Engineering Manager

2 weeks ago


Los Gatos, California, United States Netflix Full time
About the Role

We are seeking an experienced Engineering Manager to lead our Customer Service Engineering team at Netflix. As a key member of our team, you will be responsible for providing technical vision and strategy for building platforms that scale for the growing needs of our customer service ecosystem.

Key Responsibilities
  • Provide technical leadership and guidance to the team to evolve customer support for the Netflix global community.
  • Set and execute the vision for the appropriate balance of core competencies that we must build versus tools that we should integrate into our architecture.
  • Build strong relationships across business, data science, analytics, and engineering partners.
  • Balance immediate stakeholder needs vs longer-term vision.
  • Support your team by helping them understand priorities, drive down ambiguity, bring focus, provide context, and empower them to bring their best and create impact.
  • Coach and lead a dream team of UI, backend, and full-stack engineers to execute a shared vision between engineering, product, and customer service partners.
  • Participate in architecture decisions for technology innovation and be a thought partner/sounding board for your team, stakeholders, and partners.
  • Grow and mentor this team through thoughtful observation and courageous, honest feedback.
Requirements
  • Experience working with 3rd party CCAAS vendors like Sprinklr, Google CCAI or similar.
  • Proven track record of managing a large successful team.
  • Ability to mentor and guide engineers to make sound architectural decisions, improve code quality, and get out of their comfort zone.
  • Care about execution and feature velocity.
  • Hold yourself personally accountable, jumping in and taking ownership of problems that might not even be in your team's scope.
  • Thoughtful interviewer who constantly raises the bar for excellence.
  • Detail-oriented with a knack for solving customer service problems and thinking about ways to improve it through higher engineering efficiency.
What We Offer

We offer a comprehensive benefits package, 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 and flexible time off.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully.


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