Alphaville, Brazil- Customer Service- Netflix is the world's leading streaming entertainment service with 223 million paid memberships in over 190 countries enjoying TV series, documentaries, feature films, and mobile games across a wide variety of genres and languages. As Netflix continues to grow, we are looking for a talented team member to join the Customer Service team as an Investigations & Response Manager.
The Investigations & Response team is a global team focused on mitigating risk for the company through the specialized handling of sensitive inquiries with legal and/or reputational risk. Using data to understand volume, uncover trends, and inform decision-making. As an Investigations & Response Manager, you will lead a team that supports Consumer Claims within the LATAM and UCAN regions, as well as the data extraction for Global Law Enforcement requests. This role will report to the Investigations & Response Director based in Alphaville, Brazil.
The environment is fast-paced, requiring an ability to work autonomously with moderate oversight to manage aggressive timelines. You will need to demonstrate excellent problem-solving skills and the ability to manage shifting priorities. The right balance of operational management experience and people leadership experience will be key to success in this role.
**Responsibilities**:
- Define and shape team strategy and policies, while aligning with Global Programs when appropriate.
- Establish qualitative and quantitative measures, procedures, and plans to drive a high-performing team to ensure deadlines and expectations are met to specification.
- Match projects and tasks to team members based on their skills from both a tactical and strategic view.
- Oversee people management and performance including hiring, development, and feedback.
- Foster partnerships with Legal Regulatory Compliance, Public Policy, and other internal and external cross-functional teams.
- Partner with I&R Program Manager(s) and Operations Analyst on strategic approaches to complex/cross-functional initiatives, projects, and/or ad hoc issues/requests.
- Partner with I&R Program Manager(s) and Operation Analyst to maintain and uphold metrics relating to all job functions to track volume and drive decision-making.
- Objectively and consistently assess IC performance in partnership with I&R Operation Analyst.
- Partner with external business partners on quality assurance, key performance metrics, and strategy.
**Requirements**:
- Over four years of professional experience within Regulatory Compliance, Fraud, Trust and Safety, Customer Service, and/or similar industries.
- At least four years of experience leading a team with proven success in building and motivating.
- Self-starter who can work autonomously with moderate oversight in an ambiguous landscape, with the ability to manage time effectively to meet aggressive timelines.
- Demonstrate excellent problem-solving skills and the ability to manage multiple tasks, shifting priorities, and high visibility projects with strict deadlines.
- Receptive to and able to appropriately give & incorporate real-time feedback
- Experience in cross-group collaboration and influencing stakeholders and engineers.
- Excels in communication (both written and verbal English), analytics, and organization, with keen attention to detail.
- Working knowledge of data protection, information security, and regulatory compliance.
- Prior experience working with program management is a plus.
