Website Netflix
Netflix is transforming entertainment, changing the perception of what television is and how it can be enjoyed. Fueled by the broad appeal of being able to instantly watch unlimited movies and TV series, Netflix is the world’s leading Internet television network with over 139 paid million members in 190 countries. As Netflix continues to grow and expand, we are looking for a talented team member to join the Customer Service team as a Corporate Escalations Supervisor to provide expertise and leadership in managing privacy/data protection, legal sensitive inquiries, and corporate functions handled by our Corporate Escalations team.
As a Corporate Escalations Supervisor, you will manage a team supporting multiple functions including: responding to complaints filed with government agencies, inquiries related to customer privacy, data disclosures for Law Enforcement and Consumer Claims, and processing of all escalated complaints sent to corporate teams.
Responsibilities:
- Develop and manage a team of Corporate Escalation agents including hiring, development and feedback
- Coach team to address specific areas of focus or performance concerns
- Manage partnerships with Privacy and Regulatory Compliance teams
- Maintain and improve documentation for team job functions and continue to drive process improvements
- Maintain metrics relating to all job functions to track volume and drive decision making
- Liaison with cross functional teams in Los Gatos on corporate policies and/or issues
- Analyze, investigate, and summarize complex fact patterns, technical matters and concepts
- Serve as the day-to-day lead on triage and investigation (where necessary) of customer inquiries and articulate recommended solution(s) in a concise and succinct manner
- Oversee the crafting of routine and complex drafts to ensure responses are accurate, articulate, appropriate, and timely
- Drive team performance to ensure deadlines and expectations are met for process specific and time sensitive workflows
Requirements:
- Self-starter who can work independently in an ambiguous landscape, with ability to manage own time effectively
- Receptive to and able to appropriately incorporate feedback to continuously improve workflows and processes
- Ability to adapt to business needs and thrives in a fast-paced environment with shifting priorities
- Excels in communication (both written and verbal), analytics, organization, with keen attention to detail
- Ability to manage multiple tasks and high visibility projects with strict deadlines
- 3+ years of experience managing a team, preferably within a customer service environment, with proven success building, leading, and motivating a team of direct reports
- Working knowledge of data protection, information security and regulatory compliance is a plus
- Foreign language fluency (particularly in German, Brazilian Portuguese, and/or Korean) a plus