Workforce Productivity Specialist

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.

| ROLE

Workforce Productivity Specialists operate as technical leaders within the Netflix Technology Experience team. They blend 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. Productivity Specialists partner cross-functionally across the organization to convert end user friction into curated actionable stories to deliver to our Product and Engineering organizations. This role drives productivity and efficiency with Netflix technology. 

| RESPONSIBILITIES

• Develop User Experience Insights to inform prioritization of enhancements and opportunities that drive an improved user experience.

• Curate data-informed stories that advocate for users and support teams experiencing friction with technology to 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 areas/products domain.

• Develop strong cross-functional relationships with business partners across Studio, Corporate, Security, Creative Production, Data Engineering, Analytical, Technology Experience teams, and others. 

• Leverage data queries to inform customer experience insights and prioritize near-term and longer-term improvements. 

• 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. 

• Deepened evaluation and analysis of user friction to take the collection of learnings and recognize the impact to the business. Escalations to Product/Eng around Improvements and Enhancements. 

| SKILLS AND EXPERIENCE

• 2+ years experience as a Support Specialist, Technical Analyst, Business Systems Analyst or similar roles specializing in Studio live-action Production (i.e. film or TV production). 

• 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. 

• Data-mining, data querying SQL, and database table discovery knowledge preferred.

• Experience with Tableau and Jira 

• Ability to act as the informed captain and lead new initiatives concerning workflows and support.

• Strong written communication skills and ability to take user sentiment and data trends …