Senior Manager, Business & Technical Operations - Business & Technical Operations, Content & Business Products

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next. ## Content & Business Products (CBP) Overview The Content & Business Products (CBP) teams are fundamental to Netflix's mission to entertain the world. This organization is responsible for building the products and services that optimize and automate the entire content creation lifecycle, from initial concept and financial planning to global launch and promotion. CBP is the engine behind “pitch to play,” enabling our teams to create, manage, and distribute content at scale. In addition, we build and maintain critical enterprise products that ensure efficient operations across key internal departments, including Finance, Talent, N-Tech and Customer Support. ## Role Overview We're looking for an accomplished Senior Manager, Business & Technical Operations to lead and grow the team responsible for the operational health, reliability, and continuous improvement of the programs, products, and platforms that power Content & Business Products. In this pivotal role, you'll oversee program management and operations across NTech - the operational arm of internal support, including AV, IT operations, and ITAM, serving as the frontline for our enterprise tools and services and Customer Service, representing the support and operations that serve Netflix members. You'll also lead technology integration for M&A activity, bringing acquired teams, tools, and systems smoothly into Netflix's enterprise environment. Across all of this, you'll ensure that the systems and support functions underpinning our core business -Finance, Legal, Talent, Customer Service, and IT run reliably at scale, and that operational issues are anticipated, prevented, and resolved quickly when they occur. As a seasoned operations and program leader, you'll build and mentor a team spanning technology operations, general program management, and frontline support functions, establishing the processes, tooling, and governance that keep our enterprise products and services running smoothly. You'll act as a key partner to Engineering, Product, IT, Customer Service, and business stakeholders across CBP, and a steady hand during M&A integrations, translating operational learnings into proactive improvements that balance the pace of delivery with the reliability our internal and external users depend on. ## Responsibilities * Lead and Mentor a High-Performing Team: Recruit, hire, develop, and retain a world-class team of program managers and operations professionals spanning NTech, Customer Service, and enterprise program functions. Provide coaching, mentorship, and career development opportunities, fostering a culture of continuous learning and accountability. * Enterprise Program Leadership: Oversee planning and execution of programs across NTech - AV, IT operations, and ITAM, the frontline for our enterprise tools and services — and Customer Service, the support and operations serving Netflix members. Ensure alignment with CBP and company-wide objectives. * Technology M&A Integration: Own the operational and technical integration of acquired companies, teams, and tools into Netflix's enterprise environment. Lead cross-functional integration planning, stakeholder coordination, and timeline management to bring new technology into our systems and processes smoothly. * General Program Management: Define, implement, and optimize scalable program management processes, governance, and best practices across the CBP portfolio. Drive roadmap planning, OKR reviews, and continuous improvement in program execution. * Cross-Functional Partnership: Act as a central point of contact and trusted partner for Engineering, Product, IT, Customer Service, Finance, Legal, and Talent stakeholders. Facilitate effective communication, triage, and decision-making across programs and operational events. * Operational Excellence: Define and track operational KPIs and SLAs for NTech and Customer Service operations. Drive continuous improvement in incident management, support quality, and service delivery. * Risk Management and Mitigation: Proactively identify, assess, and mitigate technical, operational, and organizational risks - including those introduced during M&A integrations. Develop contingency and escalation plans, and drive resolution of critical issues to closure. * Influence and Communication: Communicate program status, operational risk, and integration progress clearly to audiences ranging from individual contributors to executive leadership. * Resource Planning: Collaborate with Engineering, Product, and business leadership to forecast and allocate staffing, tooling, and integration budget needs across NTech, Customer Service, and program management, identifying capacity constraints ahead of key launches, seasonal peaks, and acquisitions. ## Qualifications * 10+ years of experience in technical program management, IT/enterprise support operations, or customer service operations, with at least 4 years 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 3P technology, tools, teams, or processes into a 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, with 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. ## What Sets You Apart * A strategic leader who sets direction across NTech, Customer Service, and enterprise program operations while empowering and growing a high-performing team. * An influential partner adept at navigating complex, cross-functional programs and technology integrations, and making critical operational trade-offs. * A proactive force who brings organization to ambiguity — including the ambiguity of M&A integration — and anticipates operational risk before it impacts the business. * A true culture champion who embodies organizational values and drives executional excellence. Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $470,000.00 - $700,000.00. 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. See more details about our Benefits here. Netflix is a unique culture and environment. Learn more here. Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.