Ads Product Operations Support Lead

Netflix, Inc.•Los Gatos, CA

64d

About The Position

The Netflix Advertising Product team is seeking a Product Operations Support Lead to shape and scale our product support strategy. In this pivotal role, you will build and evolve our internal product support function, develop scalable processes for a global organization, and lead the adoption of automated support solutions. You will collaborate closely with cross-functional partners, lead a growing support team, and advance our support strategy to fuel business growth. This role reports to the Sr Manager, Product Operations, and is a key member of the Ads Product Operations team. Our team accelerates product outcomes by creating frameworks, tools, and processes that enable Product and Tech teams to deliver value to our customers.

Requirements

8+ years of experience in the Ad Tech industry, with a proven track record of building and scaling global product support organizations.
Demonstrated success in designing and implementing support operations from the ground-up, in a fast-paced scaling environment.
Hands-on experience implementing AI-driven or automated support models.
Strong strategic, analytical, and execution skills.
Proven ability to lead and develop teams of both full-time and contract employees.
Excellent written and verbal communication skills, with the ability to influence and collaborate across all levels of the organization.
Expertise with Zendesk, Jira, or PagerDuty (or similar platforms).
Ad Tech industry experience is a requirement.

Nice To Haves

Experience working with AI automation platforms and large language models (LLMs) in real-world support scenarios.

Responsibilities

Lead the development and maturation of internal product support processes to ensure scalability across a global platform.
Define and execute the strategy for internal product support in alignment with broader product and business objectives.
Drive the adoption of automated, AI-driven support models.
Support the maintenance and accessibility of product documentation.
Lead a small global team of support agents that provide high-quality support for internal product users.
Prepare support teams and the broader organization for new product releases through readiness planning, training, and documentation.
Collaborate with Product, Engineering, Data Science, Design, TPMs, and key stakeholders to achieve support objectives.
Identify and implement opportunities for process optimization, automation, and quality improvement.
Measure, analyze, and report on support metrics to drive continuous improvement.

Benefits

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume