Service Delivery Team Lead

Netflix is one of the world's leading entertainment services, with over 300 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.

About the job

As Netflix continues to expand globally, we are committed to attracting the best and brightest talent to support our growth. We are seeking a dynamic and experienced Service Delivery Team Lead to join our Global Talent Operations Center in Manila.

In this role, you will lead a fantastic team of Talent Coordinators, ensuring the seamless delivery of interview scheduling and operational support for our Talent Acquisition functions across the APAC and EMEA regions. You will champion operational excellence, foster a culture of continuous improvement, and partner closely with cross-functional stakeholders to deliver a consistently exceptional candidate experience. If you are passionate about people leadership, process optimization, and driving results in a fast-paced, innovative environment, we want to hear from you

Key responsibilities:

• Lead and coach a high-performing team of Talent Coordinators, fostering operational excellence and continuous improvement to deliver a seamless scheduling experience for candidates, recruiters, and hiring managers.
• Partner with cross-functional teams to deliver end-to-end scheduling services and identify opportunities to streamline and scale operations.
• Manage day-to-day scheduling operations with a hands-on approach, deep-diving into processes and stepping in to support interview scheduling as needed to meet business demands and ensure team success.
• Maintain a close pulse on business needs through regular stakeholder and partner engagement (e.g., Talent Acquisition, Regional Services leader), proactively adjusting team support models and workflows to align with changing priorities and drive process enhancements.
• Communicate key scheduling metrics, operational updates, and insights to stakeholders, and establish feedback loops to drive continuous improvement in the candidate and hiring manager experience.
• Champion Netflix's culture and values by setting clear expectations and providing practical guidance while navigating ambiguity, to ensure the team drives excellence in their daily work and interactions with stakeholders and customers.

Knowledge, experience, and skills required:

• 4+ years of hands-on experience leading a team within an HR Shared Services, HR Operations, or Talent Acquisition Support environment
• You will be leading a team responsible for providing interview scheduling support across the APAC and EMEA time zones; prior experience supporting or working with teams and stakeholders in these regions is highly desirable.
• Proven track record of people management, coaching, and developing high-performing teams. Your skills in fostering growth, providing guidance, and mentoring others are key to this role
• Strong understanding of Service Center technologies, such as ATS, knowledge management systems, dashboards, etc. Experience with EightFold is a plus
• Exceptional written and verbal communication skills. Your ability to articulate complex information clearly and concisely is absolutely essential in this role
• Experience working in a multi-location and matrix environment. We value your ability to navigate ambiguity and complexity, and to thrive in such a setup
• Demonstrated ability to analyze data, identify trends, and use insights to drive improvements
• Collaborative, innovative, and solutions-oriented mindset
• Ability to work varying shifts and holidays as needed. Your flexibility in adapting to different work schedules is important to us

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.