Workforce Productivity Specialist - Enterprise

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

| ROLE

Workforce Productivity Specialists (WPS) are a global team that operate as technical leaders within the N-Tech Experience team. This role drives productivity and efficiency with Netflix technology. WPS blends their deep knowledge of how users experience technology with qualitative and quantitative data to help Product and Engineering partners reduce friction and complexity in the end-to-end user experience. Workforce Productivity Specialists partner cross-functionally across the organization to convert end user friction into curated data-informed stories that advocate for users and support teams experiencing friction. With those stories, WPS influences partners to reduce complexity and improve productivity and efficiency. 

| RESPONSIBILITIES

• Lead comprehensive analysis of user experience with technology, identifying current as well as forecasting potential future friction points. Through subject matter expertise, take the collection of learnings to recognize and quantify the impact to the business.

• Develop User Experience Insights to inform prioritization of enhancements and opportunities that drive an improved user experience. Escalations to Product/Eng around Improvements and Enhancements. 

• Drive the Support Services Portfolio owning the support intake process and supportability reviews for N-Tech, ensuring we are prepared to take support ownership of a new service or product. 

• Supportability reviews are a process by which we evaluate the readiness of an application, workflow or tool to be supported by Netflix Technology Services. This includes evaluating the user experience, user and support resources, and designing the support workflows.

• Curate data-informed stories that advocate for users and support teams experiencing friction with technology. With those stories, influence partners to reduce complexity and improve productivity and efficiency.

• Partner with N-Tech Domain Specialists to maintain and bolster the quality of feature requests and fixes for the assigned area/product domains and verticals.

• Develop and grow strong cross-functional relationships with business partners and clients throughout the Netflix ecosystem.

  • Including, but not limited to: Studio, Corporate, Security, Creative Production, Data Engineering, Analytical, Technology Experience team

• Design and execute communication strategies that help users and support teams successfully adopt new or changed technology, including:

  • Product launch and change‑management communications

  • Targeted messaging for different personas (end users, support, leaders)

  • Ongoing updates during rollouts, migrations, or deprecations

• Use insights data (tickets, sentiment, usage, errors, surveys) to identify learning gaps and prioritize enablement content.

• Continuously refine enablement content based on feedback, new features, and evolving ways of working.

• Leverage data queries using a global lens to inform customer experience insights and prioritize near-term and longer-term improvements. 

| SKILLS AND EXPERIENCE

• Ability and curiosity to research, analyze, and understand user interaction with technology by diving into data and user sentiments. 

• Technical depth and ability to pull and analyze support data to identify trends to drive insight and overall product and operational improvement. SQL knowledge is preferred.

• Ability to act as the informed captain and lead new initiatives concerning workflows and support. Often operating as the Driver in the DACI model on assigned projects.

• Strong written communication skills and ability to take user sentiment and data trends into actionable deliverables.

• Ability to develop and maintain strong relationships, communication, and collaboration with cross-functional teams and stakeholders including product and engineering teams.

• Experience in user advocacy, leveraging combined user experience data to effectively communicate the impact of issues to stakeholders.

• Ability to provide technical perspective to collaborate with management, product, and partner teams around product information and knowledge base for new applications. 

• Knowledge of scalable impact in determining the work supported by N-Tech and driving service delivery around new products.
   

Netflix provides comprehensive benefits 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. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here.

Netflix is a unique culture and environment. Learn more here.

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.