Digital Operations Coordinator

About the role

Midwest Tape | Hoopla has served libraries and their patrons for over 30 years, providing unparalleled access to media content. Its digital offering, hoopla Digital, combines Midwest Tape’s media and library expertise with the latest web and mobile technology to deliver an all‑in‑one experience. As hoopla grows globally, the team is expanding. The Digital Operations Coordinator will manage vendor relationships, ensure the accuracy and quality of media products, and collaborate with various departments to optimize media operations, requiring a blend of technical expertise and interpersonal skills to handle tasks from troubleshooting to data correction.

Responsibilities

• Communicate with vendors and publishers to request missing or replacement assets.
• Address and resolve operations‑related questions and issues.
• Onboard and maintain vendor ingestion services.
• Monitor service logs and coordinate production support for exceptions.
• Identify and resolve issues with incomplete or errored products.
• Ensure timely and accurate integration of media products.
• Correct and update product data to maintain accuracy and satisfy requirements.
• Work closely with internal stakeholders to prioritize tasks and ensure timely product integration into the system.
• Collaborate with the acquisitions team to ensure vendor accounts are functioning correctly.
• Address any operational issues with vendor accounts.
• Perform quality checks on incoming media products to ensure they meet company standards.
• Run and analyze reports to identify areas needing attention.
• Implement corrective actions based on report findings.
• Address and resolve issues identified through patron‑reported errors.
• Ensure a high level of customer satisfaction, both internal and external.
• Utilize JIRA for tracking issues, managing tasks, and collaborating with team members.

Requirements

Preferred education: Bachelor’s degree in Electronic Media, a related field, or equivalent experience. Preferred experience: 1‑2 years in digital operations or a related field; experience with ONIX 3.0 standards and best practices is preferred. Understanding of HTML and experience writing database queries are assets. Physical requirements: ability to sit for extended periods, perform repetitive‑motion tasks, be physically present for meetings, presentations, and training, and work on site in a collaborative team environment; reasonable accommodations may be made for individuals with disabilities.

Skills

• Proficiency in using FTP and other asset distribution systems.
• Proficiency in Microsoft Excel.
• Intermediate computer skills, including the ability to leverage AI tools (Claude, CoPilot, etc.) to improve workflows, documentation, and analyze information.
• Experience with high‑volume data and media management/correction.
• Ability to run and analyze operational reports.
• Strong troubleshooting skills for resolving technical issues.
• Experience with JIRA (or a similar tool) for task and issue management.
• Excellent communication skills for vendor and internal correspondence.
• Strong organizational and time‑management skills.
• Ability to work collaboratively with different departments.
• Attention to detail and a proactive approach to problem‑solving.
• Customer service orientation and ability to handle complaints effectively.

Benefits

• Medical, dental, & vision insurance
• 401k + match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Company performance bonus
• Holiday bonus
• Paid time to volunteer
• Training & career development opportunities

Schedule

After 60 days, the role transitions from onsite daily to hybrid; must be able to work onsite in Holland, OH.