AI-Driven Customer Service Strategy Analyst

Netflix; Los Gatos (CA); On-site; USD 180,000 - 275,000; Full time

Benefits offered by this job

Health Plans

Mental Health support

401(k) Retirement Plan with employer 


Stock Option Program

Disability Programs

Health Savings & Flexible Spending

Family-forming benefits

Life and Serious Injury Benefits

Paid time off and flexible time off

Job summary

Netflix is seeking a strategic, highly analytical professional to join the Content & Business Products and Delivery Finance & Strategy team. The role focuses on supporting Customer Service products and evaluating how generative AI can improve service quality and team effectiveness.

You will partner with Engineering, Product and Customer Service to define success metrics, build models, and influence roadmaps across Los Angeles and Los Gatos, with travel between offices as needed.

Qualifications

• A successful candidate will have a strong track record of critical thinking, performing comprehensive analyses independently, and communicating recommendations in a clear and concise way to senior stakeholders.
• 4+ years of experience in a similar highly analytical environment (e.g., management consulting firm, corporate strategy, or a similarly analytical role within a media or tech company).
• Ability to quickly turn around models by identifying key drivers using often incomplete information.
• Familiarity with statistical concepts and analysis.
• Expert working knowledge of Excel and the ability to quickly learn internal tools; working knowledge of visualization tools (e.g., Tableau).
• Solid understanding of product management concepts and experience partnering with Product and Engineering teams.
• Bachelor’s degree with an emphasis on coursework of a quantitative nature (e.g., finance, economics, mathematics, engineering/computer science, or other relevant fields).
• Bonus: Familiarity with customer service platforms, internal business tools, or applications of generative AI.

Responsibilities

• Distill large volumes of quantitative and qualitative information into key insights, tradeoffs, and options to guide stakeholders toward data-driven decisions around product features and their infrastructure implications.
• Partner with Engineering and Customer Service stakeholders to develop hypotheses, identify problems, and influence product roadmaps. Partner with data science and insights teams to define measures of success and evaluate impact.
• Develop strategic frameworks to guide decisions about how best to support members and Customer Service teams globally, including where generative AI can improve service quality or team effectiveness.
• Partner with product managers on go-to-market strategies and support rollout plans for internal business products and member-facing products.

Skills

Critical thinking

Independent analysis

Communication to stakeholders

Statistical concepts

Excel

Tableau

Product management

Collaboration with Product/Engineering

Education

Bachelor’s degree in quantitative field

Tools

Excel

Tableau

Job description

Netflix is seeking a strategic, highly analytical professional to join the Content & Business Products and Delivery Finance & Strategy team. The role focuses on supporting Customer Service products and evaluating how generative AI can improve service quality and team effectiveness.

You will partner with Engineering, Product and Customer Service to define success metrics, build models, and influence roadmaps across Los Angeles and Los Gatos, with travel between offices as needed.