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Description
This role is scoped to manage a team that support conversions, quality, publisher support across global markets. Additionally, the manager will partner with stakeholders across US, EU and Japan regions to drive publishing and customer experience. Key responsibilities of the manager will include owning operations goals around SLA, quality and productivity, stakeholder management, staff management (hiring, training, performance and talent management), driving significant process improvement initiatives in the team and management reporting.
Key job responsibilities
Is the front line manager for a team of L2’s and L3’s, which supports Conversion/Quality/Publisher outreach of titles across IN, WW languages and Publishing of newspaper/magazine titles across WW marketplace and support on the KU expansion business.
Owns program specific goals around SLA, quality and productivity.
Manage stakeholder communication & requirements. Ensure that business processes are well documented and continuously updated.
Work with Production Managers, Quality Managers, TAMs, Program, Product and Tech teams to build and improve the tools and technology to support the process.
Define, measure and present operating metrics to Senior Management.
Executes specific people programs on coaching and development and team engagement.
Responsible for identifying customer impacting issues, finding and implementing solutions.
Responsible for escalating issues on a need basis such as spike in volumes vs. forecast, people issues etc.
Responsible for controlling attrition %.
Ensures high quality standards for interviewing and hiring employees at all levels of the organization.
A day in the life
Responsible for building a high performance team that will achieve and exceed the charter and goals for the program.
Achieve program level goals irrespective of external dependencies.
Ensure effective utilization of resources to drive high team efficiency.
Provide inputs for operational planning.
Drive process improvements and meet OP targets.
Provide inputs for OPEX reviews.
Basic Qualifications
2+ years of program or project management experience.
2+ years of team management experience.
Experience in driving and leading process improvements.
Ability to read trends and propose changes. Knowledge of Microsoft Office products and applications.
Preferred Qualifications
Graduate of any degree.
Knowledge of databases (querying and analyzing) such as SQL, MYSQL, and ETL Manager and working with large data sets.
Knowledge of Lean, Kaizen, Six Sigma concepts.
Experience in managing critical operational processes, with SLA responsibility.