Director, Customer Service, LATAM

Netflix is one of the world's leading entertainment services, with over 300 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 can change their plans at any time.

We are looking for a dynamic senior leader to oversee our LATAM customer service operations and team, and continue to advance our strategy in support of our evolving global and regional business needs.  The Director of Customer Service for LATAM will have responsibility for our existing partner operations across Mexico, Peru, and Brazil, and will work closely with the team to shape the future support model.  Our leader must have a passion for Netflix and customer service, exhibit solid call center acumen, and work effectively across cross-functional teams to deliver a customer experience that is consistent with the Netflix brand.

In addition to overseeing LATAM call center operations across Mexico, Brazil, and Peru, the LATAM Director will be the senior leader in the region responsible for providing strategic direction, management oversight to coach and develop direct and dual-line reports within the LATAM customer service organization.  Additionally, this individual will represent Customer Service on the LATAM FinOps Leadership team and collaborate with the other cross-functional teams and leaders across the region in support of our customers.

It is imperative that this leader has the ability to build, nurture, and motivate high-performing teams that embody Netflix’s unique company culture and passion for serving our customers. Reporting to the Vice President, Customer Service, this individual will work closely with our global Customer Service leadership team to identify opportunities to optimize performance on a global and regional level. Success in this role will be measured through your ability to drive performance to be the best in our network and industry, while also building a culturally aligned team driven to provide an excellent customer experience.

Responsibilities: 

• Oversee current outsourced sites  (Mexico, Peru, and Brazil) while adapting to drive optimal performance and efficiency

• Build  a culture that supports our primary aim to make the Netflix experience even better

• Build and maintain a high-performance culture where employees are highly engaged and motivated - Partner closely with site leadership and Global Customer Service management to consistently provide unparalleled service and support to Netflix customers while maintaining YoY cost efficiency

• Spearhead and drive support projects and new initiatives that allow us to gain insights and identify best practices to share across the global CS network

• Create, develop, and influence new strategies and workflows to efficiently manage operational scale

• Support your team as a resource for escalation and remove roadblocks

• Build strong bridges and tight partnerships with cross-functional partners

Qualifications: 

• 10+ years of experience ramping and managing large-scale operations

• Proven experience developing and leading large teams in a high-performance culture

• Track record of building strong relationships within CS and cross-functional teams

• Understanding of electronic content and streaming technologies preferred 

• Knowledge of and experience managing cross-functional teams 

• Strong analytical skills with the ability to interpret and summarize complex performance and customer data trends to drive actionable plans that are impactful to the business

• Experience presenting reports, trends, and recommendations to the team and senior management 

• Proven ability to track, measure, and optimize a multi-disciplined, multicultural operations team

• Great interpersonal skills with the ability to voice opinions and give feedback

• Strong communication skills in multiple forums (one-on-one to large all-hands) and formats (written, casual, or formal presentations, team meetings, etc.)

• You thrive in a fast-paced environment, possess a high level of intellectual curiosity, and have a goal-oriented entrepreneurial mindset.

• Ability to collaborate, influence, and partner effectively with senior internal stakeholders.

• Proven ability to lead through change, ambiguity, and innovation.

• Demonstrated track record of innovating, challenging assumptions, and implementing better approaches.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity 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.