Director, Client Operations

2 weeks ago

Maine, United States Pixelogic Media Partners, LLC Full time
Pixelogic Media Partners, LLC provides technology solutions to the entertainment industry.

We are responsible for helping Hollywood Studios and content owners to get their content to global audiences by providing all language services including scripting, subtitling, access services, and dubbing.

Our products and services span the digital spectrum, from enhanced extras packages promoting digital purchase to physical disc authoring.
Our clients include major Hollywood studios and dozens of independent studios. To date, we have delivered thousands of titles to iTunes, Google, Netflix, Amazon, and others.

We have created a significant percentage of iTunes Extras titles available on the App Store, developed the specification of and delivered the first Cross-Platform Extras titles, and authored more than eight-thousand DVDs, two-thousand Blu-rays, as well as award-winning tablet and mobile apps.

Experience start-up momentum with us and be part of building innovative solutions to service our clients in the entertainment industry with their media distribution needs.

Join us if you are passionate about entertainment, innovation, and customer service excellence

Responsibilities:
Lead and manage the company's client operations teams in Egypt and South Africa
Support Client Account Lead (Sr. Director or VP, Client Ops), managing parts of the account as needed
Own the entire client experience, from professionalized onboarding to high-performance day-to-day servicing (ultimately ensuring the company is delivering best-in-class quality, security, on-time delivery, and overall customer satisfaction)
Think strategically while engaging, improving, and developing accounts (actively participate in sales activities with executives and business development team, develop and communicate business intelligence related to accounts, conceptualize, and introduce value-adding solutions tailored to customer needs, etc.)
Own the financial data accuracy and billing process for your accounts, working with all relevant teams to ensure data accuracy and timely billing
Support Pixelogic's vision and represent the best interests of both the customer as well as the company
Work with Account lead to establish and evolve a strategic roadmap for your accounts while continuously measuring account performance, introducing improvement solutions, enhancing the customer experience, and leading account growth
Ensure optimum engagement at all customer levels (production, management, executive) as well as across all service lines and related departments

Leadership & Management:
Lead, manage, and mentor team members to become high-performing production managers and coordinators (including building, recruiting, and training the team)
Work closely with all operational departments to ensure quality, security, and on-time delivery
Engage technology and admin groups as necessary to support account servicing and solutions
Utilize dashboards, reports, and metrics to monitor production milestones and status
Successfully manage employees who work remotely from home (WFH) or other company locations
Help build and evolve the company and team culture

Planning:
Successfully plan and execute complex high-security, and global production schedules for features, series, and related promotional materials
Work with management to proactively staff and manage resources based on forecasted revenue and company needs
Establish and manage effective meeting schedules for clients and internal teams
Lead capacity planning process for your customers, ensuring accuracy in rolling demand versus capacity forecasts

Continuous Improvement:
Lead creation and/or management of documentation and training of client workflows, pricing, profiles, style guides, and other requirements
Lead and manage Corrective Action Report (CAR) process for client rejections and other issues to ensure proper processes/procedures are always in place to prevent issues from happening and especially recurring
Create and assign Operational Initiatives (OI's) in collaboration with technology, operational, and admin teams to continuously improve workflows related to your accounts

Finance:
Participate in the annual budgeting process for your accounts
Lead revenue forecasting process for your accounts, ensuring that all revenue data is accurate on a rolling basis
Establish and/or maintain service rates (pricing) and contractual requirements for your accounts, working with management to regularly evaluate and adjust as needed
Ensure all service quotes are professionally and accurately created, presented and negotiated with clients
Ensure pricing and service rates, including re-work and change orders, are accurately applied to all services related to your accounts
Actively participate in RFP responses and contract negotiation
Ensure that all services are billed accurately and timely, working in collaboration with the accounting team
Bachelor's degree required
10+ years of experience in high-performance leadership & management
Strong knowledge of localization and media services for features and series
Commercial understanding of rate cards, pricing models, service quoting, etc.
Significant skills and experience in building, managing, and motivating large teams
Willing to travel to other global offices for management and client meetings
Demonstrated excellence with highly detailed production planning and execution
Managerial level skills with computers, Microsoft Office, and using different software
Excellent verbal and written communication skills
Proactive mindset that is solutions and service-oriented
Ability to multi-task while also maintaining focus and attention to detail
Professional and levelheaded demeanor under all circumstances
Ability to perform under pressure and meet deadlines with changing and complex priorities
Must be flexible with availability via phone, email and text (AM, PM, weekends)

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