Senior Team Manager - Tech (Streaming) | Shaw

Sutherland
Philippines
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 5+ yearsEducation: bachelorsSkills: ["People leadership","Coaching","Stakeholder management","Analytical thinking","Risk management"]

Lead multiple Content Protection Operations (CPro) teams to ensure accurate, compliant processing of copyright infringement and legal claims. Own operational performance across SLAs, quality metrics, CF/QD, AHT, productivity, TAT, and backlog, while driving workforce planning, governance, risk management, and continuous improvement. Partner with Legal, Content Operations, Workforce Management, Quality, Training, and HR, and serve as the senior escalation point for complex issues through data-driven leadership.

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FursaFursa
Sutherland
Sutherland
2 days ago

Senior Team Manager - Tech (Streaming) | Shaw

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Last checked: 3 hours agoStatus: Live

Job Summary

Lead multiple Content Protection Operations (CPro) teams to ensure accurate, compliant processing of copyright infringement and legal claims. Own operational performance across SLAs, quality metrics, CF/QD, AHT, productivity, TAT, and backlog, while driving workforce planning, governance, risk management, and continuous improvement. Partner with Legal, Content Operations, Workforce Management, Quality, Training, and HR, and serve as the senior escalation point for complex issues through data-driven leadership.
Location: Philippines
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and develop Team Leaders to achieve operational, quality, compliance, and people performance objectives, including performance reviews, coaching, and succession planning.
  • •Oversee day-to-day delivery of multiple CPro workstreams, ensuring achievement of SLAs, AHT, quality, Critical Fail (CF), Quality Defects (QD), productivity, turnaround time (TAT), and backlog targets.
  • •Ensure legal compliance and operational governance by processing infringement claims according to copyright laws, legal requirements, Spotify policies, and SOPs; partner with Legal, Quality, and Content Operations.
  • •Partner with Workforce Management to drive workforce planning and capacity management using workload trends, case volumes, productivity, shrinkage, and staffing models; maintain contingency and business continuity plans.
  • •Drive continuous improvement by analyzing operational metrics, leading root cause analysis (RCA), implementing corrective/preventive actions, and improving scalability through standardization, documentation, automation, and AI-enabled solutions.

Key Requirements

  • •5+ years (external) or 12 months (internal) experience in content protection operations, copyright enforcement, trust & safety, legal operations, DRM, intellectual property, or a related domain.
  • •Extensive hands-on experience managing end-to-end copyright infringement and legal claims, including complex and escalated cases on global digital content platforms.
  • •3+ years of leadership experience managing Team Leaders or multiple operational teams in 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 delivery against SLA, quality, Critical Fail (CF), Quality Defects (QD), AHT, productivity, compliance, backlog, and workforce efficiency metrics.
Experience:5+ yearsContent protection operationsCopyright enforcementTrust & safetyDigital rights management (DRM)Intellectual property
Education:Bachelor's
Skills:People leadershipCoachingStakeholder managementAnalytical thinkingRisk management
Languages:English
Tech Stack:AIAutomationCloud engineeringAdvanced analytics

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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