Technical Support Operations Lead

Support Operations

• Own operational cadence across internal and client facing technical operations meetings, including agenda preparation, documentation, facilitation, and structured follow through.
• Maintain end to end visibility of operational execution, including action items, priorities, risks, blockers, and dependencies, ensuring commitments are clearly assigned and delivered on time.
• Maintain visibility and monitor progression of active operational workstreams, including change requests (CRFs), investigations, and complex troubleshooting activities, ensuring timely updates, consistent follow-through, and closure of all issues.
• Drive accountability across technical teams and stakeholders to ensure follow-through, resolve blockers, and maintain operational discipline across support activities.

Reporting & Data Governance

• Own operational reporting, dashboards, and client-facing reporting, ensuring accuracy, consistency, and timely delivery through coordination of key contributors and data owners.
• Monitor end-to-end operational health, including SLA performance, support workflows, ticket queues, escalations, and overall service readiness, ensuring issues are identified and addressed proactively.
• Manage communication and coordination across complex operational activity, including escalations, investigations, and client issues, ensuring clear ownership, tracking, and resolution.
• Continuously improve operational reporting and feedback systems, including automation, visibility, standardized communication methods, and structured feedback loops across clients and internal teams (e.g., release communications, product updates, and support insights).
• Persistently partner with technical and system owners to ensure bugs, issues, and product feedback are properly logged, triaged, tracked, and communicated back to stakeholders in a timely and structured way.

Operational Excellence & Continuous Improvement

• Lead and execute cross-functional initiatives to improve support operations, including processes, workflows, tooling, reporting, and service delivery, ensuring measurable and sustained operational improvements.
• Own operational scalability and efficiency by identifying and driving automation, standardization, and reduction of manual work across core functions such as onboarding/offboarding, knowledge management, ticketing, and documentation.
• Develop and deliver structured improvement plans and projects, coordinating stakeholders, managing timelines, and ensuring initiatives are completed and embedded into day-to-day operations.
• Continuously challenge existing processes and embed best practices across the support organization to improve consistency, performance, and operational maturity.

Client-Facing Operational Improvement

• Partner with client stakeholders and technical leads to identify, design, and implement operational improvements that enhance service quality and efficiency.
• Lead service transitions, platform changes, and support model evolution initiatives, ensuring operational readiness and successful adoption across teams.
• Own project execution for cross-functional initiatives, including planning, timelines, communications, stakeholder alignment, and delivery tracking.
• Drive measurable improvements in operational performance, focusing on reducing overhead, improving scalability, and enhancing client outcomes.

Qualifications

• 5+ years of experience leading technical projects, technical operations or support operations within the broadcast, entertainment or technology industries.
• Bachelor’s degree in technical, project management, operation or related field.
• Proven experience leading cross-functional initiatives, driving accountability, and delivering operational improvements.
• Strong project management, stakeholder management, and organizational skills with the ability to manage competing priorities.
• Experience with client relationship management, technical support operations, SLA management, reporting, governance, and ticketing systems.
• Comfortable challenging assumptions, pushing back when necessary, and escalating issues appropriately.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement sustainable solutions.
• Familiarity with broadcast and media workflows, including content distribution, video ingest, encoding/transcoding and delivery architectures is strongly preferred.
• Fluent in English (reading, writing, and speaking).

What's In It For You

• Exciting challenge at an entrepreneurial and global company.
• Employee benefits including 12 paid holidays per year, 401k Retirement Plan (employer match contributions vested immediately), medical, dental, vision & life insurance, pet insurance, flexible vacation, volunteer day and floating holidays, up to 14 days of paid sick leave, and up to 16 weeks paid parental leave.
• Compensation range: $80,000 - $100,000 annual salary.
• Employment type: Full-time.
• Remote status: Fully Remote.