Data Scientist (L5) - Customer Service (Metrics)

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

Our Customer Service organization works to ensure nothing gets between our members and their favorite shows, movies and games. Data science plays a key role in guiding the CS team to deliver top-notch customer experiences that are aligned with Netflix's business strategy and executed with high operational excellence.

In this role, you will:

• Lead the evolution of CS metrics, identifying “north star” metrics and the ways CS teams can drive them

• Think critically about the business problem at hand and deploy the appropriate measurement technique 

• Partner with executives, Product Managers, Data Engineers, Analytics Engineers and Finance to further a statistically rigorous, data-driven decision-making culture in CS

• Identify opportunity areas for experimentation and research

• Expand the use of CS metrics across Netflix, where they hold insights for Product, Engineering, and Data Science  

We are looking for:

• Advanced degree in Statistics, Mathematics, Physics, Economics or a related quantitative field

• Strong statistical knowledge and intuition, and applied experience developing business-centric metrics frameworks 

• Strong SQL skills and programming experience (Python preferred) 

• Ability to effectively communicate technical concepts and convey clear recommendations to a variety of audiences (Engineering, Product, senior leadership)

• Experience with a wide range of measurement and prediction techniques (correlation analysis, observational causal inference, forecasting, quasi experimentation)

•  Comfort working with complex data; ability to thrive with minimal oversight and process

• Prior experience with Customer Service is  not required, but a desire to learn and become an expert is a must.

Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $170,000 - $720,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs.  Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.