Help Center/Customer Support Production Ops Program Manager

Description:

• We are seeking a Help Center/Customer Support Production Ops Program Manager to join Client's Content Innovation and Operations team.
• This role will lead day-to-day program operations and process coordination for the creation and delivery of multimedia assets, including video, animations, GIFs, and newsletters.
• The role will serve as the key liaison between content strategists, production vendors, and internal stakeholders.
• This role plays a critical part in executing Help Center's support content strategy and video outreach through official support channels.

Key Responsibilities:

• Own and drive the end-to-end multimedia content lifecycle, including request intake, budgeting, scheduling, tracking deliverables, and final publication.
• Act as a point of contact for support-related content escalations and production delays; partner with vendors and stakeholders to resolve issues promptly and effectively.
• Manage vendor relationships: Coordinate with production partners on asset creation, script and storyboard reviews, delivery timelines, and escalations.
• Implement and refine Standard Operating Procedures (SOPs) for multimedia workflows, quality checks, and compliance (e.g., accessibility standards).
• Support tooling initiatives: Program-manage tool evaluations, scoring rubrics, process improvements, and feedback loops with vendors.
• Drive monthly internal communications, including a video newsletter and written team updates.
• Prioritize and manage incoming multimedia requests from content strategists across various product areas.
• Ensure consistent branding and visual style guides are integrated into all multimedia assets in alignment with evolving marketing standards.
• Provide operational support for metrics reporting and stakeholder communications.

Experience (Mandatory):

• 5-7 years of program management experience, ideally within content, media production, or operations.
• Proven experience managing video or multimedia production workflows, including coordination with production vendors.
• Experience working within customer support or help center environments, including managing and resolving escalations tied to customer-impacting content.
• Strong project management capabilities: milestone tracking, stakeholder engagement, and managing multiple concurrent requests.
• Proficient in using standard productivity and collaboration tools to document and communicate progress.
• Excellent communication skills, both written and verbal, for cross-functional collaboration and updates.
• Experience maintaining compliance-driven content or operational programs (e.g., accessibility initiatives).

Experience (Desired):

• Experience in content operations, content strategy, or customer support organizations.
• Exposure to tools used in media production, editorial evaluation, or content workflow assessments.
• Background in agency environments with varied client portfolios and tight deliverables.
• Understanding of video localization workflows and requirements (voiceover, language versions, etc.).
• Basic knowledge of multimedia style guides and branding practices.

About US Tech Solutions:
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US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.