Digital Operations Coordinator

Job Description

Job Description

After 60-days, this role will move from onsite daily to hybrid.

Must be able to work onsite in Holland, OH.

Midwest Tape | Hoopla

For over 30 years, Midwest Tape has served libraries and their patrons with unparalleled access to the best content available in the media world. Our digital offering, hoopla Digital, combines the media and library expertise of Midwest Tape with the latest in web and mobile technology, delivering an all-in-one experience to the library world. As hoopla continues to grow on a global scale, we are expanding our team.

At Midwest Tape, we know our people are the reason for our success. We value our employees and believe in empowering them to help them thrive. We offer competitive pay and benefits, a healthy work/life balance, and appreciation for a job well done.  

Position Summary:

The Digital Operations Coordinator will manage vendor relationships, ensure the accuracy and quality of media products, and collaborate with various departments to optimize media operations. This role demands a combination of technical expertise and interpersonal skills to effectively handle tasks ranging from troubleshooting to data correction.

Primary Duties and Responsibilities:

To perform this position successfully, an individual must fulfill the knowledge, skill, and/or ability requirements listed below.

1. Communicate with vendors and publishers to request missing or replacement assets.
2. Address and resolve operations-related questions and issues.
3. Onboard and maintain vendor ingestion services.
4. Monitor service logs and coordinate production support for exceptions.
5. Identify and resolve issues with incomplete or errored products.
6. Ensure timely and accurate integration of media products.
7. Correct and update product data to maintain accuracy and satisfy requirements.
8. Work closely with internal stakeholders to prioritize tasks and ensure timely product integration into the system.
9. Collaborate with the acquisitions team to ensure vendor accounts are functioning correctly.
10. Address any operational issues with vendor accounts.
11. Perform quality checks on incoming media products to ensure they meet company standards.
12. Run and analyze reports to identify areas needing attention.
13. Implement corrective actions based on report findings.
14. Address and resolve issues identified through patron-reported errors.
15. Ensure a high level of customer satisfaction, both internal and external.
16. Utilize JIRA for tracking issues, managing tasks, and collaborating with team members.

Skills:

• Proficiency in using FTP and other asset distribution systems.
• Proficiency in Microsoft Excel.
• Intermediate Computer skills, including the ability to leverage AI tools (Claude, CoPilot, Etc.) to improve workflows, documentation, and analyze information.
• Experience with high-volume data and media management/correction.
• Ability to run and analyze operational reports.
• Strong troubleshooting skills for resolving technical issues.
• Experience with JIRA (or a similar tool) for task and issue management.
• Excellent communication skills for vendor and internal correspondence.
• Strong organizational and time-management skills.
• Ability to work collaboratively with different departments.
• Attention to detail and a proactive approach to problem-solving.
• Customer service orientation and ability to handle complaints effectively.

Preferred Education Requirements :

• Bachelor’s degree in Electronic Media, a related field or equivalent experience

Preferred Experience: 

• 1-2 years’ experience in digital operations or a related field is required.
• Experience with ONIX 3.0 standards and best practices is preferred.
• Understanding of HTML is an asset
• Experience with writing database queries is an asset

Physical Requirements/Work Environment :

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to regularly sit for extended periods of time.
• Perform repetitive motion-type tasks
• Must be physically present for meetings, presentations, and training.
• Ability to work on site in a collaborative team environment.

Benefits:

• Medical, dental, & vision insurance
• 401k + match
• Profit sharing
• Paid vacation and personal time
• Flex time
• 10 paid holidays
• Company performance bonus
• Holiday bonus
• Paid time to volunteer
• Training & career development opportunities

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.