Engineering Manager- Customer Service Engineering

Netflix is seeking an Engineering Manager to lead the Customer Service Engineering team. This role involves providing technical vision and strategy for building platforms that scale for the growing needs of the customer service ecosystem. The ideal candidate will have experience working with 3rd party CCAAS vendors, a track record of managing high-caliber full-stack teams, and the ability to balance immediate stakeholder needs with long-term vision.

Key Responsibilities:

• Provide technical vision and strategy for customer service platforms
• Build strong relationships across business, data science, analytics, and engineering partners
• Coach and lead a team of UI, backend, and full-stack engineers
• Participate in architecture decisions and be a thought partner
• Grow and mentor the team through thoughtful observation and feedback

Requirements:

• Experience with 3rd party CCAAS vendors like Sprinklr, Google CCAI or similar
• Proven track record of managing successful engineering teams
• Strong mentorship and guidance skills
• Focus on execution and feature velocity
• Expertise in hiring and interviewing
• Detail-oriented with a focus on solving customer service problems

Netflix offers a comprehensive benefits package including health plans, mental health support, 401(k) with employer match, stock options, and various leave programs. The company values diversity and inclusion, seeking candidates from all backgrounds to build stronger teams.

This role offers an opportunity to shape the future of customer service technology at one of the world's leading entertainment companies, working on innovative solutions that impact millions of users globally.