Director, Client Operations

Primary Responsibilities

• Lead and manage client operations team consisting of production managers and coordinators that support localization and media services for one or more client accounts
• 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)
• Work with Account lead to establish and evolve strategic roadmap for your accounts while continuously measuring account performance, introducing improvement solutions, enhancing the customer experience, and leading account growth
• 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
• Ensure optimum engagement at all customer levels (production, management, executive) as well as across all service lines and related departments
• Support Pixelogic’s vision and represent the best interests of both the customer as well as the company
• Other duties as assigned

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 that 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 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

Requirements

• Bachelor’s degree required
• 3+ years of experience in high performance leadership, management and client servicing roles
• 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 teams
• 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)

Pixelogic Media