Technology Systems and Operations Specialist - Los Angeles, United States - Netflix

Netflix

Verified Company

Los Angeles, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Los Angeles, California- Netflix Technology Services- 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:

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 crossfunctionally with stakeholders to learn, document, and advise with a focus on driving efficiency, resolution of issues and improved onsite 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 crossfunctional partners to proactively identify issues as they arise and conduct retrospective analysis on largescale 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 problemsolving, and strategic planning.
Ability to think beyond the problem in front of you to make a longterm difference.
Emphasis on executing solutions and implementing longterm 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.
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