Ads Product Operations Support Lead

Ads Product Operations Support Lead

Netflix is one of the world's leading entertainment services with over 247 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 Netflix Advertising Product team is seeking a Product Operations Support Lead to shape and scale our product support strategy. In this pivotal role, you will build and evolve our internal product support function, develop scalable processes for a global organization, and lead the adoption of automated support solutions. You will collaborate closely with cross-functional partners, lead a growing support team, and advance our support strategy to fuel business growth.

This role reports to the Sr Manager, Product Operations, and is a key member of the Ads Product Operations team. Our team accelerates product outcomes by creating frameworks, tools, and processes that enable Product and Tech teams to deliver value to our customers.

What you'll be doing :

• Lead the development and maturation of internal product support processes to ensure scalability across a global platform.
• Define and execute the strategy for internal product support in alignment with broader product and business objectives.
• Drive the adoption of automated, AI-driven support models.
• Support the maintenance and accessibility of product documentation.
• Lead a small global team of support agents that provide high-quality support for internal product users.
• Prepare support teams and the broader organization for new product releases through readiness planning, training, and documentation.
• Collaborate with Product, Engineering, Data Science, Design, TPMs, and key stakeholders to achieve support objectives.
• Identify and implement opportunities for process optimization, automation, and quality improvement.
• Measure, analyze, and report on support metrics to drive continuous improvement.

We're seeking a candidate who has :

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 $120,000-515,000.

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.

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.