Manager 1 Video Ops

Profile

**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the worlds best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..

Job Summary

Leading with a passion for Voice Products and Entertainment, the Manager of Voice Operations supervises a team of editors responsible for the quality of the Voice experience on video products, with a primary focus on ensuring customers magically discover programs, Apps, celebrities, sports, networks, music and other entities. Collaborating closely with Product and Engineering squads, the manager and team serve as the voice of the customer, utilizing annotations, patterns and synonyms to train, validate and enhance the machine-learning models that fuel an Emmy Award-winning, AI-driven Voice experience via Xfinity’s X1 remote.

Job Description

Core Responsibilities


Lead and develop a team of data editors tasked with enabling and enhancing the Voice experience via annotations, patterns and synonyms

Manage assignments, ticket requests and schedules for data editors

Collaborate closely with Product, Engineering and Data Quality teams to deliver the optimal Voice experience across multiple products and territories

Develop workflows and tools to manage annotations, patterns and synonyms

Develop test sets of annotations to measure accuracy and drive innovation

Review daily metrics, dashboards, reports, utterances and audio to ensure a quality Voice experience for external and internal customers

Triage and resolve customer-impacting issues

Establish effective, data-driven relationships and communication with external technology vendors, platform partners and internal stakeholders

Ensure that the team creates and maintains documentation that the Video Operations team can use as best practices guide.

Share metrics, accomplishments and roadmaps with leadership

Encourages and promotes teamwork and sets a professional tone for staff.

Consistent exercise of independent judgment and discretion in matters of significance.

Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

Other duties and responsibilities as assigned.

Key Qualifications:



Bachelor's degree or 4 years experience in delivering quality, data-centric customer experiences

Experience leading teams in the successful delivery of assigned tasks, projects and deliverables

Successful track record of detailing report requirements, analyzing data and delivering reports to stakeholders

Drive to automate, innovate and create efficiencies through and quality, and improve overall workflow

Excellent organization and time-management skills

Superior attention to detail and high level of commitment

Ability to work nights, weekends and variable schedules

Passion for movies, TV, sports and music


Employees at all levels are expected to:


Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.


Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

5-7 Years

Base pay is one part of the Total Rewards that **MEMBERS ONLY**SIGN UP NOW***. provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, **MEMBERS ONLY**SIGN UP NOW***. provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (****on our careers site for more details.

Company info

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