Technical & Business Operations Specialist

Location: Burbank, CA, W. Alameda Ave (AM)

Required Travel : No

Open for Relocation: No

Work Hybrid Model: 3 days onsite / 2 days remote

Who are we?

Vubiquity is a leading media supply-chain and content-technology provider, now owned by Amdocs, that helps studios, content owners, and distributors deliver video across platforms worldwide. The company operates in the media supply chain, content licensing, and OTT service enablement space.

Amdocs, Vubiquity’s parent company, provides a portfolio of market-leading software products and services, that empower its customers to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our 30,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.8 billion in fiscal 2023.

In one sentence

The Technical & Business Operations Specialist (TBOS) will support Vubiquity’s OTT Preferred Partner services as well as liaising with the major Content Providers licensing content to them. The TBOS will have the responsibility of overseeing the operational requirements for successful delivery of all services, including meeting stringent SLA requirements. The TBOS will interact with multiple cross-functional departments including: Sales, Client Services, Operations, Mastering, Localization and Finance. Additionally, the TBOS will be responsible for creating flexible workflow solutions to support unique customer driven service requests, as well as, identify and encourage new opportunities for revenue sources tied to the customer service.

What will your job look like?

Roles & Responsibilities

• Coordinate, monitor and report all aspects of work being done in support of customer initiatives. This includes management and execution of all elements contained within current Service Level Agreements.
• Serve as necessary as the Single Point of contact for the customer, managing internal and external operational communication and timelines.
• Responsible for facilitating internal or external status calls as needed.
• Manage the lifecycle of customer tickets and monitor within Vubiquity systems.
• Partners with Vubiquity internal resources to ensure timelines are met to deliver services in a timely and consistent manner.
• Develop and maintain content status reporting which tracks required assets, including media, artwork and metadata through the package lifecycle.
• Ensure as necessary that schedules, metadata, artwork and other ancillary content are correctly packaged and quality control procedures are followed.
• Generate, maintain, and distribute weekly and monthly performance metrics for the customer and internal Vubiquity stake holders.
• Analyze and present metrics to the customer with an emphasis on identifying variances within the Service Level Agreement, with actions to proactively mitigate future occurrences.
• Partner and collaborate with Sales, Product, Development and Finance to ensure all efforts and communications are aligned to support customer initiatives and optimal client experience.
• Create strong and lasting relationships with all management levels and departments within the customer team(s) in order to identify new possibilities for growth and opportunity.
• Generate billing summaries to support invoicing. Collaborate with stakeholders to close out monthly billing and help resolve invoicing queries.
• Create and manage project plans, as needed, for project-based work
  
  

Additional Responsibilities

• Work with new Content Providers by overseeing the entire launch process from start to finish
• Work with System Ops to identify development requirements to enhance existing systems and more effectively support the customer’s day-to-day requirements.
• Other duties and responsibilities as assigned
  
  

All you need is...

• Bachelor’s degree or equivalent work experience
• Minimum 8-years of industry related experience
• Experience within the technical backbone eco-system related to Digital Media Servicing
• Proven account management with strong interpersonal skills to effectively build customer rapport and professional relationships
• Professional written/verbal communication skills, both internally and externally with customers. Ability to articulate thoughts and concepts effectively.
• Ability to work with large datasets in support of Metrics tracking, Media Asset Tracking
• Quick learner and detail oriented; critical thinking, analytical and problem-solving skills
• Proficient with Microsoft Office applications (Excel, Word, Outlook, PowerPoint)
• Advanced knowledge of OTT and VOD technical specifications (Cablelabs, MovieLabs Media Manifest Core, Transcoding Formats, Media Type Formats, and Media Asset Management workflows
• Knowledge of industry standard ticketing system a plus (JIRA, ZenDesk)
• Flexibility to work extended hours and/or weekends as needed
• The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
  
  

Why You Will Love This Job

• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development
  
  

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce