Vice President, North American Customer Excellence
Vubiquity
Burbank, CAThis was removed by the employer on 10/23/2014 1:19:00 PM PST
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Full Time Job
Overview
Uniquely positioned between content providers and affiliates, the VP of Customer Excellence is responsible for executing and affirming service excellence that meets and/or exceeds the operational requirements and industry expectations of Vubiquity's customers and partners. Service Excellence includes but is not limited to on-time delivery, quality products and service, and establishing, maintaining and growing superior customer and partner relationships.
Duties to achieve this level of service excellence include oversight and management of all Content and Affiliate Operations personnel to ensure an impeccable service experience, and serving as an advisor and thought leader to the SVP of Operations and the entire Operations team.
Responsibilities include management of associated operational workflows, workforce planning, infrastructure scaling, budgeting, as well as working cross-departmentally with Sales and Finance to scout, forecast, evaluate, and prepare North American. Operations for any future needs, risks, or opportunities that may arise.
Additionally, this role takes the lead in assuring smooth onboarding of new content and service provider accounts and oversight of special, new, or unique proposals/requests to ensure due dates are met. Additionally, the VP will oversee metadata/video Q/A to ensure quality products are produced and delivered. This position requires account management and SLA compliance experience. The VP will lead the service team and be responsible for coordinating cross functional communication between Sales, Programming, Marketing and Operations as required to fulfill the services as contracted with each Provider.
The VP will be responsible for creating flexible solutions to unique Service and Content Provider-driven service requests, as well as, identify and encourage new opportunities for revenue sources that Operations and other departments can support through established and/or newly proposed procedures. The VP will achieve and guide Vubiquity Operations to its next generation platform and to future growth opportunities. This role will also provide measurable goals and tactics based on defined metrics and will provide complete transparency to the larger organization and client base.
Responsibilities
•Directly manage the day-to-day service and support matters and issues with the high level of response, resolution, and communication to ensure consistent customer communication and satisfaction regarding services.
•Ensure effective communication and coordination with all customers in order to keep them informed of all achievements, changes and issues that are taking place with any of the services offered Ensure that each customer is adequately trained to understand the solution and the service.
•Defines, implements and enforces processes and procedures for the efficient, scalable and satisfactory service that adhere to customers SLAs and internal OLAs.
•Monitor service operations performance against goals and milestones to balance service and customer expectations. Supports automated development and distribution of weekly and/or monthly performance indicating metrics internally and to the Service Provider as required.
•Ensure clear roles and responsibilities within the team for daily operations and hold individuals accountable.
•Refines/grows/scales the team from the organizational, capability/skill-set, roles and capacity perspective.
•Sets environment and procedures and manages according to best practices for order process/monitoring, support and escalation processes focused on continuous improvement and effective communication for running the service operations.
•Manage day to day customer relationships and assist in response to key RFIs.
•Drives continual refinement of service best practices, procedures and documentation.
•Develop and lead staff meetings, training sessions and cross functional collaboration.
•Manages launch of new services, extensions to the services or change of services for service operations, including process management.
•Ensures the team is appropriately resourced.
•Oversees Quick-Turn(C3) assurance.
•Continuously evaluates & builds skill sets of the team to insure service objectives and levels are met.
•Provide regular status updates and escalates service challenges to the SVP of NA Ops.
•Provides open lines of communication with Encoding, Content Services, Content Authorizations, Affiliate Operations, and Programming in order to ensure transparency, smooth hand-offs, collaboration, and operational efficiency.
Additional Responsibilities:
•Management of a new or existing customer for any/all Vubiquity services throughout the customer's lifecycle. Key tasks include: program & distribution management (new platforms) and up-sell support (new services), relationship management, quality assurance/quality control, media management and authorization.
•Budget management of the Service Operations budget.
•Work with System Ops to identify development requirements in order to enhance existing systems and more effectively support the customers day-to-day requirements.
•Work with business owners; product development, research & development, engineering, and software development to create and execute on the infrastructure strategy and its road map.
•Coordinates compilation of data and file deletions.
•Develops, documents, and implements day-to-day service operations tasks.
Qualifications
•Bachelor degree required.
•4-5 years of industry related experience.
•Proven 5-8 years management experience.
•Detail-oriented.
•Ability to multi-task and ability to manage a heavy workload.
•Proven account management and strong relationships skills.
•Ability to problem solve and work through solutions.
•Microsoft Office applications ( Excel, Word, Outlook).
•Cable Lab VOD metadata knowledge is a plus.
•Project Management experience a plus.
•Exceptional leader, people manager and customer advocate with a passion for operations.
Key Results and Deliverables (What does success look like):
•A charismatic and credible communicator who leads by example.
•Highly responsible, self-motivated, and able to thrive in an energetic, fast pace, high growth, entrepreneurial environment.
•Strong team player who can build strong relationships at all levels of the organization.
•Have excellent communication skills - written, verbal, presentation and interpersonal.
•An ethical and proactive leader who can maximize the resources of a start-up environment.