Engineering Manager- Customer Service Engineering

Netflix is one of the world’s leading entertainment services with 278 million paid memberships in over 190 countries enjoying TV series, films and games 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.

The Role

The Customer Service Engineering team empowers Netflix Customer Service to help customers resolve issues as they try to stream or sign up for Netflix.  We do this by creating a maintainable, scalable, and resilient technology ecosystem that blends in-house and vendor solutions.  Our areas of responsibility include our contact center, CRM, CMS, member management system, and other operations tools.  We focus on operational and cost efficiency, agent and customer experience, and enabling rapid innovation in how Netflix does Customer Service.   We are looking to add an Engineering Manager to help lead the Customer Service Engineering team and to grow it through the next set of innovations in the customer service space. We are in the midst of transforming our technology ecosystem from one that is composed of mostly legacy home-grown applications to one that leverages vendor solutions in certain areas while still adding first-party Netflix-specific value to meet the needs of our global, best-in-class Customer Service organization.   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. 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. Netflix is a unique culture and environment.  Learn more here.

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.