Science and Analytics Manager, Customer Service

Netflix, Los Gatos, California

Leading subscription service for watching TV episodes and movies

Netflix is a company that is transforming the way we watch television.  We are leading the SVOD business and as we develop markets globally, we are looking to build teams with very high concentrations of talent.  Global Customer Service is one of the few verticals in which we clearly hear the sentiments of our customers all across the world.  At Netflix, we take Customer Satisfaction and Resolution very seriously, continuously improving our ability to help our users and build their love of our our brand.  
We are looking for a highly engaging, strategic Data Science and Analytics Manager to provide the data and insights support to make the Customer Service organization thrive.  Customer Service is like a company in itself with it’s own call center Recruiting and HR teams, Product & Engineering team, Localization, Operations, Financial Planning, Learning & Development, all areas you will support.  You will manage a team of talented Visualization Engineers and Analytics Engineers, working on interesting projects involving the buildout of impressive visualization, statistical models, text analytics, A/B testing, writing analytic memos that tell compelling stories with data.  

What will you be doing?

  • Recruit, develop and manage top talent data engineers, viz engineers and analysts.  Ensure that you and your team embody the Netflix culture.
  • Own the Data & Analytics Strategy for Customer Service, as well as partner with and influence CS leadership to shape overall CS strategy
  • Develop new techniques and data that will enable answering previously unanswerable and new questions
  • Collaborate with engineering and analytics teams to deliver on major cross functional initiatives, experimentation, and modeling efforts

Who are you?

  • You have experience working with customer behavior data
  • You have both an analytics and viz engineering background
  • Great track record of recruiting top talent
  • Experience in text/speech mining is a big plus
  • Strong communicator, very engaging, outspoken and someone who thrives in a debate culture
  • Passion for improving customer experience
  • You have used big data technologies at one point in your career
  • Advanced degree in Computer Science, Statistics, Engineering or related field
A few more things to know:
We expect a lot.  Our culture is unique and we live by our values, so it's worth learning more about Netflix at https://jobs.netflix.com/culture/#introduction.

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.