Live Broadcast Operations Specialist

$93,600 - $114,400/Yr

Russell Tobin - Los Angeles, CA

Full-time - Entry Level

Los Angeles, CA

Administrative and Support Services

About the position

The Live Broadcast Operations Specialist will play a critical role in delivering exceptional live broadcast experiences across the company's media platforms. This position involves monitoring live broadcasts, troubleshooting issues in real-time, and collaborating with cross-functional teams to ensure seamless execution of live events. The specialist will also provide technical support to partners and internal stakeholders, ensuring a positive experience with partner programs and related products.

Responsibilities

• Monitor live broadcasts to support premier partners and troubleshoot or escalate issues as they arise.
• Provide prep and set up for partners going live, following internal processes and completing all partner investigations/broadcast checklists ahead of events.
• Provide partners with a delightful, high-touch, and effective support experience.
• Onboard partners and serve as the primary operations point of contact.
• Manage HUB scheduled events and encoder setup.
• Escalate, triage, and investigate problems, conducting initial root cause analysis.
• Troubleshoot complex issues and translate pain points to effectively resolve issues.
• Spot trends in issues and communicate feedback to cross-functional teams.
• Proactively seek and provide feedback from partners, team members, and stakeholders to iterate on process and execution.
• Operationalize processes to improve partner experience.
• Manage key initiatives independently from initiation through completion.
• Improve support workflows around issue resolution and product insights.
• Develop product and issue specialization to improve the quality of support.
• Help build and maintain a central knowledge base.
• Train new employees on current workflows, standard processes, and internal tools.
• Manage ad-hoc initiatives independently from initiation through completion.

Requirements

• 3+ years of experience in operations, customer support, technical support, or account/partner management.
• Experience using Excel and/or basic data & insights tools.
• Excellent written and verbal communication skills.
• Highly organized with strong multi-tasking and prioritization skills.
• Meticulous attention to detail.
• Comfortable working in an ambiguous environment.
• Proactive, adaptable, and with a learning mindset.
• Fluency in English in a business environment.
• Ability to work non-traditional hours (outside of 9am-6pm) on an occasional basis.

Nice-to-haves

• Experience in the media industry, particularly broadcast.

Benefits

• Comprehensive healthcare coverage (medical, dental, and vision plans)
• Supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity)
• 401(k) retirement savings
• Life & disability insurance
• Employee assistance program
• Legal support
• Auto and home insurance
• Pet insurance
• Employee discounts with preferred vendors.