Program Analyst, CS Workforce Management

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

Summary of the Role

The Program Analyst is a key supporting member of the Customer Service Workforce Management team, responsible for providing analytical, operational, and program management support. They will partner with their Program Manager on strategic initiatives while handling day-to-day analysis, reporting, and ensuring the seamless execution of key projects and initiatives for the global Workforce Management function. They will work cross-functionally to collect and analyze data, create compelling presentations, and assist with ongoing workforce planning and optimization efforts for Customer Service. This is an excellent opportunity for someone with strong analytical skills and a passion for operational excellence to contribute to a dynamic and growing team.
 

Responsibilities

Data Analysis & Reporting

• Collect, validate and analyze complex workforce data from multiple internal and external sources.

• Use sophisticated analytical techniques to identify trends, root causes, and actionable insights that support business decisions.

• Develop, update, and distribute recurring reports and dashboards on key workforce management metrics (e.g., staffing levels, forecast accuracy, schedule adherence, attrition, productivity).

• Monitor key workforce metrics, investigating any unusual patterns, and following up to gather relevant context, ensuring timely identification and resolution of potential issues.

• Serve as a subject matter resource for workforce analytics within the team.
   

Project & Process Support

• Assist the Program Manager in managing and tracking projects, and providing status updates.

• Facilitate change management efforts related to workforce initiatives.

• Support the implementation of new tools, processes, or methodologies within the workforce management function.
   

Presentation & Communication

• Prepare clear, visually engaging presentations and reports for internal stakeholders and leadership.

• Translate complex analytical findings into actionable business insights and recommendations.
   

Cross-Functional Collaboration

• Work closely with Operations, Finance, and other cross-functional teams to gather data, support initiatives, and ensure alignment on workforce management objectives.
   

Continuous Improvement

• Identify opportunities to streamline and optimize existing workforce management processes.

• Assist with the development and documentation of standard operating procedures (SOPs), frameworks, and best practices.

• Stay current on industry trends and best practices in workforce management and data analysis.

Qualifications and Competencies

• Bachelor’s degree in Business, Mathematics, Statistics, Economics, Operations Research, or a related field (or equivalent experience).

• 1–3 years of experience in data analysis, business analysis, workforce management, operations, or a related field.

• Experience with data analysis tools and techniques (e.g., advanced Excel, SQL, or similar).

• Experience with data visualization tools (e.g., Tableau, Power BI, or similar) is highly desirable.

• Strong proficiency in Microsoft Office Suite, especially Excel and PowerPoint.

• Proficiency with productivity, collaboration, and project management tools (eg., Asana, Airtable or similar)

• Strong analytical and critical thinking skills, with a keen attention to detail.

• Excellent organizational and time management skills; able to manage multiple projects and deadlines.

• Clear, concise written and verbal communication skills.

• Ability to synthesize data and present findings to various audiences.

• Collaborative team player with a proactive approach to problem-solving.

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 details about our Benefits here.

Netflix is a unique culture and environment. Learn more 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.