Senior Director, Channel Operations Multichnl

Senior Director, Channel Operations - Multichannel

Location: Atlanta, GA

Position Type: Full-time, Exempt

Role Responsibilities

Reporting to the SVP Operations and Client Services for North America, the Senior Director, Multi-channel operations is accountable for leading and developing for leading a dynamic Multi-channel Operational area in the delivery of high quality, best in class services to the client. As a Senior Director, the role contributes to the overall operational strategy across North America, working with peers across both Media Operations and Media Workflows to develop innovative ways to deliver services.

The role is primarily operational but carries a strong technical emphasis assisting Client Services team in the day-to day management of all clients.

The role has several Direct reports at the Manager/Supervisor level. The Director will work with peers in the North America management team.

• Lead a best in class, operationally efficient service for the clients across the Multi-channel area. As part of this role a strong interest in Continual Service Improvement is required.
• Provide strong technical and operational leadership in a fast paced, multi-channel environment.
• Develop, document and share best practices across operational teams.
• Ensures that established workflows and procedures are being followed and that all changes to procedure are documented.
• The Senior Director will work with the multi-channel operational management in ensuring that the operational teams managed are adequately staffed and that all personnel are trained.
• In partnership with the People Team, the Senior Director is responsible for the hiring of new operational staff, all employee relations issues within the area, and carrying out effective coaching and mentoring to staff.
• Ensure that employees are monitored for attendance, performance issues, and performance management.
• Oversee the Planning and scheduling of all activities within the area for which the individual is responsible.
• As key part of the implementation project team for onboarding clients, the Senior Director works in conjunction with Client Services, Media Workflows, Media Operations, Engineering and Training to develop and execute coherent operational workflows and procedures.
• Actively participates in any design requirements to optimize POD operator configuration and workstations.
• Inform upper management of any issues in areas of responsibility.

The role holder must:

• Be calm in high pressure situations and maintain a high level of confidentiality.
• Ability to uphold and administer Encompass policies.
• Scheduling, budgeting, written reports, maintain working relationships with management, supervise effectively, plan and forecast.
• proactive with client to not only ensure service needs are met but changes in needs are anticipated.
• Provide feedback on customer satisfaction, project status and regular data as directed from management.
• Execute any follow up actions relating to On-Air Impacting Incidents.
• Have a willingness to work evenings, nights, holidays, weekends when business need requires.
• Schedule employees for coverage and cost efficiency, introduce measures to cut overtime costs and enforce policies regarding staff coverage to avoid operator shortages.
• Have excellent organizational, time management and supervisory skills.

Required Experience, Skills, Education and/or Certifications

• Minimum 10 years in a broadcast environment management position.
• Bachelor's degree or technical school and equivalent experience.
• Technical proficiency and operational knowledge of all systems and hardware within a centralized master control environment.
• Comprehensive familiarity with video and broadcast concepts
• Live event broadcast experience.
• Ability to clearly communicate with staff regarding company information, client requirements, and individual performance of each employee.
• Ability to read and interpret documents such as standard contracts, operating and maintenance instructions, procedural manuals, etc.
• Ability to use Microsoft Office 365 suite of applications.
• Excellent verbal and written communication skills.
• Excellent customer skills; responsive, credible, consultative, knowledgeable.
• Strong problem solver, organizational design and prioritization skills
• Situational awareness - being able to recognize patterns, potential misunderstandings, and other non-obvious issues so they can be addressed proactively.

Encompass Digital Media is an Affirmative Action and Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. M/F/Disability/Veteran

enior Director, Channel Operations - Multichannel