[Remote] Investigations & Response Project Manager - Games Moderation

Note: The job is a remote job and is open to candidates in USA. Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries. They are seeking an Investigations & Response Project Manager to lead operational escalation management in games moderation, analyze data and trends, and ensure vendor partners meet Netflix's high standards.

Responsibilities

• Lead escalation management: Serve as the primary escalation manager for high-priority and legally sensitive cases (e.g., CSAM, threats of harm, terrorism) in Games Moderation, collaborating with internal partners in Legal, Trust & Safety, and Risk
• Drive operational excellence: Proactively monitor, assess, and optimize moderation tooling (e.g., Two Hat, CSMA), identifying gaps and partnering with vendors to ensure robust, scalable, and effective solutions
• Analyze data and trends to anticipate risks, measure program effectiveness, inform proactive improvements, and provide actionable insights to leadership and stakeholders
• Continuously monitor and refine moderation policies and enforcement standards by partnering with studios and internal stakeholders, ensuring policies remain effective, relevant, and aligned with evolving business and industry needs
• Implement and enhance global moderation standards: Collaborate with the Games Moderation Program Lead to implement and refine moderation policies, enforcement standards, and best practices
• Vendor enablement: Lead onboarding, training, and ongoing quality assurance for third-party moderation vendors, ensuring they consistently meet Netflix’s standards. Collaborate with studios to identify emerging needs or adjustments in policies, and work with vendors to ensure changes are implemented effectively
• Operational readiness: Ensure the Customer Service and moderation teams are fully prepared for moderation implications of new game or feature launches, developing and delivering enablement resources as needed
• Serve as a key cross-functional collaborator and liaison: Work closely with Product, Engineering, Player Support, Legal, and other teams to drive operational initiatives, align on priorities, and ensure seamless execution across the global program
• Additive global perspective: Bring your regional and industry insights to the table, helping to inform and evolve the global moderation approach

Skills

• 5+ years of experience in games or online moderation, trust & safety, or content integrity, with a proven record of operational management and escalation handling
• Direct experience managing sensitive legal escalations within a gaming or online community context
• Strong knowledge of moderation tooling (e.g., TwoHat), process optimization, and vendor oversight
• Demonstrated ability to analyze KPIs and metrics to measure and improve operational performance along with driving impact to the broader business
• Experience developing and delivering training or enablement resources
• Proficiency with Customer Service and Moderation platforms (such as ZenDesk and HelpShift); experience in Customer Service operations is a plus
• Fluency in English, both written and verbal; additional languages are a plus

Benefits

• Health Plans
• Mental Health support
• 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• 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

Company Overview

• Netflix is an online streaming platform that enables users to watch TV shows and movies. It was founded in 1997, and is headquartered in Los Gatos, California, USA, with a workforce of 10001+ employees. Its website is https://www.netflix.com.

Company H1B Sponsorship

• Netflix has a track record of offering H1B sponsorships, with 310 in 2025, 309 in 2024, 191 in 2023, 261 in 2022, 268 in 2021, 225 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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