Regulatory Compliance Manager, LatAm - Consumer Claims

Job Description

Netflix is changing the way more than 230 million subscribers around the world enjoy entertainment. As a company, we challenge industry norms by pushing one another to think creatively about complex questions. Our legal team is no exception. We think critically about the range of legal issues our business faces and act consistent with our freedom and responsibility culture, one marked by a bias toward action, collaborative work, and candid discussions by leaning into smart risks and taking ownership of bold decisions. Our culture is unique, and we live by our values, so we encourage learning more about it. The opportunity We are looking for a Regulatory Compliance Manager, LatAm to work with our Consumer Claims team. In this role, you will manage a small but mighty team of legal professionals responsible for handling customer complaints and related regulatory inquiries in LatAm. You and your team will dive into our systems to investigate and understand the root cause of the claims filed by consumers, will propose solutions (refunds, settlements, appeals, etc.) to resolve those claims, will develop and enhance our legal strategy, and will manage our teams of external counsel to ensure our legal defenses are factual, easy to understand, and most importantly, successful. You will also directly manage the portfolio of consumer claims and related regulatory inquiries from Spanish-speaking countries in LatAm. The ideal candidate has a “hands-on” attitude, understands and values operations, knows how to use data to inform decisions, and can create scalable workflows. The position is based in Alphaville - Barueri.

Responsibilities

• Manage a small team of legal professionals handling all phases of consumer claims (PROCON, small claims, and general regulatory inquiries) from service, validation of documents, indexing of information, investigation of claims, information gathering, drafting responses, appeals, and other relevant documents;
• Handle directly our docket of consumer claims and related regulatory inquiries originating from all LatAm countries (Portuguese and Spanish speaking);
• Create and implement processes for preparing litigation reports, including quarterly reports required for audit and financial reporting;
• Work cross-functionally in close collaboration with teams of internal stakeholders as customer service, investigations and response, public policy, and litigation;
• While reviewing the claims, proactively utilize customer service tools and other internal resources necessary to investigate them;
• Engage, manage, and work closely with outside counsel to define and enhance our approach and legal strategy, gather documentation, and review responses to ensure our responses are aligned with our strategy and culture.
• Maintain and update internal documentation including case-specific documents, as well as summaries of legal research;
• Organize, log, and maintain accurate data regarding the volume and types of consumer claims for reporting purposes and to drive product and customer experience improvements;
• Identify opportunities for automated information solutions, leveraging pre-existing data and reducing manual data entry/unnecessary replication of data;
• Act as legal liaison and partner with the Customer Service teams to investigate, get insights, and draft responses to consumer complaints filed in public-facing sites (i.e., Reclame Aqui).

Requirements

• 7+ years of experience in a law firm and/or legal in-house team. Experience with Consumer Claims or Legal Operations. Knowledge and experience with legal operations work is desirable;
• Analytical rigor and a mindset that processes can always be improved or eliminated if no longer relevant;
• Ability to work proactively, independently, and reliably with little guidance but use good judgment to escalate issues when needed;
• Be proactive, forward-thinking and have a hands on attitude.
• Excellent communication skills (succinct and clear), including an ability to explain complex information clearly and effectively to different audiences;
• Ability to maintain a positive and constructive attitude in ambiguous situations and to manage complex issues in a productive manner;
• High level of curiosity and exhibit the highest personal and professional standards of integrity and ethics;
• Can change course, be scrappy, and get things done within short time frames;
• Fluency in Portuguese, English and Spanish is required for this role;
• People management experience is not required but it is highly desirable;
• Fabulous sense of humor.

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