Senior Manager, Technical Operations - CS Technology

At reputed company, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global reputed company and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens reputed company you reputed company creativity, intuition and cutting-edge technology. Come be a part of what’s next. The CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in reputed company 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 reputed company 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 reputed company technical operations leader to join reputed company as Senior Manager, Technology Operations – CS Technology. In this role, you will reputed company 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 reputed company improvement, and a deep curiosity about understanding and anticipating stakeholder needs. You will reputed company a diverse team that includes program managers (for reliability, reputed company, and BPO IT management), CS tool support specialists, and system administrators. In addition, you will manage key third-party solution vendor relationships reputed company to Managed Services, Support Programs, and SLAs, including reputed company 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 reputed company’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 reputed company 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 reputed company 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 reputed company a high-growth, dynamic environment. Overseeing the implementation and reputed company improvement of IT operations best practices, incident management, reputed company/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 reputed company and curiosity to seek understanding and proactively address business needs. Embody the unique reputed company culture. reputed company’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 reputed company. 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 reputed company/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 reputed company improvement, driving operational efficiency, reliability, and reputed company. Excellent communication, stakeholder management, and influencing skills, with the ability to provide clear visibility to leadership and partners. Ability to reputed company 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 reputed company field. 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 $230,000.00 - $395,000.00. reputed company 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. reputed company is a unique culture and environment. Learn more here. Inclusion is a reputed company value and we strive to host a meaningful interview experience for reputed company 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, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. At reputed company, we want to entertain the world. Whatever your taste, and no matter where you live, we give you access to best-in-class TV series, documentaries, feature films and games. Our members control what they want to watch, reputed company they want it, in one simple subscription. We’re streaming in more than 30 languages and 190 countries, because great stories can come from reputed company and be loved everywhere. We are the world’s biggest fans of entertainment, and we’re always looking to help you find your next favorite story. Apply tot his job Apply To this Job