Senior Manager, Business & Technical Operations - Content & Business Products — Los Gatos,California,United States of America

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. Ensure alignment with CBP and company-wide objectives. 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. 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.