Senior Team Manager - Tech (Streaming) | Shaw

About the role

Sutherland is recruiting a Senior Team Manager (Tech, Streaming) to lead multiple Content Protection Operations (CPro) teams. The role ensures the accurate, timely and compliant processing of copyright infringement and legal claims, and sets SLAs, quality, critical fail, quality defect, average handling time, productivity, turnaround time and legal compliance targets. It works closely with Legal, Content Operations, Workforce Management, Quality, Training, HR and other stakeholders.

Key responsibilities

• Lead, coach and develop Team Leaders, run performance reviews, coaching and succession planning, and build a high-performing leadership team.
• Oversee day-to-day delivery of CPro workstreams, monitor performance dashboards and maintain operational governance and compliance with client policies and regulations.
• Process infringement claims in line with copyright law, legal requirements, Spotify policies and operational procedures, and partner with Legal, Quality and Content Operations.
• Reduce Critical Fails and Quality Defects through coaching, calibration, quality governance and root cause analysis, and lead corrective and preventive actions.
• Partner with Workforce Management on staffing strategies, analyze workload trends and backlog, and prepare contingency and business continuity plans.
• Analyze performance metrics, lead root cause analysis, and drive process standardization, automation and AI-enabled solutions.
• Present performance, quality and compliance metrics in business reviews and act as the senior escalation point for complex issues.

Required profile

• Bachelor's degree in Business Administration, Legal Management, Law, Information Technology, Computer Engineering or a related field.
• Five years of progressive experience (external applicants) or 12 months (internal applicants) in Content Protection Operations, Copyright Enforcement, Trust & Safety, Legal Operations, DRM or Intellectual Property.
• Three years of leadership experience managing Team Leaders or multiple operational teams in a BPO, shared services or global operations setting.
• Hands-on experience managing end-to-end copyright infringement and legal claims, including complex, high-risk cases on global digital content platforms.

Required skills

• Copyright regulations, digital rights management, content protection policies and legal compliance.
• Workforce planning, capacity management, root cause analysis, risk management and operational governance.
• Experience with SLA, quality, AHT, productivity, backlog and compliance metrics.
• Experience leading operational transformation, continuous improvement, automation and AI adoption.
• Strong stakeholder management, communication, executive presentation, coaching and leadership development skills.