Enablement Manager

1 dzień temu


Warszawa, Mazovia, Polska Netflix Pełny etat
About the Role

We are seeking an experienced Enablement Manager to join our Engineering Support Organization at Netflix. As a key member of our team, you will be responsible for building, scaling, and growing a team of outstanding Technical Support Engineers who will provide exceptional support to our customers.

Key Responsibilities
  • Define and implement the team's strategy, setting and achieving clear, organization-aligned goals.
  • Make strategic decisions to ensure support resources scale effectively with company growth.
  • Create workflows to ensure continuous feedback between engineering support and developer education, improving documentation and training based on customer pain points.
  • Develop workflows to facilitate effective collaboration between teams spanning across countries and time zones.
  • Drive the use of generative AI to improve efficiency, automate ticket resolutions, reduce response times, and enhance user satisfaction.
  • Operate and evaluate support systems like Slack and Zendesk.
  • Schedule sessions for collaborative problem-solving to address support and documentation issues.
  • Establish strong relationships with Engineering Managers to understand challenges and provide meaningful support and solutions.
  • Advocate for the paved road approach, promoting standardized tools and procedures to enhance productivity and reliability.
  • Establish and monitor key metrics to assess support efficiency and effectiveness.
  • Organize training sessions and 'brown-bag' meetings to cross-train and share knowledge.
Requirements
  • Experience building and running mature support infrastructure.
  • Ability to dive deep as needed to facilitate technical strategy trade-offs and zoom out to understand the big picture.
  • Proven track record helping a team deliver timely results on critical priorities against many demands for their time.
  • Experience building and leading engineering teams with a focus on inclusion and diversity.
  • Experience in Big Data Analytics, Streaming, and Productivity Engineering technologies is a plus.
About Us

We 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.



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