Operations Manager (Content Protection)

About the Role

The Operations Manager is responsible for ensuring delivery of services that protect our client’s intellectual property and copyrighted materials from unauthorized use and distribution. The purpose of this role is to ensure that the highest level of service is provided to clients through the delivery of Content Protection services. In the role there is also a requirement to maintain strong communication and collaboration with all internal teams. You will also be responsible for overseeing the development of our Content Protection Analyst teams across India and Indonesia as well as tracking and reporting on Content Protection efforts and results.

Key Responsibilities in this Role

• Oversee the Content Protection Delivery teams who are responsible for service Delivery through manual discovery and/or verification.

• Drive performance and engagement to develop a high-performing team.

• Management of Team Leads and analyst pool to cover volumes ensure prompt service delivery in line with SLAs.

• Develop a team of high performing individuals.

• Encourage Subject matter experts in each vertical to ensure more accurate delivery for clients.

• Ensure provision for both Client Support and internal Enforcement Support.

• Recruitment to ensure sufficient coverage across Content Protection services.

• Reporting for quality performance and personal KPIs, ensuring quarterly and annual objectives are met across the team.

• Collaboration across Content Protection to ensure continuous improvement of service:

• Work with the Quality team to collate data to support performance related discussions with Team Leads and Analysts.

• Work with the Strategy team to identify areas of service that require greater focus in delivery.

• Product and Engineering teams to provide technology improvement ideas and test feature releases.

Essential

• 3+ years’ experience working in the IP industry.

• 2+ years’ experience in a medium sized Operations management role.

• Project management experience in an operational capacity.

• Has the ability to handle ambiguity in the absence of defined systems and processes.

• A proactive thinker who challenges assumptions and produces qualitative results.

• Able to deal with large data sets and make data-driven decisions.

• Excellent personnel, motivational and team-building skills.

• An analytical approach to problem-solving and decision making.

• Demonstrates a proactive response when working with all internal customers

• Candidate is expected to be available to work remotely and commute to office