Senior Operations Manager - Enrichment
Buenos Aires, Argentina
- Responsible for the products, processes and operational projects of the Enrichment area in the LATAM, Brazil and US Hispanic markets. The area is responsible for enriching EPGs, streaming and OTT programming in the database with textual information and images, which is then received by clients.- Establishing the overall direction and daily management of +60 people (writers, translators, designers), both in BAU tasks and continuous improvement projects, including resource planning, budgeting, implementation strategy, scheduling, coordination and task supervision.- Coordination of Process Leads in the Americas.- Managing goals/expectations, performance reviews, PIPs, growth opportunities and motivation.- Quality control, process efficiency and achievement of objectives, KPIs and SLAs.- Active participation with Product and Engineering teams in the launch of new products/tool enhancements/process improvements, as needed.- Coordination/communication with clients, stakeholders, providers and other internal departments.- Direct report to directors and VPs.Some achievements:- Creation and consolidation of the area, achieving a model operation for other markets and executives due to its effectiveness, quality, low error rate and stable metrics.- Optimization of processes, resources and costs of the area through the creation of bots (RPA) and relocation of work to other markets to focus on more critical and demanding tasks.- Onboarding of one of the most important accounts obtained by Gracenote in recent years (Comcast), serving as the representative of the Latam operation virtually and in-person at the client's offices in Philadelphia.- Special coverage contracts with NBC (Telemundo/Universo) during globally significant sports events such as the Olympic Games and the World Cup, achieving client satisfaction and personal recognition from executives.