Operations Manager

Palo Alto, CA
Operations
Full time
As part of the Thuuz Operations team, the Operations Manager is the primary leader for ensuring every event is on track for successful delivery, including any optimizations to the processes, and that all staff fully understands and fulfills their responsibilities. This involves designing and documenting the workflow to streamline resource roles and responsibilities, as well as training highlights analysts so they are fully capable of ensuring top quality highlights and provide constructive feedback that can be used to continually improve our algorithms.

The role includes all scheduling of required resources for production events, proofs of concept to engage new customers, and internal test events, including selecting the content for the test events. The Operations Manager will also oversee live events and have full awareness of procedures and appropriate contacts who can respond to any situations that need further attention to ensure a successful outcome.

Responsibilities

    • Plan and ensure full coverage by skilled resources to manage and proactively address any issues for all events that require processing
    • Primary point of contact with customers during live events when there is an issue that requires or impacts them or when they contact Thuuz during events
    • Primary point of contact with all team members for any required dialogue or incident leadership during and around live events and VOD processing
    • Create operational run books for events and services detailing processes and paths to resolution, along with appropriate contacts; automate where possible
    • Actively monitor all dashboards and activities associated with ongoing events and providing direction and proactive recommendations on any situations that ariseInteract with the broader Thuuz team in proactively proposing and characterizing procedures and improvements, recommending solutions and ensuring operational requirements are properly represented in Product Roadmap priorities
    • Arrange and lead full training and practice assignments for Highlights Analysts, as well as making assignments based on skill level and availability
    • Understand customer-specific requirements to ensure that any unique situations are identified ahead of time and properly managed for successful delivery
    • Work closely with the Customer Success team to continue to improve our highlights and event monitoring tools
    • Manage schedules and work with Engineering and Operations to ensure coverage of events to enable specific sports and leagues and the customers requiring them
    • Directly monitor key events on behalf of customers as required
    • Support the Operations and Business Development teams in customer on-boardingIdentify optimal test events to confirm that we can reliably handle any vulnerable situations and to support new opportunities and demonstrations

Skills and Qualifications - Required

    • 1 - 3+ years experience directly supporting operational processes
    • Deep knowledge of a wide variety of major sports, with strong ability to articulate how to prioritize the best action to comprise highlights for training and review
    • Organization to plan and structure anything to do with production workflows
    • Availability for coverage during non-traditional hours to oversee all resources and processes across any live events
    • Ability to help Engineering teams communicate with customer-facing teams and vice versa
    • Communication skills to ensure resources are lined up for upcoming events and willingness to do whatever it takes to fill in when other resources are not available
    • Advanced problem resolution skills and ability to form relationships and prioritize requirements with counterparts in multidisciplinary teams
    • Ability to anticipate potential issues and propose action plans and procedures to avoid them, or quickly and effectively resolve them
    • Comfort with working under pressure in a fast-paced environmentAbility to balance customer needs alongside those of Thuuz

Skills and Qualifications - Desirable

    • Bachelor’s degree
    • Deep understanding of live streaming, broadcast operations
    • Operations experience for large scale live events
    • Knowledge of video codecs, video playback and common streaming protocols
    • Proven record delivering large audience events for news, sports and entertainment
    • Background in developing and supporting new methods for live video delivery