Operations Analyst, Investigations & Response

Netflix is one of the world's leading entertainment services, with 283 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.

 As Netflix continues to grow, we are looking for a talented team member to join the Customer Service team as an Investigations & Response Operations Analyst.

In this role, you’ll play a critical role in overseeing the governance program and ensuring operational excellence through quality assurance and metrics development. This position requires strong data analytics, strategic thinking, and the ability to convey insights effectively. You will be responsible for conducting audits, creating key metrics, and supporting day-to-day operations in collaboration with Investigations & Response Leaders and cross-functional stakeholders across Customer Service, Legal, and other teams. 

The environment is fast-paced, requiring an ability to work independently and autonomously. You will need to demonstrate strong operational acumen, keen attention to detail, objective and consistent judgment. It is fundamental for you to be well-versed in QA, data analytics and project management; you will also have master problem-solving and organizational skills with the ability to multi-task across varying business needs and conflicting priorities. This role is both tactical and strategic, and reports to the Investigations & Response Operations Program Manager.

Key Responsibilities:

• Governance & Quality Assurance: Oversee the governance program and conduct audits to ensure adherence to quality standards and regulatory compliance.

• Metrics Development: Develop and manage core metrics and KPIs to monitor I&R operations, ensuring insights are accessible to stakeholders.

• Data Extraction & Storytelling: Responsible for extracting and analyzing data to support the process of Quarterly Business Review (QBR) and Monthly Business Review (MBR, with a focus on effectively presenting insights. Collaborate with the I&R team to utilize data in uncovering meaningful trends, and identifying reasons behind volume and metric changes.

• Operational Support: Partner with I&R Lead managers to support day-to-day operations management, playbook review, and workflow management prioritization.

• Continuous Improvement: Enhance and refine existing metrics and governance processes, implementing tailored tooling solutions to improve auditing efficiency.

• Cross-functional Collaboration: Collaborating with teams such as Legal, Financial Planning & Analysis (FP&A), and Workforce Management (WFM) to analyze efficiency and cost metrics.

• Communication & Documentation: Maintain clear documentation of processes, dashboards, and governance protocols to ensure transparency and accessibility.

Required Skills:

• Advanced Data Skills: Proficiency in Tableau for creating queries and dashboards, and expertise in Excel and Google Sheets.

• Data Storytelling: Ability to convey data insights clearly and effectively to various stakeholders.

• Strategic Thinking: Capacity to think globally and strategically to align with business objectives.

• Quality Assurance: Strong skills in conducting audits and maintaining quality standards.

• Communication: Excellent verbal and written communication skills essential for stakeholder engagement.

• Attention to Detail: Precision in data analysis and reporting for accuracy and reliability.

• Change Management: Ability to adapt to and manage changes in processes, technology, or business needs.

Qualifications

• 3+ years of experience in data analytics, quality assurance, or governance roles, preferably within Customer Service, Regulatory Compliance, Fraud, Trust and Safety, or similar industries.

• Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends

• Proven track record of enhancing operational processes and metrics.

• Solid data analytics experience, from querying big data sets to building operational dashboards in order to monitor core metrics and quality output

• Extended proficiency with Google Workplace, especially Google Sheet advanced features - including Pivot tables, Sheet APIs, App Script, VLOOKUP formulas, etc

• Advanced proficiency in Tableau for data visualization and dashboard creation.

• Superior knowledge of Zendesk - including its administrative roles - in addition to other Customer Service tools and Project Management software (Asana/Airtable)

• Superior organizational skills, extraordinary attention to detail, and a ‘challenge-the-status-quo’ mindset that processes can always be improved

• Self-starter and fast learner who can work independently while using impeccable judgment

• Ability to adapt to business needs and thrive in a fast-paced environment with shifting priorities, while successfully managing multiple tasks and high-visibility projects with strict deadlines 

• Receptive to and able to appropriately incorporate real-time feedback 

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 $50,000 - $190,000.

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. See more detail about our Benefits here.

Netflix is a unique culture and environment.  Learn more here.

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.