Investigations & Response Manager
Location
Nova Lima, MG | Brazil
Job description
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 is based in Alphaville, Brazil, and will report to the Investigations & Response Director based in Los Gatos, California.
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.
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