Investigations & Response Manager, Customer Trust & Privacy - Remote Opportunity

Join Our Team: Shape the Future of Customer Trust and Privacy We're expanding our team and seeking an exceptional Investigations & Response Manager to drive success in Customer Trust & Privacy. As a fully remote role, you'll enjoy the flexibility to work from anywhere, with a competitive salary reflecting your skills and experience.

At Netflix, we're the world's leading entertainment service, with 278 million paid memberships in over 190 countries. Our members enjoy TV series, films, and games across a wide variety of genres and languages. As the Investigations & Response Manager, you'll play a crucial role in ensuring our Customer Service is always ready, informed, and aligned with our innovative product launches.

This role focuses on key areas such as Customer Trust, Account Security, Payments Fraud, and Privacy. You'll work closely with product teams to integrate customer feedback and lead initiatives to ensure CS readiness. You'll also manage a team dedicated to handling privacy-related inquiries, ensuring strategic alignment with Privacy Operations, and delivering critical insights from CS to inform strategy, decision-making, and innovation.

We're Looking for a Strategic Thinker and Strong Leader who can bridge the gap between Product & Engineering teams and Customer Service. This role offers opportunities for professional growth and the chance to make a significant impact on improving customer trust and security. If you're passionate about privacy, product innovation, and customer service, and you thrive in a fast-paced, collaborative environment, we want to hear from you!

Responsibilities:

• Lead and manage the I&R Privacy Pod, overseeing a team of individual contributors focused on handling customer inquiries with privacy components.
• Collaborate with Privacy Operations to ensure operational and strategic priorities are aligned, fostering a unified approach to privacy issues and customer interactions.
• Partner closely with Product & Engineering teams to ensure Customer Service is prepared and equipped to support new product launches and updates.
• Deliver actionable insights from Customer Service to product teams, shaping informed product innovation and development decisions.
• Build and maintain strong relationships with key stakeholders across Product, Engineering, and CS teams to ensure alignment and effective communication.
• Create and manage content for Knowledge Base, Help Center, News Posts, and Notifications to ensure CS agents are fully prepared and informed.
• Facilitate collaboration between CS and other departments to ensure seamless integration and support for new initiatives.
• Provide input on forecasts to help anticipate CS needs and resource allocation based on upcoming product changes and launches.
• Conduct impact analysis to understand the effects of product changes on CS operations and customer experience.
• Lead and manage projects related to product launches, privacy initiatives, and other cross-functional efforts to ensure timely and successful execution.

Qualifications:

• Proven experience in program management, especially within product and customer service environments.
• 5+ years of experience managing key projects and handling high-sensitivity requests, preferably within Privacy, Compliance, Fraud, Trust and Safety, Customer Service, or similar industries.
• Strong understanding of privacy regulations and customer privacy concerns.
• Specific market knowledge and expertise with liaising at the executive level with multiple cross-functional teams, including Product & Engineering.
• Proven track record of exceptional stakeholder management skills, with the ability to build bridges and connect the dots across multiple parts of the business.
• Previous direct experience in leadership-driven roles (strategy and operations, people management) is a big plus.
• Ability to fully operate autonomously and navigate organizational ambiguity while expanding the team knowledge base and footprint.
• Strong analytical and critical thinking skills, with the ability to review high-complexity data across multiple tools, connect the dots, and identify trends.
• 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 give & incorporate real-time feedback.
• Possess situational awareness to identify and escalate matters that require urgent attention, while also making independent strategic decisions with limited information/context.
• Full proficiency in Google Suite, Zendesk, Asana, and/or other Customer Service software.

What We Offer:

• Competitive salary (range: $100,000 - $350,000)
• Comprehensive benefits, including Health Plans, Mental Health support, 401(k) Retirement Plan with employer match, Stock Option Program, and more
• Flexible time off and paid leave of absence programs
• Opportunities for professional growth and development
• A unique and dynamic work culture that values diversity and inclusion

How to Apply:

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