Manager, Customer Service Insights (APAC)

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<p><span>Netflix is one of the world's leading entertainment services, with over 300 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.</span></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p><span>Are you passionate about customer experience and operational excellence? Do you find yourself thinking about how customer interactions and agent experience could be improved? Are you experienced in analyzing qualitative and quantitative data, distilling actionable, relevant, and meaningful insights for the business?</span></p><p></p><p><span>We are looking for a dynamic CS Insights manager with great analysis and research experience. You are highly self-motivated, proactive, energetic, flexible, and humble. You come with strong operational and broad business knowledge. You thrive in an environment where international, cross-functional collaboration is key and have great lateral thinking capabilities. You have a natural ability to connect the dots, dig into complex data and sources, and deliver valuable insights for the team to action.</span></p><p></p><p><span>Success in this role will be measured by your ability to deliver great storytelling and relevant, actionable insights on opportunities to improve the experience of our service delivery even further.</span></p><p></p><p><span>This role will report to the CS Insights Director, and is based out of Manila, Philippines. </span></p><p></p><p><b>Responsibilities</b></p><ul><li><p><span>Analyze customer feedback through quantitative data analysis, through live contact analysis, agent focus groups, or other methods </span></p></li><li><p><span>Work in a consultative fashion with stakeholders to define project approach, address roadblocks, and deliver actionable insights</span></p></li><li><p><span>Leverage multiple data sources to help tell a comprehensive story that marries qualitative and quantitative insights</span></p></li><li><p><span>Proactively build relationships and stay informed of developments within the business and share relevant information</span></p></li><li><p><span>Proactively highlight research opportunities in line with business or CS needs</span></p></li><li><p><span>Manage and coordinate projects across multiple geographies and stakeholders</span></p></li><li><p><span>Work with a team of external quality analysts for research support</span></p></li><li><p><span>Coach and guide junior researcher(s) on methodology, analysis, storytelling, presentation and stakeholder management</span></p></li><li><p><span>Build team skills, prioritize projects, and share best practices with EMEA and LATAM peers</span></p></li></ul><p></p><p><b>Skills</b></p><ul><li><p><span>AirTable experience is a plus</span></p></li><li><p><span>Strong reporting skills (SQL or Tableau experience preferred but not required)</span></p></li><li><p><span>Excellent analytical skills, working with large qualitative and quantitative datasets and summarizing key insights</span></p></li><li><p><span>Strong ability to translate complex data into impactful actions</span></p></li><li><p><span>Excellent collaboration skills</span></p></li><li><p><span>Excellent communication skills, both written and spoken</span></p></li><li><p><span>Excellent presentation skills</span></p></li><li><p><span>Excellent business English</span></p></li></ul><p></p><p><b>Experience</b></p><ul><li><p><span>Strong research and/or analysis experience</span></p></li><li><p><span>Prior experience analyzing consumer insights</span></p></li><li><p><span>Project management experience </span></p></li><li><p><span>Coaching experience</span></p></li><li><p><span>Customer journey experience is a pre</span></p></li><li><p><span>Exposure to large scale CS operations is a pre</span></p></li><li><p><span>Global matrix organizations</span></p></li></ul><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:left"><a href="https://about.netflix.com/en/inclusion" target="_blank"><u>Inclusion</u></a><span> is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an <span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span class="WHR0">accommodation/adjustment</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span> for a disability or any other reason during the hiring process, please send a request to your recruiting partner.</span></p><p style="text-align:inherit"></p><p style="text-align:left"><span>We are an equal-opportunity employer and celebrate diversity, recognizing that diversity<span> </span>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.</span></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...