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Netflix Technical Research Team Manager Mexico, Mexico City, Mexico City 453297482
01.05.2024
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Responsibilities:
- Become a subject matter expert and lead and coach a team(s) of Technical Research Specialists in more than one area of technical specialties.
- Oversee and manage the execution of the day-to-day operations with escalation and incident management processes, frameworks, and disciplines together with the rest of the Technical Research Managers.
- Collaborate with the rest of the CS functional teams to streamline the overall member experience of CS from the end-to-end technical issue management perspective.
- Build trust and strong relationships with the primary stakeholders of Netflix Engineering teams for our collaboration and partnership.
- Continuously improve and optimize the escalation and incident management process and framework as well as the partnership and collaboration framework with the internal and external stakeholders.
- Manage the day-to-day operations and relationship with BPO (Business Process Outsourcer) which supports a part of the Technical Research operation.
- Foster a collaborative and high-performance culture through continuous feedback, supporting employee growth, coaching, and guidance.
- Use data-driven insights to enhance team performance.
What We’re Looking For:
- At least 5+ years of experience as a people manager in customer service, technical issues investigation and advocacy, and escalation and incident management capacity.
- Demonstrated ability to manage and articulate highly complex issues effectively.
- Prior experience working with the US-headquartered company with global responsibility.
- Prior experience managing customer-reported technical issues with great time sensitivity.
- Prior knowledge and experience with internally built tools, mobile devices and TV software and platforms, streaming platforms, payment and billing systems, and/or games.
- Ability to manage projects as well as oversee projects with delegation.
- Outstanding written and verbal communication skills: great memos and presentations, building trust, and creating collaborative partnerships cross-functionally are extremely important.
- Ability to identify problems, develop solutions, and implement them effectively.
- Ability to understand and use technical language. Must be able to communicate effectively with both highly technical teams and less technical audiences, facilitating shared understanding and collaboration.
- Excellent leadership, interpersonal, and multitasking skills.
- Experience working in a fast-paced, global environment that requires flexibility for schedule changes based on business needs.
- Experience using Atlassian JIRA, Confluence, Kibana, Tableau, Zendesk, or similar products.
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