Ads Product Operations Support Lead

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.

About Netflix:

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. 

We recently launched a new ad-supported tier to offer our members with more choice in how they consume their content. Our new tier allows us to attract new members at a lower price point, while also creating a compelling path for advertisers to reach audiences that are deeply immersed.

The Ads team builds the advertising systems and integrations that powers the delivery of ads using our world-class content delivery ecosystem. We deliver ads in a manner that’s thoughtful of our member’s viewing experience and drive great outcomes for advertisers. Our team is new and yet faced with the ambitions of building highly performant advertising systems and delivering high impact to our business by monetizing our incredible slate of content. As one of the newest entrants in the Connected TV advertising space that’s rapidly growing, we seek to build unique value propositions that help us differentiate from the competition and become a market leader in record 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.

• 8+ years of experience in the Ad Tech industry, with a proven track record of building and scaling global product support organizations.

• Demonstrated success in designing and implementing support operations from the ground-up, in a fast-paced scaling environment.

• Hands-on experience implementing AI-driven or automated support models.

• Strong strategic, analytical, and execution skills.

• Proven ability to lead and develop teams of both full-time and contract employees.

• Excellent written and verbal communication skills, with the ability to influence and collaborate across all levels of the organization.

• Expertise with Zendesk, Jira, or PagerDuty (or similar platforms).

• Experience working with AI automation platforms and large language models (LLMs) in real-world support scenarios.

• Ad Tech industry experience is a requirement.

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.