Director, Client Operations - ME

Pixelogic Media Partners, LLC provides technology solutions to the entertainment industry. We are responsible for helping Hollywood Studios and content owners to get their content to global audiences by providing all language services including scripting, subtitling, access services, and dubbing. Our products and services span the digital spectrum, from enhanced extras packages promoting digital purchase to physical disc authoring.

Our clients include major Hollywood studios and dozens of independent studios. To date, we have delivered thousands of titles to iTunes, Google, Netflix, Amazon, and others. We have created a significant percentage of iTunes Extras titles available on the App Store, developed the specification of and delivered the first Cross-Platform Extras titles, and authored more than eight-thousand DVDs, two-thousand Blu-rays, as well as award-winning tablet and mobile apps.

Experience start-up momentum with us and be part of building innovative solutions to service our clients in the entertainment industry with their media distribution needs. Join us if you are passionate about entertainment, innovation, and customer service excellence!

Responsibilities                         

• Manage the Client Operations team in Cairo, coaching, training, recruiting, and building a top-performing team focused on delivering exceptional customer service.
• Own the entire client experience, from onboarding to ongoing servicing, ensuring high-quality, secure, on-time delivery, and customer satisfaction.
• Oversee financial data accuracy and billing processes for client accounts, collaborating with relevant teams to ensure accuracy and timely billing.
• Collaborate with account leads to develop and implement strategic roadmaps for clients, measuring performance, introducing improvements, enhancing customer experiences, and driving growth.
• Manage meeting schedules, establishing production meetings, VIP meetings, kickoffs, metrics, CARs, client check-ins, and other meetings as needed.
• Work with global facilities and teams to plan and execute complex worldwide projects successfully.
• Ensure optimal engagement at all customer levels (production, management, executive) and across all service lines and related departments.
• Collaborate closely with operational departments to ensure quality, security, and on-time delivery while maintaining a solid understanding of specific client specifications, needs, and SLAs.
• Utilize dashboards, reports, and metrics to monitor production milestones and statuses.
• Work with management to staff and manage resources based on forecasted revenue and company needs while leading capacity planning processes for clients.
• Create and assign operational initiatives (OI’s) in collaboration with technology, operational, and admin teams to continuously improve workflows related to client accounts.
• Collaborate with CFT leads across the company to ensure workflows and resources are in place to properly service each client account.
• Ensure pricing and service rates are accurately applied to all services related to client accounts while ensuring accurate billing in collaboration with the accounting team.
• Demonstrate punctuality, dependability, flexibility, a team attitude, and a willingness to adapt to last-minute changes while abiding by security policies and protecting information and assets entrusted to them.  
• Oversee client operations at a facility level; responsible for quality, on-time deliveries, and excellent customer service.
• Manage the execution of projects across all services, and all clients.
• Oversee the on-time delivery of the highest quality assets for projects across all clients.
• Manage client operations’ meeting schedule, establishing production meetings, VIP meetings, kickoffs, metrics, CARs, client check-ins, and other meetings as needed.
• Establish world-class customer service initiatives, ensuring the highest level of quality and communication with clients and internal teams; initiating tools like the Executive summary, VIP project, and flight plans as needed for client projects.
• Establish a solid understanding of specific client specifications, needs, and SLAs.
• Collaborate with CFT leads across the company to ensure workflows and resources are in place to properly service each customer account.
• Work with global facilities and teams to create plans for complex worldwide projects and manage the successful execution of them.
• Provide strategic solutions to any issues that may arise with clients.
• Collaborate with operational teams to build processes, make sure the workflow operates smoothly and efficiently, and enhance the client experience.
• Identify areas of opportunity to enhance clients’ experience and work closely with other department leaders to drive initiatives and execute those opportunities.
• Abide by security policies and protect information and assets entrusted to you.
• Work with project managers to create a deadline-oriented team of client services.
• Work closely with the management team to establish daily “Past Due” and “At Risk” reports and additional facility metrics when needed and escalate anything at-risk daily.
• Ensure that client operations’ projects are completed and reported to accounting teams accurately and on time to ensure on-time monthly billing.
• Document client workflows and profiles.
• Develop and roll out process improvements.
• Lead Corrective Action Report process upon client rejections and issues to ensure we have proper processes/procedures in place to prevent an issue from happening more than once.
• Work with internal staff and management to track and plan weekly capacity.
• Must be punctual, dependable, and flexible and possess a team attitude and willingness to adapt to last-minute changes.
• Engage and help lead data collection, prep, and presentation of client QBRs.
• Coach the Client Operations team on understanding clients whether they’re in direct contact with them or work with them indirectly.
• Other duties as assigned.

Requirements

•   A bachelor’s degree required master’s degree is a plus.
•   Strong knowledge of supply chain workflows, localization, and/or media services.
• 10+ years of experience in management with at least 5 years in the customer service field.
• Passionate about customer experience and customer service excellence.
• Significant skills and experience in building, managing, and motivating large teams.
• Understanding workflows and technology directly related to localization and media services.
• A deep sense of urgency and ability to work in a fast-paced environment and quick adaption to changes while maintaining focus and attention to detail.
• Demonstrated experience with building rapport and long-term relationships with clients/customers.
• Excellent communication and conflict management skills, with a very good command of Microsoft Office apps, and familiarity with different software.
• Excellent in English, spelling/vocabulary, and grammar.
• Must be flexible with availability via phone, email, and text (AM, PM, weekends).