CXO Coordinator, EMEA

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.

We are seeking a highly organised, energetic, and proactive CXO Coordinator to support driving operational excellence for our regional CXO teams. This role is critical to our mission to streamline processes, improve efficiency, and ensure the seamless execution of key projects and day-to-day tasks. The Operations Coordinator will report directly to the Regional Director of Customer Service and will be highly impactful in delivering project management, documentation, frameworks, and general organisational support on behalf of the CXO team for the EMEA region. You will be expected to initiate, design, and execute highly independently whilst maintaining strong alignment with your direct colleagues.

Key Responsibilities

Project and Workflow Coordination:

• Maintain and update critical systems and overviews, particularly Airtable, to ensure data accuracy and support operational workflows.
• Coordinate project delivery and serve as a central hub for project-related communications, ensuring that stakeholders are aligned and resources are effectively utilised. Liaise and coordinate with stakeholders regarding project requests, requirements, and resources.
• Support the team in prioritising and reviewing CXO project priorities and assist in assigning ownership where required for project or analysis requests.
• Act as a central point of support for regional CXO projects and CEMs to drive operational excellence and process improvement. This includes actively marshalling resources and coordinating project delivery to ensure smooth execution. Play a crucial role in bringing together and driving the delivery of larger, cross-functional initiatives (such as fraud prevention and other projects aimed at improving operational quality) and deliver hands-on work on certain projects directly.

Documentation & Frameworks:

• Create high-quality documentation outlining processes, projects, or briefings, ensuring all project and operational documentation is accurate and up-to-date.
• Support the creation of high-quality slide decks for presentations and documentation, and provide general administrative support to the regional team.
• Support the administration of CXO responsibilities, such as coordinating contractual reviews and negotiations for the CXO team (including coordination with internal sourcing or legal teams) and managing purchase orders and invoices.
• Support the creation of new frameworks (such as governance or quality frameworks) for the CXO team.

Organisational Support:

• Assist in coordinating and managing planning and logistics for team off-sites and partner summits, ensuring precision in handling all details, including managing the agenda input and following up on action items.
• Support the coordination of external party round tables, performance review meetings, internal team meetings, coaching/calibration sessions, etc., including managing the agenda input and following up on action items.
• Support coordination of specialised external resources (such as BPO XAs).
• Support delivering on requests (e.g., local language translations or agent-level inputs) from internal teams.
• Support the delivery of (or directly deliver upon request) high-level analysis or data collection (such as regional trends, performance, or operational anomalies). Coordinate follow-up actions or requests and escalate findings to ensure a rapid and effective response.

Skills and Qualifications

• Proficiency in defining scope, milestones, timelines, and resource needs as well as strong task prioritisation, progress tracking, and adaptation as needed. Project Management certification preferred.
• Experience with project and data management tools (like Airtable or Asana).
• Experience with Tableau or other data visualisation and analysis tools strongly preferred.
• Experience with large-scale, multi-lingual, international customer service environments (or similar operational environments) within a large, multinational organisation.
• A strong focus on customer service, efficiency, process improvement, and solving operational challenges, with a proven ability to identify bottlenecks and implement effective solutions.
• Meticulous attention to detail and a methodical approach to managing multiple responsibilities and data sets simultaneously. Experience with project and data management tools (like Airtable) is essential.
• Excellent written and verbal communication skills, with the ability to create clear, concise reports and presentations. The capacity to work effectively with various stakeholders and influence outcomes through clear data and communication is a must.
• The ability to thrive in a data-driven and operational environment, supporting analysis of data and trends, bringing insights to actionable recommendations, and taking those forward in the business.
• A proactive and adaptable individual who can thrive in a fast-paced environment and take ownership of tasks without direct supervision.

Suggested Candidate Background

• A minimum of 4-5 years of experience in an operations, business analyst, or project management/coordination role, preferably within a fast-paced, customer-facing, or technology-driven environment.
• Proficiency with Google Workspace (Docs, Sheets, Slides) or similar, and a demonstrated mastery of project management and data management platforms. Experience with Airtable is a plus.