Job Information
Netflix Technology Systems and Operations Specialist in Los Angeles, California
Netflix is the world's leading streaming entertainment service with over 260M paid memberships in over 190 countries enjoying TV series, documentaries, and feature films across a wide variety of genres and languages. Members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
SUMMARY & ROLE:
N-Tech: Technology Systems and Operations Specialists (TSOS) champion the experiences on-site to drive end-user success through technology. N-Tech optimizes user experiences with internally provided technology via strategic documentation, resolution, and prevention of friction. This begins the process of working with partner teams to improve the overall technology experience and permanently resolve recurring issues. Your top priorities will be to own the on-site experiences through addressing technical challenges, executing operational excellence, creating documentation, managing business-to-business relationships, and analyzing trends & data to identify the impact of user issues, with the ultimate goal of driving improvements in Netflix facilities and overall user experience. This position will partner with our support, engineering, and networking teams, to name a few, as we operate as an escalation point for various applications, services, and technologies. This role is responsible for reducing complexity and improving the user experience at Netflix-owned properties by leveraging technology and workflow enhancements. A core responsibility of this role will be to lead a team of technicians to ensure on-site support scales to meet the needs of our workforce.
RESPONSIBILITIES:
Own the on-site experience for assigned Netflix Facilities:
Drive on-site end-user experience, including workflow designs that meet the business goals of our N-Tech organizations and our stakeholders' needs.
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.
Identify and link ZenDesk tickets that show a pattern of behavior/user friction, then curate the stories of the patterns, and maintain the health of the Technology Experience Jira space.
Partner cross-functionally with stakeholders to learn, document, and advise with a focus on driving efficiency, resolution of issues and improved on-site experience.
Demonstrate an understanding of business outcomes by providing forecasting and planning in partnership with leadership.
Lead the day-to-day operation of Netflix facilities, Netflix-owned tools, and services:
Develop Standard Operating Procedures and communicate changes to Support, Reliability, and Engineering teams.
Train and lead a team of technicians to conduct work on behalf of Netflix (Effectively manage support volume, contracted resources, work scheduling, and oversight of operations, Ensures the quality of support through continuous review, feedback, and coaching, Develop a deep understanding of user sentiments and friction to curate each user interaction into stories).
Create and leverage metrics and data to identify trends to collaborate effectively with partner teams that build value and scalable solutions.
Serve as the escalation point for N-Tech teams to drive proper and timely resolution for issues that require on-site resolution:
Curate learnings on how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning.
Prioritize troubleshooting and managing technical issues, escalating as needed to the appropriate partner groups, and develop/sustain robust documentation to create a positive knowledge base experience.
Deploy smart hands technicians that act as force multipliers for our team in locations where we lack full time presence.
Collaborate with cross-functional partners to proactively identify issues as they arise and conduct retrospective analysis on large-scale issues.
Culture, Teamwork, and Collaboration:
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.
Skills & Experience:
As a Strategic Thinker, you will play a pivotal role in shaping the future direction of Netflix through insightful analysis, innovative problem-solving, and strategic planning.
Ability to think beyond the problem in front of you to make a long-term difference.
Emphasis on executing solutions and implementing long-term operational strategies.
Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools.
Robust documentation mindset, translating the information into User Help Center 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).
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.
Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here (https://jobs.netflix.com/work-life-philosophy) .
Netflix is a unique culture and environment. Learn more here (https://jobs.netflix.com/culture) .
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.