Director - North American Customer Service - Netflix - Santa Clara

Job description
Director, North American Customer Service

We are looking for a dynamic Customer Service leader to help us continue delivering our brand of world-class customer service. Netflix is consistently recognized for its customer satisfaction, the Director of North American CS is responsible for continuing and building upon our reputation. You will lead a highly capable team, managing the end-to-end performance of our support operations in the US. You will be responsible for creating and implementing our long-term North American CS strategy, sustaining and improving upon a network that receives over 12 million contacts annually. The right individual for this role will possess amazing leadership characteristics, strong team collaboration skills, and a keen sense of analytical know how, all to be put to use daily in driving improvement. Success will be maintaining and improving our industry leading customer satisfaction scores.

Responsibilities:

- Leads US internal CS operations, including internal our Tier 1 domestic site, as well as our global escalations Tier 2 site.

- Leads partner operations, including managing a team of Vendor and Workforce Management.

- Partners with peer International CS leaders, all an aim towards maintaining team unity and global support consistency.

- Maintains visibility to vendor performance, and holds vendor accountable to contractual performance requirements.

- Partners with internal quality, training, communications, teams to drive continuous improvement.

- Develops and maintains strong relationships with teams in Marketing, Product, Content, and Finance.

Experience:

- 10+ years of call center or vendor management experience.

- Relationship builder with strong interpersonal and communication skills, able to relate effectively with business partners, both interpersonally and contractually.

- Ability to analyze data and follow through with actions in a way that drives performance improvements.

- Up to 50% travel required.

- Based in the California Bay Area.

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