Manager, Customer Service Insights

Netflix   •  

Los Gatos, CA

Industry: Media

  •  

5 - 7 years

Posted 28 days ago

Manager, Customer Service Insights

At Netflix, we are shaping the future of global entertainment because we believe there is a better way to watch. Our members need our help from time to time, and that’s where our Customer Service (CS) organization focuses; providing amazing interactions with our subscribers around the world.  Our goal is excellence, simplicity and getting our members back to streaming. Netflix is looking for a talented Insights Manager to join our CS Product Support Operations (PSO) team in Los Gatos. 

 The Product Support Operations team is the bridge between Netflix CS teams and our partners in Product, Marketing, and other business functions, focusing on agent/operational readiness, customer self-service, facilitating insights, and driving improvements to the customer and agent experience. This role reports into the Director of Product Support Operations and will manage a team of Customer Experience Analysts.

Responsibilities

  • Bring the voice of the consumers to the business leaders in a way that has a direct and immediate impact on the business
  • Synthesize actionable insights from our global supportnetwork into concise, high-impact research/insights briefs to inform the business
  • Gather insights via call listening and transcription analysis, customer service agent focus groups and side-by-sides, and other qualitative methods, in order to identify trends and opportunities for our product, marketing, and customer service teams
  • Leverage great storytelling to help socialize customer and agent pain points
  • Work closely with internal partners (like Product Support Operations Managers, Data Science, and Engineering) to identify relevant quantitative data to answer key business questions
  • Ensure all communications are effective, engaging, and promote a culture of learning and knowledge exchange across the Netflix organization
  • Manage a global team of regional Customer Experience Analysts

What You Should Have

  • 5+ years of experience in insights gathering with hands-on expertise and passion for research; customer service experience a plus
  • Bachelor’s degree; ideally with focus in a relevant insights field like Anthropology, Sociology, Marketing, Technical Communication
  • Ability to gather and analyze a variety of data points (qualitative and quantitative) and whittle that information down to the most salient insights for the business
  • Proven track record of developing highly effective communication with measurable impact
  • Excellent command of written and spoken English
  • High level of responsibility, ownership and accountability
  • Ability to simplify highly complex issues for a non-technical audience
  • Proven effectiveness at delivering impactful presentations to a variety of audiences
  • Passion for great customer experiences
  • Ability to prioritize tasks based on business needs
  • Extreme attention to detail and great organizational skills for managing multiple tasks and project deadlines (project management experience a plus)
  • Experience managing direct reports