DIRECTOR OF CUSTOMER SERVICE, LATAM

We are looking for a dynamic senior leader to oversee our LATAM customer service operations and team, and continue to advance our strategy in support of our evolving global and regional business needs.
The Director of Customer Service for LATAM will have responsibility for our existing partner operations across Mexico, Peru, and Brazil, and will help shape the future support structure.
Our leader must exhibit exceptional call center acumen to drive operational site performance in accordance with our global business metrics while adapting to regional nuances as appropriate.
n addition to overseeing LATAM call center operations across Mexico, Brazil, and Peru, the LATAM Director will be the senior leader in the region responsible for providing management oversight and coaching to direct and dual-line reports within the LATAM customer service organization.
Additionally, this individual will act as the LATAM representative and liaison for Customer Service to other cross-functional teams and leaders.
t is imperative that this leader has the ability to build, nurture, and motivate high-performing teams that embody Netflix’s unique company culture and passion for serving our customers.
Reporting to the Vice President, Customer Service, this individual will work closely with our global Customer Service leadership team to identify opportunities to optimize performance on a global and regional level.
Success in this role will be measured through your ability to drive performance to be the best in our network and industry, while also building a culturally aligned team driven to provide an excellent customer experience.
esponsibilities.
versee current outsourced sites (Mexico, Peru, and Brazil) while adapting to drive optimal performance and efficiencyBuild a culture that supports our primary aim to make the Netflix experience even betterBuild and maintain a high-performance culture where employees are highly engaged and motivated - Partner closely with site leadership and Global Customer Service management to consistently provide unparalleled service and support to Netflix customers while delivering YoY cost efficiencySpearhead and drive support projects and new initiatives that allow us to gain insights and identify best practices to share across the global CS networkCreate, develop, and influence new strategies and workflows to efficiently manage operational scaleSupport your team as a resource for escalation and remove roadblocksBuild strong bridges and tight partnerships with cross-functional partnersQualifications.
10+ years experience ramping and managing large-scale operations at a multicountry level (+ employees)Proven experience developing and leading large teams in a high-performance cultureTrack record of building strong relationships within CS and cross-functional teamsUnderstanding of electronic content and streaming technologies preferredKnowledge of and experience managing cross-functional teams (i.
., WFM, Learning & Development, Insights, etc.)Strong analytical skills with the ability to interpret and summarize complex performance and customer data trends to drive actionable plans that are impactful to the businessExperience presenting reports, trends, and recommendations to the team and senior managementProven ability to track, measure, and optimize multi-disciplined - multicultural operations teamGreat interpersonal skills with the ability to voice opinions and give feedbackStrong communication skills in multiple forums (one on one to large all hands) and formats (written, casual or formal presentations, team meetings, etc.)You thrive in a fast-paced environment, possess a high level of intellectual curiosity, and have a goal-oriented entrepreneurial mindset.
bility to collaborate, influence, and partner effectively with senior internal stakeholders.
roven ability to lead through change, ambiguity, and innovation.
emonstrated track record of innovating, challenging assumptions, and implementing better approaches.
e are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams.
We approach diversity and inclusion seriously and thoughtfully.
We do not discriminate on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status, or disability status.