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.

Function: Management
Experience Level: Mid-Senior Level