Senior Manager, Business & Technical Operations - Content & Business Products
About The Position
Netflix is seeking an accomplished Senior Manager, Business & Technical Operations to lead and grow the team responsible for the operational health, reliability, and continuous improvement of programs, products, and platforms supporting Content & Business Products (CBP). The role oversees program management and operations across NTech—including AV, IT operations, and ITAM—and Customer Service, while also leading technology integration for mergers and acquisitions. The position ensures enterprise systems and support functions serving Finance, Legal, Talent, Customer Service, and IT operate reliably at scale, with issues anticipated, prevented, and resolved quickly. The Senior Manager will build and mentor a team spanning technology operations, general program management, and frontline support. The role establishes processes, tooling, and governance for reliable enterprise products and services, partners with Engineering, Product, IT, Customer Service, and CBP business stakeholders, and translates operational learnings into proactive improvements. Netflix describes its mission as entertaining the world and CBP’s work as building products and services that optimize and automate the content lifecycle and support internal departments.
Requirements
- 10+ years of experience in technical program management, IT/enterprise support operations, or customer service operations.
- At least 4 years of experience in a leadership role managing and mentoring a team.
- Proven track record leading large-scale, cross-functional programs, including operational support for frontline functions such as AV, IT operations, ITAM, or service desk.
- Experience integrating third-party technology, tools, teams, or processes into an organization's enterprise environment.
- Experience partnering with or leading Customer Service business and operations functions.
- Demonstrated experience building, growing, and leading high-performing operations or program management teams.
- Exceptional cross-functional collaboration and stakeholder management skills, including the ability to influence without direct authority.
- Strong understanding of enterprise systems, software development lifecycles, and program management methodologies and best practices.
- Excellent communication, presentation, and interpersonal skills.
- Ability to thrive in a dynamic, ambiguous, and rapidly evolving environment.
Nice To Haves
- Strategic leadership across NTech, Customer Service, and enterprise program operations while empowering and growing a high-performing team.
- Ability to navigate complex cross-functional programs and technology integrations and make critical operational trade-offs.
- Proactive approach to organizing ambiguity, anticipating operational risk, and addressing M&A integration uncertainty.
- Commitment to organizational values and executional excellence.
Responsibilities
- Recruit, hire, develop, and retain a high-performing team of program managers and operations professionals across NTech, Customer Service, and enterprise program functions; provide coaching, mentorship, and career development.
- Oversee planning and execution of programs across NTech, including AV, IT operations, and ITAM, and Customer Service; ensure alignment with CBP and company-wide objectives.
- Own operational and technical integration of acquired companies, teams, and tools into Netflix’s enterprise environment, including cross-functional planning, stakeholder coordination, and timeline management.
- Define, implement, and improve scalable program management processes, governance, and best practices across the CBP portfolio.
- Drive roadmap planning, OKR reviews, and continuous improvement in program execution.
- Partner with Engineering, Product, IT, Customer Service, Finance, Legal, and Talent stakeholders; facilitate communication, triage, and decision-making across programs and operational events.
- Define and track operational KPIs and SLAs for NTech and Customer Service; improve incident management, support quality, and service delivery.
- Identify, assess, and mitigate technical, operational, and organizational risks, including risks arising during M&A integrations; develop contingency and escalation plans and drive critical issues to resolution.
- Communicate program status, operational risk, and integration progress to audiences ranging from individual contributors to executive leadership.
- Collaborate with Engineering, Product, and business leadership to forecast and allocate staffing, tooling, and integration budget needs; identify capacity constraints ahead of launches, seasonal peaks, and acquisitions.
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 vacation, holidays, and sick paid time off
- Full-time salaried employees are immediately entitled to flexible time off
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
