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

• Exceptional professionalism and customer-service skills.
• Excellent task management, verbal & written communication skills, combined with relentless follow-up.
• Superb organizational skills and attention to detail.
• Ability to communicate difficult/sensitive information tactfully.
• Excellent interpersonal skills, including relationship building and collaboration within a diverse, cross-functional team.
• Self Starter can demonstrate learning and be open to learning.
• Ability to take direction well.
• Ability to travel Domestic/ International.
• Ability to mentor colleagues.
• Enjoy working in a team-oriented environment, highly motivated and communicative.
• Independent critical and creative thinking.
• Bold problem solving.
• Extremely attentive to detail and organized.
• Must be comfortable working in a fast-paced and demanding environment.

Education & Experience

• 7+ years of professional technical production, project management or producing experience.
• 5+ years experience managing a team of technical and creative people at varying levels.
• Experience managing teams delivering high impact projects at a global level.
• Experience with the technical challenges and problem solving needs in a production environment.
• Experience as a Service Delivery Manager or knowledge of MSP’s and contingent workforce management is preferable.
• Able to learn technical workflows and concepts to provide leadership.
• Possesses significant knowledge of technical service support system architectures.