Onboarding Manager
SDI Media
Los Angeles, CAThis was removed by the employer on 4/17/2017 8:54:00 AM PST
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Full Time Job
The Onboarding Manager is responsible for facilitating communication across multiple functions in the organization. This includes but is not limited to providing management expertise to the team, and bridging the needs of Sales, Client Services, Operations, and Onboarding in order to guide the team on how to fulfill new and existing service requests and more. .
Principle Duties & Responsibilities
•Plan organize and manage the onboarding team tasks in order to meet company objectives.
•Liaise with the Global Media Engineering Director as needed when development and improvement of product lines and services are necessitated.
•Manage the engineering support staff.
•Manage key onboarding processes, track performance, analytics, and progress in order to update internal customers of the status of requested onboarding projects
•Define and implement onboarding policies, procedures and programs.
•Review and monitor quality of new implementations to determine if additional process improvements should be suggested or implemented. Review customer needs and requirements with a focus upon how onboarding processes can be made more efficient and assist sales and operations in developing/retaining customer relationships.
•Direct appropriate support for sales and operations within the organization.
•Liaise with Global Media Engineering Director and Media Services Management to coordinate maintenance/downtime schedules as well as Tier 2-3 trouble-shooting.
•Manage resources and priorities related to onboarding new media platforms.
•Manage tight deadlines ensuring client expectations are met.
•Spearhead production rollout for new workflows e.g. leading communication, distribution of documentation, and training sessions.
•Coordinate HUB tier 1-2 support.
•Help set up and maintain the operations areas of SDIs intranet site to assist in the sharing of information.
•Identify gaps and help improve procedures, including documentation and implementation.
•Provide process training and support to Client Service Teams.
•Ensure issues are escalated and shared by providing daily/weekly status reports of known issues to Director of Media Operations.
•Maintain a high degree of customer satisfaction.
•Submit / provide weekly status updates and reports to the Director of Media Operations as well as other internal stakeholders.
Must be able to demonstrate:
-Advanced written and verbal communication skills to communicate effectively with various stakeholders and a team.
-Advanced organizational and prioritization skills to handle a large work load. Knowledge of A/V processing tools, metadata handling and creation tools, and the post-production environment.
-Advanced computer skills and ability to effectively use both Macintosh and Windows OS including MS Word, Project, Excel, Visio, and File Maker Pro.
-Ability to pivot and adapt frequently to shifting business priorities and to model that behavior for the team
-Ability to act as a leader modeling initiative, a collaborative approach, and to facilitate consensus amongst the team.
-Ability to work additional hours as necessitated by the work load.
-Ability to be on call to provide after hours or weekend support for operations when needed.
-Ability to work onsite to fulfill daily operational support needs.
Qualifications and Experience:
-Minimum of 5 years work experience in the media/entertainment industry..
-2 years' management experience within the digital media field.
-Basic understanding of IP addressing, permissions, networking concepts and terminology, is a bonus to aid communication
-Two years' project or account management is preferred.
-Knowledge of the basic technical specifications of media i.e. codecs, wrappers, frame rates, aspect ratios, is a large benefit.