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Netflix Engineering Manager - Customer Service United States, California 260396762
17.07.2024
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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?
- Provide technical vision and strategy for building platforms that scale for the growing needs of the customer service ecosystem.
- Build strong relationships across business, data science, analytics, and engineering partners
- Balance immediate stakeholder needs vs longer-term vision
- Support your team by helping them understand priorities, drive down ambiguity bringing focus, provide context and empower them to bring their best and create impact.
- Coach and lead a dream team of UI, backend, and full-stack engineers to execute a shared vision between engineering, product and customer service partners.
- Participate in architecture decisions for technology innovation and be a thought partner/sounding board for your team, stakeholders, and partners.
- Grow and mentor this team through thoughtful observation and courageous, honest feedback
About you
- You have experience working with 3rd party CCAAS vendors like Sprinklr, Google CCAI or similar.
- You are an experienced engineering manager with hiring and leading high-caliber, full-stack teams with diverse technical strengths
- Mentorship / Guidance: You have a proven track record of managing a large successful team. You know that the most important part of your job is setting the team up for success. Through mentoring, teaching, and reviewing, you help other engineers make sound architectural decisions, improve their code quality, and get out of their comfort zone.
- Execution: You care tremendously about execution and feature velocity. You hold yourself personally accountable, jumping in and taking ownership of problems that might not even be in your team's scope.
- Hiring know-how. You're a thoughtful interviewer who constantly raises the bar for excellence. You believe that what seems amazing one day becomes the norm the next day, and that each new hire should significantly improve the team.
- Are Detail Oriented. You have a knack for solving customer service problems and are thinking about ways to improve it through higher engineering efficiency.
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 $190,000 - $920,000.
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