Senior Team Manager Tech (Streaming) | Shaw

The Senior Team Leader is responsible for leading multiple Content Protection Operations (CPro) teams ensuring the accurate timely and compliant processing of copyright infringement and legal claims. This role provides strategic and operational leadership to consistently achieve Service Level Agreements (SLAs) Quality Critical Fail (CF) Quality Defect (QD) Average Handling Time (AHT) productivity turnaround time (TAT) and legal compliance targets. The Senior Team Leader drives operational excellence through effective workforce planning operational governance risk management continuous improvement and people development while partnering closely with Legal Content Operations Workforce Management Quality Training HR and other cross-functional stakeholders to ensure business continuity and operational success.

Key Responsibilities:

People Leadership

• Lead coach and develop Team Leaders to consistently achieve operational quality compliance and people performance objectives.

• Foster a culture of accountability operational excellence collaboration and continuous learning.

• Conduct regular performance reviews coaching sessions talent assessments and succession planning activities.

• Drive employee engagement retention leadership capability development and recognition initiatives.

• Build a high-performing leadership team capable of delivering consistent business results.

Operations Management

• Oversee the day-to-day delivery of multiple Content Protection Operations workstreams ensuring the efficient accurate and compliant processing of copyright infringement and legal claims.

• Ensure achievement of Service Level Agreements (SLAs) Average Handling Time (AHT) Quality Critical Fail (CF) Quality Defect (QD) productivity turnaround time (TAT) backlog and operational performance targets.

• Monitor operational health through performance dashboards and proactively mitigate operational risks impacting business performance.

• Establish and maintain operational governance by ensuring adherence to client policies standard operating procedures and regulatory requirements.

• Lead operational readiness for new initiatives policy changes and business requirements.

Legal Compliance Quality & Risk Management

• Ensure all infringement claims are processed in accordance with applicable copyright laws legal requirements Spotify policies and operational procedures.

• Partner with Legal Quality and Content Operations teams to maintain high decision accuracy and operational compliance.

• Drive initiatives to minimize Critical Fail (CF) and Quality Defects (QD) through proactive coaching calibration sessions quality governance and root cause analysis.

• Lead corrective and preventive action plans resulting from quality reviews compliance audits operational risks and recurring defects.

• Maintain audit readiness and promote a culture of compliance operational discipline and continuous quality improvement.

Workforce Management & Capacity Planning

• Partner with Workforce Management (WFM) to develop short- and long-term staffing strategies aligned with forecasted demand business priorities and operational targets.

• Analyze workload trends case volumes productivity backlog shrinkage and staffing models to forecast capacity requirements and mitigate operational risks.

• Optimize workforce utilization through effective resource allocation schedule optimization cross-training and workload balancing while consistently achieving SLA AHT Quality Compliance and productivity objectives.

• Develop contingency and business continuity plans to effectively manage volume fluctuations operational disruptions and evolving business requirements.

• Utilize workforce analytics to support hiring plans organizational design budget forecasting and long-term workforce strategy.

Performance Management & Continuous Improvement

• Analyze operational and business performance metrics to identify trends risks root causes and opportunities for improvement.

• Lead cross-functional Root Cause Analysis (RCA) and implement sustainable corrective and preventive actions to improve Quality Critical Fail (CF) Quality Defects (QD) AHT productivity compliance and operational efficiency.

• Drive process standardization documentation improvements automation and AI-enabled solutions to improve scalability decision accuracy and operational effectiveness.

• Lead continuous improvement initiatives that enhance operational performance while reducing operational risk and manual effort.

• Support implementation of new tools technologies workflows and operational initiatives.

Stakeholder Management

• Build and maintain strong partnerships with Legal Content Operations Workforce Management Quality Training HR and other internal stakeholders.

• Present operational performance quality trends compliance metrics workforce insights risks and strategic recommendations during business reviews and leadership meetings.

• Serve as the senior escalation point for complex operational workforce compliance and quality-related issues requiring executive oversight.

• Influence strategic decisions through data-driven insights operational expertise and collaborative problem-solving.

Qualifications :

• Bachelors degree in Business Administration Legal Management Law Information Technology Computer Engineering or a related discipline.

• Minimum of five (5) years external applicant or 12 months internal applicant of progressive experience in Content Protection Operations Copyright Enforcement Trust & Safety Legal Operations Digital Rights Management (DRM) Intellectual Property or a related domain.

• Extensive hands-on experience managing end-to-end copyright infringement and legal claims including complex high-risk and escalated cases involving global digital content platforms.

• Minimum of three (3) years of leadership experience managing Team Leaders or multiple operational teams within a BPO shared services or global operations environment.

• Demonstrated expertise in copyright regulations digital rights management content protection policies legal compliance and operational governance.

• Proven success delivering results across SLA Quality Critical Fail (CF) Quality Defects (QD) AHT Productivity Compliance Backlog Management and Workforce Efficiency metrics.

• Strong analytical and strategic planning skills with experience in workforce planning capacity management root cause analysis risk management and operational governance.

• Experience leading operational transformation continuous improvement automation and AI adoption initiatives.

• Excellent stakeholder management communication executive presentation coaching and leadership development skills.

Additional Information :

Applicants who has experience managing You Tube Google Content Moderation is good to have.

Remote Work :

No

Employment Type :

Full-time