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Associate, Customer Service FP&A
Netflix
Los Gatos, CA, United States
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Netflix is looking for the best and brightest to drive the analytics that guide critical business decisions. We believe that we derive a significant competitive advantage from the highly analytical approach we take to managing the company. Top management depends on the FP&A group to accurately track trends in performance and identify opportunities for improvement, and the outcome of the group’s analyses plays a critical role in the important and strategic decision-making for the Company. Specifically, the Senior Financial Analyst for Customer Service will be responsible for strategic business analysis and forecasting for Netflix’s Global Customer Service operations.
RESPONSIBILITIES:
This role will report to the Senior Manager of FP&A for Customer Service, working very closely with the Customer Service operations team providing actionable insights, performing analysis and forecasting associated with the Company’s Global CS operations, including:
• Compiling and reporting key metrics on a weekly basis to analyze the performance of our customer service contact centers
• Working with our Directors of Customer Service and team of Customer Experience Managers to optimize our customer service site performance, including identifying issues and opportunities to improve quality, increase service level, and lower costs
• Liaising with our vendor partners to better understand and identify trends and issues
• Identifying best practices and trends across sites and developing tools that can be leveraged to drive continued performance improvements
• Forecasting Customer Service contact volume across our various contact channels and regions to support the monthly corporate expense forecast process
• Working with our accounting team to support the financial month-close process
• Developing insightful presentations that summarize analyses and facilitate decision-making for the customer service management team
• Supporting the Senior Manager of FP&A for Customer Service on ad hoc customer service analyses
• Supporting senior management on all relevant customer service analyses, including continual definition of best metrics and reporting methods
QUALIFICATIONS:
Candidates are required to be highly analytical and be strong, effective communicators. Prior experience in management or operational consulting is preferred. Ideal candidates will have a proven track record of superior financial and business performance analysis and developing/delivering recommendations based on this analysis.
The successful candidate must display initiative in anticipating and exceeding the business demands of senior-level business managers. She/He must possess an ability to learn quickly, thrive in a fast-paced environment, and exhibit the highest personal and professional standards of integrity and ethics. Netflix is fast-growing with a flat organizational structure, which means that employees are often asked to perform tasks with a range of difficulties. Candidate must be motivated, a self-starter, disciplined to work effectively autonomously, and comfortable solving complex and ambiguous problems.
REQUIREMENTS:
• 2 – 4 years of experience in a highly analytical environment, preferably in a management or operational consulting firm
• Specific experience with vendor performance analysis and management a plus, but not required
• Extensive experience conducting quantitative and qualitative analysis
• Experience in cross-functional, team environments
• Experience working with relational databases, data, and reports
• Extreme proficiency with MS Excel; working knowledge of statistics and analysis packages a plus
• Excellent verbal and written communication skills, with demonstrated skill in presenting analyses to management
• Bachelor’s degree with emphasis on coursework of a quantitative nature, preferably Finance, Economics, Engineering, Mathematics, Statistics, or related fields