Senior Manager, Technical Operations - CS Technology

Senior Manager, Technology Operations - CS Technology

Los Gatos, California, United States of America

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operations, growth, and scalability of the Customer Service business now and in the future.

The CS Technology team is comprised of CS Product Management, Product Operations, and Technical Operations. The Technical Operations function is responsible for ensuring that CS tools and technologies are well configured and running without errors or issues, enabling secure, reliable, and scalable operations of our technology for our global CS teams.

As the technical department of the Customer Service organization, Technical Operations leads the planning, coordination, and execution of all technical components of CS projects, partnering closely with CS Product and Engineering teams, CS cross-functional and stakeholder teams, and BPO IT teams.

We are looking for an experienced technical operations leader to join our team as Senior Manager, Technology Operations – CS Technology. In this role, you will lead and manage a lean, high-impact team strategically located across US and LATAM regions.

Your success will be built on strong collaboration and partnership with stakeholders across InfoSec, Data Privacy, Legal, Internal Audit, CS Product, Engineering, and multiple CS cross-functional teams. You have a passion for supporting the Customer Service business from behind the scenes, a drive for operational excellence and continuous improvement, and a deep curiosity about understanding and anticipating stakeholder needs.

You will oversee a diverse team that includes program managers (for reliability, security, and BPO IT management), CS tool support specialists, and system administrators. In addition, you will manage key third-party solution vendor relationships related to Managed Services, Support Programs, and SLAs, including oversight of resource allocation and planning in partnership with the CS Product team.

As a strategic and hands-on leader, you will be responsible for:

• Driving the operational strategy and execution for Technology Operations to support the scale and complexity of Netflix's global CS operations.
• Leading and developing a lean, globally distributed team focused on delivering high-impact results and fostering a culture of accountability, innovation, and continuous improvement.
• Providing hands-on guidance and mentorship to team members to help them grow in skills, confidence, and experience, and to collaborate effectively with third-party partners and internal engineering teams.
• Overseeing the planning and execution of support models, including the potential implementation of on-call or 24/7 support.
• Building and nurturing strong cross-functional partnerships across InfoSec, Data Privacy, Legal, Internal Audit, CS Product and Engineering, and all relevant CS functions.
• Collaborating with internal stakeholders and third-party vendors on Support and Managed Service aspects, ensuring alignment on priorities, resource allocation, and operational excellence.
• Ensuring contracted SLAs are met and managing vendor resources effectively and independently, driving governance and performance improvements.
• Rapidly establishing clear accountability and process discipline within a high-growth, dynamic environment.
• Overseeing the implementation and continuous improvement of IT operations best practices, incident management, security/access management, and service delivery at scale.
• Partnering closely with CS Product team and Engineering teams to ensure customer service technologies and infrastructure are reliable, secure, and well-configured.
• Using data-driven insights to identify and implement opportunities for efficiency, reliability, and performance improvements, and to provide visibility to leadership on key metrics, risks, and opportunities.
• Fostering a collaborative and innovative team environment that encourages knowledge sharing and professional growth.
• Demonstrating stakeholder empathy and curiosity to seek understanding and proactively address business needs.

What we're looking for:

• 8+ years of experience in technical operations, IT service management, or technology support roles, with at least 3 years in a leadership capacity.
• Demonstrated success in building, developing, and scaling high-performing, lean technical operations or support teams in fast-paced, global environments.
• Experience mentoring and guiding multidisciplinary teams, including system administrators and application/tooling support specialists.
• Proven ability to operate in high-volume customer service, contact center, or BPO environments.
• Strong track record of cross-functional collaboration with internal engineering teams and third-party vendors, specifically in Support and Managed Service areas.
• Vendor management experience, including driving governance, ensuring contracted SLAs are met, and managing vendor resources independently.
• Solid understanding of IT operations best practices, support models (on-call/24x7), incident management, service delivery at scale, and security/access management.
• Familiarity with customer service technologies, tools, and infrastructure, with the ability to partner closely with product management and technical stakeholders.
• Background in process design and continuous improvement, driving operational efficiency, reliability, and security.
• Excellent communication, stakeholder management, and influencing skills, with the ability to provide clear visibility to leadership and partners.
• Ability to thrive in ambiguity, rapidly establish accountability and process discipline, and deliver results in a high-growth environment.
• Strong analytical and problem-solving skills, with a data-driven approach to decision-making and performance management.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

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.

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.