XR Operations Supervisor

Primary Function

We are seeking a full time XR Operations Supervisor to work at our clients offices in the Bay Area. As one of the World’s leading tech companies, our client is well known for being a fast paced working environment that adopts an innovative, dynamic and social culture.

The role will involve working within the XR team; supervising the Lead Technicians and Technicians (across the global service); that create content for distribution via multiple methods of outreach such as live streaming, online, pre-records for pr / marketing etc. The ideal candidate will have experience leading large global teams in high impact production work. A knowledge of the XR landscape from a production or creative deployment perspective is preferred. Experience managing data in addition to deploying strategies to improve workflows and efficiencies is a must. You will need a dynamic and adaptable approach to work in a high demand and high reward team environment.

Duties & Responsibilities

• Main point of contact for the operational XR service that delivers production support.
• Is aware of high priority client requests and is able to provide technical direction where necessary for the planning, scheduling, and delivery of projects.
• Oversee the highest level of customer service for all XFN stakeholders and partners.
• Stays up to date with current service offerings and SLA’s and is able to confidently communicate these to our partners.
• Collaborates with leadership and Lead technicians to complete RCA and fault reports within SLA’s along with overseeing the execution of improvements to mitigate risk.
• Contributes to reporting by gathering required metrics and documenting suggestions for improvements / innovation.
• Responsible for reporting a number of data points during weekly, monthly, quarterly and annual reviews for XR related activities in line with SLAs.
• Applies significant knowledge of industry trends and developments to improve service to our partners.
• Works with Lead technicians and teams to recognize system or process deficiencies and implement effective solutions.
• Creates and executes technical plans and revises as appropriate to meet the services changing needs and requirements.
• Manages the resources of the operational pillar with respect to demands and service strategy.
• Lead ancillary service improvement / innovation initiatives and identify new opportunities that the service will benefit from.
• Identifying and leading in the Innovation of XR related workflows and concepts.
• Supply guidance to improve workflows and service offerings.
• Align technical standards and operational processes globally.
• Ensure teams are contributing to documentation, completing post project reports and other elements of the services data tracking.
• Escalate equipment failures to appropriate teams and assist with the resolution as needed to maintain service levels.
• Monitor cloud and local based systems and troubleshoot / escalate issues where necessary.
• Ensures that a balanced workload is triaged among technical staff, and notifies leadership of high priority tasks or events.
• Creation of SOP documents, completing detailed project reporting and driving innovation.
• Assists with training of staff and improving their technical proficiency / soft skills. Offering mentoring and growth strategies for leadership team members.
• Line management of assigned employees.
• Communicates effectively to explain our services to technical and non-technical clients as needed.
• Educate and coach clients on XR capabilities across supported spaces in the region and any alternative options to support their requests.
• Takes on tasks in special projects or assignments as outlined by senior management and executes them within the given timeline.
• Owns the technical support lifecycle and is responsible for managing technical risks throughout pre-production planning, execution and post event.
• Leads in the Delivery content / QA assessments and management of content files for project delivery.
• Facilitates and manages innovation efforts of the XR operational team in collaboration and alignment with the service.
• Facilitates team and partner meetings effectively.
• Resolves and / or escalates issues in a timely fashion.
• Manages technical resources within budget.
• Understands how to communicate difficult / sensitive information tactfully.

Skills & Qualifications

Education & Experience