Technical Program Manager - Support

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.

The Team

The Netflix Technology Technical Program Management team is a force multiplier for solving broad workforce productivity challenges by transforming the way employees work and experience technology.  Our team is driven by the belief that employees deserve effortless technology experiences to help them stay more focused, productive, and inspired to do their best work at Netflix.  Our job is to take ambiguous business problems, simplify them into tangible work streams, and build strategic alignment across organizations to make meaningful impact on the business problem. 

The Role

We are looking for a Technical Program Manager to help us transform the way employees get help through fast, reliable, and seamless assistance that scales support and reduces the need for manual intervention.  You will join a group of product managers, engineers, and cross-functional operations teams to deliver impactful technical initiatives across both large organizations that provide company-wide support and smaller teams with similar support tasks.

We are leaning into the “T” (Technical) for this role.  By Technical, we mean that the ideal candidate has a strong understanding of internal operations & support domains with a deep understanding of IT Service Management(ITSM) platforms, developing and managing AI Support Assistants, and helping operations teams adopt and maintain AI and workflow automation technologies. 

The ideal candidate is skilled at both program strategy and execution with a passion for delivering a strong employee experience.  

Responsibilities:

• Define and lead multiple cross-functional programs, in collaboration with product, engineering, design, and operations, that deliver impactful technical solutions.

• Provide deep domain expertise to form technical strategies with engineers, identify gaps in solutions, debate technical approaches and weigh-in on product vs technology tradeoffs.

• Simplify ambiguous problems into tangible work streams and drive strategic alignment across organizations to deliver impact.

• Drive engagement with cross-functional partners to ensure technical solutions will meet the business needs of a large group of partners and lead to successful utilization and outcomes.

• Own regular communication to senior Netflix management, partners, and stakeholders.

Requirements:

• 7+ years of technical program management experience

• Must have operations & support domain experience(IT, HR, etc) with deep understanding of developing strong technology experiences for both employees and support agents.  

• Proven experience driving large-scale software projects, managing the definition of technical strategies, and building long-term scalable solutions

• Highly skilled, experienced, and enjoys orchestrating multiple programs with many moving parts and creating partnerships with cross-functional teams

• Excellent written and verbal communication skills, including the ability to clearly articulate business impact and technical constraints tailored to the audience

• Self-starter who enjoys tackling 0 to 1 problem spaces and quickly making meaningful progress on business problems

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 $100K - $700K.

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.

Job is open for no less than 7 days and will be removed when the position is filled.