, processors/acquires, card networks, issuers) to address problems while focusing on identifying and addressing underlying causes

QUALIFICATIONS

• Familiar with merchant fraud prevention solutions, global payment systems, payment methods and flows - 4+ years experience ideal

• Able to take on complex situations as well as understand key metrics and how they impact the business

• Strong SQL skills, highly analytical with an ability to make data-driven decisions and translate identified opportunities into actionable changes

• Critical thinker with strong problem solving skills and high attention to detail

• Clear, effective communicator

• Able to remain highly organized in a loosely structured, fast-paced environment

• Excited and curious about being involved in global payments fraud prevention and the prospect of delivering high-quality entertainment throughout the world

• High level of intellectual curiosity focused on generating results, and exhibiting the highest personal and professional standards of integrity and ethics

• Very organized and ability to manage multiple workstreams at once

• Motivated, disciplined, and able to work autonomously

Generally, 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 $120,000 - $515,000.