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Technical Research Manager - Studio Production

Netflix, Salt Lake City, Utah

Leading subscription service for watching TV episodes and movies


Netflix is revolutionizing entertainment. From creating pivotal moments in story-telling history to rediscovering itself from a streaming service to the world's best studio, Netflix is at the forefront in data-driven business execution. This passion extends well into the world of support, where we offer exceptional customer service for our millions of global members. One way we do this is through high-touch, business-to-business driven support, aiming to solve challenges that face our technology and our studio production business.

The Customer Service Technical Research team at Netflix is building an exciting new team to help solve the many support scenarios that occur when running a global studio production team. As Netflix continues to develop amazing original content and build the world's most technology-driven studio, the drive to innovate around solutions to logistics, scheduling, and software grows. Simply put, our goal is to provide our productions with tools superior to anything else out there, and support the effort to create the most productive, honest, and creative studio the world has ever seen.
 
As a CS for CREW team manager, you will play a critical role in managing a team of highly skilled Technical Research-Studio Production Specialists in Salt Lake City, UT. You will be expected to show strong leadership skills and partner effectively with our studio support teams, helping to drive your team to provide world class support, research, and innovative ideas that will shape the future of the technology Netflix studios utilize. You'll do this by managing a CS for CREW team that is part of a global support team for our studio production crews. The team ensures an exceptional experience for our productions by providing support to critical production software, coordinating on set support to address any issue that comes up during filming, and helping studio production design teams solve challenges with our underlying technology applications as an advocate for the production teams that they support.  Your top priorities will be managing issues, business to business relationships, coaching, mentoring, and leading team members with the ultimate goal of driving improvements in the Netflix studio applications and overall production experience. 

Who you are:

  • You have 3+ years of people management experience, preferably in an international environment working with people from multiple backgrounds and cultures.
  • You have at least 2 year of experience in a technical research or support engineer role helping to determine the root cause of technical issues. Previous experience and knowledge of studio productions a plus.
  • You have a strong background in software support, technical applications usage, or consider yourself a technology-driven thought leader.
  • You are always on the lookout for opportunities to improve tasks, user experiences, and deliver cohesive ideas around innovative support strategies and application design considerations.
  • You like to spark joy for internal partners with highly effective solutions to their problems, cutting out complexity, and getting teams back to being productive.
  • You have strong communication skills to partner with technical and non-technical stakeholders effectively. You love to document and define new support solutions.
  • You are proficient with phone and computer-based support solutions.
  • You thrive in an innovative culture where autonomy is necessary, and strong communication is paramount
  • You can relate to many of the aspects of the Netflix Culture and love to operate independently and as a team member while collaborating and giving/receiving robust and candid feedback to your team members.

What will you be doing:

  • You will be the primary manager for a team of Technical Research - Studio Production Specialists
  • You will be a subject matter expert on all responsibilities maintained by your team and constantly seek to be current and improve that knowledge.
  • You will work with key stakeholders from various departments ensuring that all needs are met.
  • You will compose documents and reports on your teams performance and current issues impacting our studio production teams.
  • You will oversee all aspects of the escalation process, systems outage management, support for studio product development, and working hands on with these functions as needed.
  • You will coach and develop your team to identify areas of focus and opportunity within their performance and our culture.
  • You will drive ownership and coordinate daily activities and projects, including knowledge base content updates, bug triage prioritization, and customer facing outage management.
  • You will drive team performance to expose friction and reliability concerns within the products and processes that also drive pain for our production teams.
  • You will provide support for new training and process rollouts.
Come learn more about the team by applying to be a Manager of our Technical Research - CS for CREW team and help us build the world's most productive, honest, and creative studio support team the world has ever seen built around Netflix's Freedom and Responsibility Culture.

About Netflix

Netflix is the world’s leading Internet television network with over 100 million members in over 190 countries enjoying more than 125 million hours of TV shows and movies per day, including original series, documentaries and feature films. Members can watch as much as they want, anytime, anywhere, on nearly any Internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.

Want to learn more about Netflix? Visit Netflix's website.