Client Operations Manager

Job Description

Job
Client Operations Manager

Position Title

Client Operations Manager

Position Summary

This position is ideal for individuals who have a 'can-do' attitude and the desire to make things happen. It requires a highly motivated, dynamic and collaborative individual with an analytical mindset, and an eagerness to learn and flexible approach. If you are passionate about providing an exceptional customer experience and enjoy planning, analyzing data, and always finding solutions to interesting challenges, then this is the perfect role for you. This position will be remote (select states/provinces in the US or Canada) or in Burbank, CA.
Outcomes and Accomplishments

As a Client Operations Manager, you will:
• Have previously managed large-scale projects end to end.
• Have previously managed a key account or several small to midsize accounts.
• Have designed and successfully executed assignment strategies for complex projects.
• Own a key account or several small to midsize accounts where you will provide critical support to plan, organize and/or execute a variety of localization projects and deliver exceptional customer experience.
• Act as a bridge between Client Services and Subtitling Operations to interpret client expectations and ensure all teams are clear on the desired outcomes.
• Oversee end-to-end project management on a macro level, leading high-profile and large-scale projects through the production cycle and ensuring milestones are being met, appropriate resources are being utilized, and instructions are clearly communicated.
• Collaborate with global production teams on implementation of assignment strategies and workflows for complex projects.
• Analyze requested project timelines and determine if they allow for successful delivery based on existing workflows.
• Participate in client-facing calls, kickoffs, and capacity plans to represent subtitling operations and clarify requirements if needed.
• Plan monthly volumes, deadlines and capacities per client to efficiently load balance schedules and due dates. Identify risks and flag bottlenecks to relevant teams.
• Liaise with Client Services to understand client concerns and pain points.
• Collaborate with Quality Programs to collect and synthesize objective key performance metrics. Evaluate the data to identify areas of customer success or failure. Use the data and insights to improve and deliver exceptional customer experience.
• Participate in improving and designing workflows with key stakeholders to improve quality and efficiency.
• Promote industry standards and best practices for localization.
• Act as a primary point of escalation for production issues and projects at risk.

What You Bring
• Excellent project management experience, preferably in localization for media & entertainment
• Excellent people skills and great leadership qualities
• Impeccable verbal and written communication skills
• Ability to act as a anchor between multiple globally distributed teams
• A client-focused outlook with the ability to view and objectively critique project performance
• Past customer service or client-facing experience is an asset
• Attention to detail and great organizational skills
• Experience in having a bird's-eye view of an account

Benefits
• You will be part of a large international and culturally diverse team
• You will have the opportunity to make an impact for the organization, the customers and consumers
• You will have opportunities to further grow your leadership skills
• You will have opportunities to attend industry events
• You will have the opportunity to expand your professional network

Our Promise to You

Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, based on race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Deluxe will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable local, state, and federal law.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Deluxe. Please inform the company's HR representative if you need assistance completing any forms or to otherwise participate in the application process.

Jobcode: Reference SBJ-d5w6q3-18-227-190-93-42 in your application.