Escalations Manager - UCAN



Los Angeles, CA, USA
Posted on Friday, April 7, 2023
Netflix is the world's leading streaming entertainment service with over 222+ million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.
Netflix has an extreme dedication to both the viewers and creators of our content. As the service continues to develop unique content to enhance member services, the Netflix Technology Support (NTS) team exists to empower and bolster the capabilities of our amazing colleagues to do the best work of their careers. We believe in offering simple, secure, and scalable solutions while delivering a stellar user technology experience. Our goal is to provide exceptional technology support to our diverse and globally represented workforce. To accomplish our goal, we are looking for a versatile and experienced technology leader.
The Escalations Manager is accountable for building and evolving a service organization focused on quality interactions at scale and enabling access to simple and effective technology quickly. This person is someone who understands technology deeply but can have frictionless conversations with anyone agnostic of their technical competency. They thrive in ambiguity and look to build great teams instead of great processes. Working with, for, and through others they succeed by building a culture of trust and resilience that will set Netflix up for success for years to come. We are looking for a stunning manager to lead this initiative and team for the UCAN region.
Location: The role will be based in our Los Angeles office with regular in-office work requirements as part of a hybrid work schedule, and will travel to other sites as needed.


  • Live the Netflix Culture and ensure it is represented within your teams globally
  • Work to ensure Netflix’s commitment to fostering an inclusive environment is demonstrated in every facet of our efforts
  • Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed
  • Contribute to our overall working environment and culture, where expressing your thoughts and sharing your feedback is a part of your every day
  • Lead the UCAN Netflix Technology Support (Enterprise) on-site team to best support the technology needs of our employees and external partners
  • Understand the trends and demands of the various work streams and prepare your team to handle changes in work based on these demands
  • Empower, develop, and coach our team members to innovate and create an agile environment that supports effective and scalable change
  • Build strong partnerships with business stakeholders and cross-functional partners such as network/infrastructure, information security, workplace, employee services, finance, production teams, Human Resources, and other various teams to work towards common goals and initiatives
  • Collaborate with your colleagues in a global setting, partnering with our other offices to share ideas and feedback to ensure our operational alignment, support, documentation, and research is of the highest caliber
  • Create memos to widely distribute and get feedback on new ideas, proposed tests, and to gain broader alignment on key business decisions
  • Help set and execute the operational strategy of the organization, utilizing in-depth analysis of available data, and work collaboratively as a regional partner
  • Navigate roadblocks for the team using great judgment to deliver an amazing technology support experience
  • Enable a simple and streamlined user facing team for all technical requests
  • Innovate on employee self-service experience (i.e. improved hardware deployment workflows, frictionless site support)
  • Deliver and maintain high level of support for our users and continuously look for improvements to the support experience
  • Participate in bug triage and prioritization, user-facing outage management, and escalation of issues as appropriate
  • Work to reduce user friction and reliability concerns within the products and processes
  • Define and monitor key performance indicators at a team and individual level focused on operational excellence


  • Significant proven experience in at least one of the following industries: Information Technology in a senior leadership capacity; Entertainment Production Technology, including experience with production office applications
  • Experience managing a team of IT professionals with a variety of responsibilities
  • Strong communication skills to partner with technical and non-technical stakeholders in a global and diverse environment
  • Experience in making informed and agile decisions at the local/global level and high velocity execution
  • Expertise in utilizing metrics and data to analyze and assess business priorities, drive decision making and setting strategy, and measure success toward organizational goals
  • Experience working with and managing vendors or contractor workforce
  • Knowledge of forecasting and budgetary management within an IT organization
  • In-depth knowledge and experience supporting IT infrastructure, networking, Cloud and SaaS applications, and operations with Google G Suite experience
  • Familiarity with fundamental networking/distributed computing environment concepts; local and network based user and group accounts and permissions
  • Knowledge and experience performing advanced troubleshooting for Mac OS, Chrome OS, Windows OS, Linux, and various applications
  • Knowledge and experience supporting mobile devices including Android and iOS devices
  • Knowledge of best practices around data security
  • Solid foundational understanding of building and supporting, enterprise and studio on-prem technology and services
  • Ability to represent the greater organization’s mission and vision to team and stakeholders
  • Fluency in English (business level)
  • Ability to lift and carry technical equipment regularly