Job Description

Primary Function

We are seeking a full time Digital Creative Operations Manager to work at our clients offices in the Bay Area. As one of the World’s leading tech companies, our client is well known for being a fast paced working environment that adopts an innovative, dynamic and social culture.

The role will involve working within the XR team; supervising the Lead Technicians and Technicians (across the global service); that create content for distribution via multiple methods of outreach such as live streaming, online, pre-records for pr/marketing etc. The ideal candidate will have experience leading large global teams in high impact production work. A knowledge of the XR landscape from a production or creative deployment perspective is preferred. Experience managing data in addition to deploying strategies to improve workflows and efficiencies is a must. You will need a dynamic and adaptable approach to work in a high demand and high reward team environment.

Duties & Responsibilities

• Main point of contact for the operational XR service that delivers production support.
• Is aware of high priority client requests and is able to provide technical direction where necessary for the planning, scheduling, and delivery of projects.
• Oversee the highest level of customer service for all XFN stakeholders and partners.
• Stays up to date with current service offerings and SLA’s and is able to confidently communicate these to our partners.
• Collaborates with leadership and Lead technicians to complete RCA and fault reports within SLA’s along with overseeing the execution of improvements to mitigate risk.
• Contributes to reporting by gathering required metrics and documenting suggestions for improvements/innovation.
• Responsible for reporting a number of data points during weekly, monthly, quarterly and annual reviews for XR related activities in line with SLAs.
• Applies significant knowledge of industry trends and developments to improve service to our partners.
• Works with Lead technicians and teams to recognize system or process deficiencies and implement effective solutions.
• Creates and executes technical plans and revises as appropriate to meet the services changing needs and requirements.
• Manages the resources of the operational pillar with respect to demands and service strategy.
• Lead ancillary service improvement/innovation initiatives and identify new opportunities that the service will benefit from.
• Identifying and leading in the Innovation of XR related workflows and concepts.
• Supply guidance to improve workflows and service offerings.
• Align technical standards and operational processes globally.
• Ensure teams are contributing to documentation, completing post project reports and other elements of the services data tracking.
• Escalate equipment failures to appropriate teams and assist with the resolution as needed to maintain service levels.
• Monitor cloud and local based systems and troubleshoot/escalate issues where necessary.
• Ensures that a balanced workload is triaged among technical staff, and notifies leadership of high priority tasks or events.
• Creation of SOP documents, completing detailed project reporting and driving innovation.
• Assists with training of staff and improving their technical proficiency/soft skills. Offering mentoring and growth strategies for leadership team members.
• Line management of assigned employees.
• Communicates effectively to explain our services to technical and non-technical clients as needed.
• Educate and coach clients on XR capabilities across supported spaces in the region and any alternative options to support their requests.
• Takes on tasks in special projects or assignments as outlined by senior management and executes them within the given timeline.
• Owns the technical support lifecycle and is responsible for managing technical risks throughout pre-production planning, execution and post event.
• Leads in the Delivery content/QA assessments and management of content files for project delivery.
• Facilitates and manages innovation efforts of the XR operational team in collaboration and alignment with the service.
• Facilitates team and partner meetings effectively.
• Resolves and/or escalates issues in a timely fashion.
• Manages technical resources within budget.
• Understands how to communicate difficult/sensitive information tactfully.

Skills & Qualifications

• Exceptional professionalism and customer-service skills.
• Excellent task management, verbal & written communication skills, combined with relentless follow-up.
• Superb organizational skills and attention to detail.
• Ability to communicate difficult/sensitive information tactfully.
• Excellent interpersonal skills, including relationship building and collaboration within a diverse, cross-functional team.
• Self Starter can demonstrate learning and be open to learning.
• Ability to take direction well.
• Ability to travel Domestic/ International.
• Ability to mentor colleagues.
• Enjoy working in a team-oriented environment, highly motivated and communicative.
• Independent critical and creative thinking.
• Bold problem solving.
• Extremely attentive to detail and organized.
• Must be comfortable working in a fast-paced and demanding environment.

Education & Experience

• 7+ years of professional technical production, project management or producing experience.
• 5+ years experience managing a team of technical and creative people at varying levels.
• Experience managing teams delivering high impact projects at a global level.
• Experience with the technical challenges and problem solving needs in a production environment.
• Experience as a Service Delivery Manager or knowledge of MSP’s and contingent workforce management is preferable.
• Able to learn technical workflows and concepts to provide leadership.
• Possesses significant knowledge of technical service support system architectures.

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