Workforce Productivity Specialist

Job Description

The Role

Netflix is one of the world's entertainment services, with 278 million paid memberships in over 190 countries enjoying TV series, films, and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and change their plans at any time.

| ROLE

Workforce Productivity Specialists (WPS) are a global team that operate as technical leaders within the N-Tech Experience team. This role drives productivity and efficiency with Netflix technology. WPS blends their deep knowledge of how users experience technology with qualitative and quantitative data to help Product and Engineering partners reduce friction and complexity in the end-to-end user experience. Workforce Productivity Specialists partner cross-functionally across the organization to convert end user friction into curated data-informed stories that advocate for users and support teams experiencing friction. With those stories, WPS influences partners to reduce complexity and improve productivity and efficiency.

| RESPONSIBILITIES
• Lead comprehensive analysis of user experience with technology, identifying current as well as forecasting potential future friction points. Through subject matter expertise, take the collection of learnings to recognize and quantify the impact to the business.
• Develop User Experience Insights to inform prioritization of enhancements and opportunities that drive an improved user experience. Escalations to Product/Eng around Improvements and Enhancements.
• Drive the Support Services Portfolio owning the support intake process and supportability reviews for N-Tech, ensuring we are prepared to take support ownership of a new service or product.
• Supportability reviews are a process by which we evaluate the readiness of an application, workflow or tool to be supported by Netflix Technology Services. This includes evaluating the user experience, user and support resources, and designing the support workflows.
• Curate data-informed stories that advocate for users and support teams experiencing friction with technology. With those stories, influence partners to reduce complexity and improve productivity and efficiency.
• Partner with N-Tech Domain Specialists to maintain and bolster the quality of feature requests and fixes for the assigned area/product domains and verticals.
• Develop and grow strong cross-functional relationships with business partners and clients throughout the Netflix ecosystem.
• Including, but not limited to: Studio, Corporate, Security, Creative Production, Data Engineering, Analytical, Technology Experience team
• Leverage data queries using a global lens to inform customer experience insights and prioritize near-term and longer-term improvements.

| SKILLS AND EXPERIENCE
• Ability and curiosity to research, analyze, and understand user interaction with technology by diving into data and user sentiments.
• Technical depth and ability to pull and analyze support data to identify trends to drive insight and overall product and operational improvement. SQL knowledge is preferred.
• Ability to act as the informed captain and lead new initiatives concerning workflows and support. Often operating as the Driver in the DACI model on assigned projects.
• Strong written communication skills and ability to take user sentiment and data trends into actionable deliverables.
• Ability to develop and maintain strong relationships, communication, and collaboration with cross-functional teams and stakeholders including product and engineering teams.
• Experience in user advocacy, leveraging combined user experience data to effectively communicate the impact of issues to stakeholders.
• Ability to provide technical perspective to collaborate with management, product, and partner teams around product information and knowledge base for new applications.
• Knowledge of scalable impact in determining the work supported by N-Tech and driving service delivery around new products.
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top-of-market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100K - $700K.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.

Jobcode: Reference SBJ-gkmo38-3-133-122-27-42 in your application.