Job Applications – Research Team Manager

Job Description:

As a Technical Research Team Manager (a.k.a. Tier 3), you are responsible for managing a group of highly skilled Technical Research Specialists. You will be one of APAC Tier 3 Manager to represent and coordinate with global cross functional teams and stakeholders. You are also expected to lead a Tier 3 specialty (Tier 3 Pod) to hone technical research analysis of your team members and integrate support improvements for operational excellence. Your top priorities will be issue management, coaching, mentoring, and leading team members with the ultimate goal of driving improvements in the Netflix product and CS platform through investigation of escalated Netflix issues.

Job Responsibilities:

• Collaborate and document project memos on initiatives or process improvements to ensure alignment within Netflix customer service
• Extend support for new training and process rollouts
• Oversee all aspects of the escalation process, systems outage management, support for streaming product development, and working hands-on with these functions as needed
• Drive ownership and coordinate daily activities and projects, including knowledge base content updates, bug triage prioritization, and customer-facing outage management
• Represent the Technical Research Team as a point of contact when interacting with APAC internal and external stakeholders
• Sustain a high performing team to expose friction and reliability concerns within the product that also drive pain for customer service
• Prepare and conduct quarterly Tier 3 town halls to present team performance and overall strategy
• Participate in hiring and onboarding of Technical Research Specialists as needed
• Lead a team of Technical Research Specialists as you coach and develop their potentials to dive into areas of focus and opportunity within their performance and Netflix culture
• Lead a Tier 3 Pod and constantly seek to be current and improve in that knowledge

Job Requirements:

• You possess a passion for people development in a high-performance environment
• You have experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL
• You have more than 5 years of experience in people management working with diverse backgrounds and cultures
• You have a high level of responsibility, ownership, and accountability
• You have the ability to communicate highly complex issues effectively
• You partner with peers from across the globe to share best practices and encourage mutual development
• Proven working experience in issue management or project management is advantageous
• An inclusive and empathetic leader
• You have experience creating, editing, and maintaining knowledge base and/or training documentation
• Experience in a technical research or support engineer role helping to determine the root cause of technical issues
• Able to learn quickly and adjust to a rapidly changing environment
• You thrive in an innovative culture where autonomy is necessary, evolution is inevitable, and strong communication is paramount
• You possess strong written and verbal communication skills
• You will analyze metrics and escalation trends to drive improved efficiency and understanding of customer impact

Job Details:

Company: Netflix

Vacancy Type: Full Time

Job Location: Manila, National Capital Region, Philippines

Application Deadline: N/A

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