Associate, Content & Business Products and Delivery F&S - Customer Service

Associate, Content & Business Products and Delivery F&S - Customer Service

Los Gatos, California, United States of America Los Angeles, California, United States of America

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what's next.

Netflix is revolutionizing the media and entertainment industry. Underpinning this revolution are groundbreaking efforts in product and infrastructure (Content and Business Products and Streaming Delivery) that catalyze Netflix's success. This role will be part of the Content & Business Products and Delivery Finance & Strategy (F&S) team, with a focus on the products that support Customer Service, including how generative AI can improve the member experience and help service teams work more effectively.

As an Associate on the CBPD F&S team, you will be working with multiple cross-functional stakeholders and leaders within the Product organization to provide analytical support and strategic insights. You will be working at the intersection of customer service and AI-driven product innovation. You weave stories with meaningful insights from data. Your analyses and recommendations will serve as key input into product development and decision-making.

This role can be based in Los Gatos or Los Angeles and reports to the Senior Manager of CBPD Finance & Strategy. It requires collaboration across both offices and travel between them.

Responsibilities

• Distill large volumes of quantitative and qualitative information into key insights, tradeoffs, and options to guide stakeholders toward data-driven decisions around product features and their infrastructure implications.
• Partner with Engineering and Customer Service stakeholders to develop hypotheses, identify problems, and influence product roadmaps. Partner with data science and insights teams to define measures of success and evaluate impact.
• Develop strategic frameworks to guide decisions about how best to support members and Customer Service teams globally, including where generative AI can improve service quality or team effectiveness.
• Partner with product managers on go-to-market strategies and support rollout plans for internal business products and member-facing products.

Qualifications

• A successful candidate will have a strong track record of critical thinking, performing comprehensive analyses independently, and communicating recommendations in a clear and concise way to senior stakeholders.
• 4+ years of experience in a similar highly analytical environment (e.g., management consulting firm, corporate strategy, or a similarly analytical role within a media or tech company).
• Ability to quickly turn around models by identifying key drivers using often incomplete information.
• Familiarity with statistical concepts and analysis.
• Expert working knowledge of Excel and the ability to quickly learn internal tools; working knowledge of visualization tools (e.g., Tableau).
• Solid understanding of product management concepts and experience partnering with Product and Engineering teams.
• Bachelor's degree with an emphasis on coursework of a quantitative nature (e.g., finance, economics, mathematics, engineering/computer science, or other relevant fields).
• Bonus: Familiarity with customer service platforms, internal business tools, or applications of generative AI.

Generally, 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 $180,000.00 - $275,000.00.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off.

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.