Assistant Manager Digital Production

About the Company

As the worlds leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, WarnerMedia, The Walt Disney Company, Amazon, Apple, Viacom, NBCU, Google, AT&T and many others, by providing Global Content Distribution, Localization, Accessibility and Mastering while leading end-to-end innovation with unparalleled scale and agility across the Streaming, Theatrical, Broadcast and Mobile landscapes. With headquarters in Los Angeles and offices around the globe, the company employs over 3,200 of the most talented and experienced industry individuals worldwide. For more information, please visit www.bydeluxe.com

About the Role

Work closely and collaborate with the Director, organize, and develop the business / operations and assist in the overall daily administration of a diverse organization. Management of Technical Production, overseeing the Supervisors who are responsible for technical delivery of content. Provide day-to-day support and direction for the Supervisor with other departments and client services.

Responsibilities

• Provide supervision, direction, and leadership for a variety of internal operational activities (including staff and process development, business management and project management).
• Will manage department responsible for editing, standards converting, transcoding video program material for subsequent releases.
• Optimizing Technical workflows and procedures.
• Direct coordination with departmental Supervisors and Tier 3 Technicians.
• Representation of the Technical department to other Deluxe departments or facilities.
• Creation and maintenance of Standard Operating Procedure documentation for all workflows.
• Availability for Tier 1 and Tier 2 Technical feedback or questions.
• Initiate, provide the vision, and manage the successful execution of many high-level division projects.
• Interface directly with corporate functions (including Finance & Accounting, Legal and Human Resources), internal business units and departments (creative production, technical production, client services and sales, research and development, and IT) and have interaction with the external clients (mainly presentations on operational development or client related project development).
• Will work on daily administration duties (examples include leading meetings, resolving Technical issues, and resolving human resource issues).
• Will provide high-level planning support to the Director and drive various operations and staff development programs (help develop divisional goals, objectives, policies, skills tracker and training, procedures and plan, organize and direct the activities of the division).
• Will also manage complex division projects and lead teams to complete projects in a successful and timely manner.
• Will be responsible for driving operating consistency and coordination between business units, managing the integration process for mergers/acquisitions and new business startups.
• Manage billing and accruals. Ensure accruals are kept to an absolute minimum. Liaise with Finance as needed on billing issues.
• Work very closely with the Onboarding to develop and implement new work flows for automation and efficiency.
• Support department Managers and client services.
• Oversee/Supervise all big launches. Ensure all support parties are engaged.
• Work closely with Engineering / Prod-it for hardware/software needs.

Focus

• Work with Research and Development team to test and implement proprietary tools.
• Logically analyze and fix failed technical images and identify how to avoid in future work processes.
• Provide supervision, direction, and leadership for a variety of internal operational activities.
• Utilize and monitor production database, inputting data as necessary to track progress.
• Operation of computer systems with various operational tools and data management software.
• Follow data management procedures to ensure all team members can access accurate and timely information on element status, location and history.
• Maintain extensive, current and accurate understanding of all work-in-progress initiated in the Technical department.
• Must effectively analyze and communicate information to resolve issues and concerns as they arise.
• Maintain a positive team relationship through both written and verbal communication, as well as accurately fulfilling needs and resolving problems accurately, on time, with high quality.
• Creation, maintenance and distribution of standard operating procedure documentation.
• Workflow analysis and optimization.
• Creation, maintenance and distribution of training documentation and training sessions with Technical operators.
• Creation, maintenance and distribution of quality control documentation and policies.
• Testing new tools, workflow procedures or processes before integration into the Technical department.

Key Deliverables

• Possess thorough understanding and working knowledge of the main systems used daily; Microsoft Office (Outlook, Word, Excel) XML editors, and other web based programs (DL3, Deluxe ONE, NMS) used to perform job daily.
• Provide timely accurate, professional and responsive support, verbally and via email, to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring.
• Manage staff to ensure accurate hand-off/transitions to the oncoming Technical associates regarding hot issues. The information must be clear and concise with any additional details highlighted in notes in order and/or incident.
• Responsible for updating and reporting problems that rise within Tech by communicating via creating or updating incidents and email advisements. This involves problem solving through precise documentation and effective follow up.
• Ability to generate required reports from the Deluxe systems as well as read and interpret information.
• Monitor outbound, returning or redelivering Tech orders with tracking systems.
• Communicate problems and solutions. Must have ability to make sound judgment when dealing with exceptions, distressed deliveries and must have the skill to determine action to be taken that is appropriate for the situation; must be able to prioritize instantly to prevent late deliveries.
• Provide feedback and suggestions to management for improvements and system enhancements.
• Provide Technical Support calls and assist with inbound/outbound calls for client representatives when needed.

Leadership and Influence

• Describes the impact this role has on the company and organization strategy, work methods, decision making and results.
• Maintain a high level of confidentiality of Deluxe and customer/client sensitive information.
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking, work effectively under