**Experienced Director of Customer Service – Global Operations and Strategic Leadership**

We are seeking a seasoned and visionary leader to spearhead our customer service initiatives and team, driving innovation and excellence in our rapidly expanding global and regional business landscape. As the Director of Customer Service, you will be responsible for overseeing our current partner operations across Mexico, Peru, and Brazil, and will play a pivotal role in shaping the future support structure. Our ideal candidate will possess exceptional call center expertise, driving site performance in line with our global business metrics while adapting to regional nuances.

• *About Us**

At Netflix, we are revolutionizing the way people consume entertainment, and our customer service team is at the forefront of this revolution. We are a dynamic and innovative company that values creativity, collaboration, and a passion for delivering exceptional customer experiences. Our customer service team is dedicated to providing world-class support to our subscribers, and we are looking for a leader who shares our vision and values.

• *Key Responsibilities**

As the Director of Customer Service, you will be responsible for:

• Directing current reevaluated locales (Mexico, Peru, and Brazil) while driving ideal execution and efficiency
• Building a culture that upholds our core mission to make the Netflix experience stunningly better
• Creating and maintaining an elite performance culture where employees are highly engaged and motivated
• Collaborating closely with site authority and Global Customer Service management to consistently deliver unparalleled service and support to Netflix clients while achieving YoY cost efficiency
• Leading and driving support projects and new initiatives that enable us to gain insights and identify best practices to share across the global CS organization
• Developing, creating, and implementing new strategies and work processes to manage functional scale efficiently
• Supporting your team as a resource for growth and eliminating barriers
• Building strong bridges and tight partnerships with cross-functional partners

• *Essential Qualifications**

• 10+ years of experience scaling and overseeing large-scale operations at a multicountry level (1000+ employees)
• Demonstrated experience creating and driving high-performing teams in a superior execution culture
• History of building strong relationships within CS and cross-functional groups
• Understanding of electronic content and streaming technologies
• Knowledge of and experience managing cross-functional groups (i.e., WFM, Learning and Development, Insights, etc.)
• Strong analytical skills with the ability to interpret and summarize complex performance and customer data patterns to drive meaningful plans that are effective to the business
• Experience presenting reports, trends, and recommendations to the team and senior management
• Demonstrated ability to track, measure, and advance multicultural tasks group
• Excellent communication skills with the ability to voice opinions and provide feedback
• Strong communication skills in various settings (one-on-one to large all-hands) and formats (written, casual, or formal presentations, group meetings, etc.)
• You thrive in a fast-paced environment, have a high level of academic interest, and have an objective-oriented entrepreneurial mentality
• Ability to collaborate, influence, and partner effectively with senior internal stakeholders
• Demonstrated ability to lead through change, ambiguity, and growth
• Exhibited history of advancing, testing assumptions, and executing better methodologies

• *Preferred Qualifications**

• Experience working in a customer service leadership role in a global organization
• Knowledge of and experience with customer service metrics and benchmarks
• Familiarity with streaming technologies and platforms
• Experience working with cross-functional teams to drive business outcomes
• Strong problem-solving and analytical skills
• Ability to work in a dynamic and fast-paced environment
• Experience with change management and process improvement initiatives

• *Career Growth Opportunities and Learning Benefits**

At Netflix, we believe in investing in our employees' growth and development. As a Director of Customer Service, you will have opportunities to:

• Develop and implement new strategies and processes to drive business outcomes
• Collaborate with cross-functional teams to drive innovation and excellence
• Participate in training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as the company grows and evolves
• Contribute to the development of our customer service team and culture

• *Work Environment and Company Culture**

At Netflix, we value a culture of innovation, creativity, and collaboration. Our work environment is dynamic and fast-paced, with a focus on delivering exceptional customer experiences. As a Director of Customer Service, you will be part of a global team that is passionate about making a difference in the lives of our subscribers.

• *Compensation, Perks, and Benefits**

We offer a competitive salary and benefits package, including:

• Salary: $120,000 - $150,000 per year
• Bonus structure based on performance
• Comprehensive health insurance
• Retirement plan
• Paid time off and holidays
• Professional development opportunities
• Access to Netflix's innovative products and services

• *How to Apply**

If you are a seasoned leader with a passion for customer service and a drive for innovation, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.

Apply Job!

Apply for this job