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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in technical program management and operational support, with a strong focus on cross-functional collaboration, stakeholder management, and the integration of technology and processes into enterprise environments.
Highest-signal resume keywords
Technical Program ManagementCross-Functional CollaborationStakeholder ManagementOperational SupportTeam Leadership
About the role
Key responsibilities & impact- 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
- Oversee planning and execution of programs across NTech, including AV, IT operations, and ITAM, and Customer Service
- 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
- 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
- Partner with Engineering, Product, IT, Customer Service, Finance, Legal, and Talent stakeholders
- Define and track operational KPIs and SLAs for NTech and Customer Service operations
- Drive continuous improvement in incident management, support quality, and service delivery
- Identify, assess, and mitigate technical, operational, and organizational risks
- Develop contingency and escalation plans and drive critical issues to closure
- Communicate program status, operational risk, and integration progress to stakeholders and executive leadership
- Forecast and allocate staffing, tooling, and integration budget needs
Requirements
What you’ll need- 10+ years of experience in technical program management, IT/enterprise support operations, or customer service operations
- 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 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, 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
Benefits
Comp & perks- 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 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Program ManagementOperational KPIsService Level AgreementsIntegration PlanningRisk AssessmentContinuous ImprovementGovernance Best PracticesBudget ForecastingIncident ManagementSoftware Development Lifecycle
Soft Skills
CoachingMentorshipCommunicationPresentationInterpersonal Skills
Industry Keywords
Enterprise EnvironmentCustomer Service OperationsIT OperationsAV OperationsIT Asset ManagementCross-Functional ProgramsDynamic EnvironmentOperational Support3P Technology IntegrationProgram Management Methodologies