JOB DESCRIPTIONThe FOX direct-to-consumer (DTC) platform FOX One is a new, forward-looking initiative within Tubi Media Group that brings FOX's unparalleled content portfolio-news, sports, and entertainment-directly to consumers via an innovative subscription streaming service.
Driven by a highly experienced leadership team with extensive backgrounds at the intersections of media, technology, streaming, and content-and built with the full support of Fox Corporation-this venture combines entrepreneurial energy with deep media expertise.
Our vision is to create a unified, modern viewing experience that puts the consumer first-seamlessly integrating live and on-demand content across platforms.
At the intersection of cutting-edge technology and trusted storytelling, this is an opportunity to shape the future of streaming at one of the most pivotal moments in media. We're assembling a world-class team to deliver on that vision-and we're just getting started.
ABOUT THE ROLEWe are looking for a Manager, Technical Operations - LATAM to implement, configure, and optimize the Business Operations technology ecosystem for the Latin American market. Operating within the standards and frameworks established by Technical Operations leadership, you will ensure that Care and other systems are effectively deployed, localized, tested, and optimized to deliver a high-quality customer experience for LATAM audiences.
In this role, you will bridge AI, Business Operations, Engineering, Commerce, Contact Center teams, and external partners to lead cross-functional initiatives and continuously improve our customer care technology ecosystem, including AI-powered virtual agents. You will help ensure that language, regulatory, cultural, and market-specific requirements are appropriately reflected across systems, workflows, and customer experiences.
You are a strategic and analytical thinker who uses data, performance metrics, and a clear understanding of operational dependencies to inform recommendations. You are comfortable navigating complex, cross-functional environments and digging into the details through testing, monitoring, documentation, and issue resolution. You bring a proactive, solutions-oriented approach, communicate technical concepts clearly to both technical and non-technical stakeholders, and are passionate about improving the customer experience.
A SNAPSHOT OF YOUR RESPONSIBILITIES- Oversee system enhancements, integrations, and configuration updates for the LATAM market while operating within standards and frameworks established by Technical Operations leadership
- Localize customer care systems, content, processes, and experiences to meet LATAM market needs
- Partner with Technical Operations teams to maintain alignment across regions and support platform-wide standards
- Identify and surface LATAM-specific needs, gaps, performance trends, and opportunities to inform broader technical and operational roadmaps
- Own testing, quality assurance, and release validation for the market, including system changes, feature rollouts, integrations, and configuration updates
- Conduct ongoing operational QA to maintain system integrity, data accuracy, and a high-quality market-specific customer experience
- Drive testing and optimization of AI-powered solutions, including virtual agents
- Monitor performance metrics and support workflows to identify issues, opportunities, and enhancements
- Serve as a primary technology point of contact for LATAM business stakeholders
- Collaborate with Information Security and Legal/Privacy teams to support compliance, data protection, and risk mitigation requirements for the market
- Partner with internal development, engineering, product, commerce, and business teams on new features, enhancements, and technical initiatives
- Facilitate communication between technical and non-technical stakeholders to promote shared understanding and successful delivery
- Partner with Contact Center stakeholders and vendors to help deliver a seamless customer experience across virtual and live-agent interactions
- Manage market-specific technical vendors and third-party partners, including performance, accountability, and delivery expectations
- Coordinate local implementations, system upgrades, and market-specific technical projects
- Oversee task and ticket management to support project tracking, prioritization, and delivery
- Maintain thorough documentation of processes, procedures, system configurations, workflows, and market-specific requirements
WHAT YOU WILL NEED- Typically, 7+ years of experience in systems administration, technical product development, large-scale technical implementations, technical operations, or a related area
- Proven experience managing technical vendors and collaborating with cross-functional technical and business stakeholders including customer care and commerce teams
- Hands-on experience working with AI technologies, including virtual agents or other AI-powered customer service/experience solutions
- Experience working with Salesforce
- Strong analytical, organizational, problem-solving, and project management skills
- Strong written, verbal, and presentation communication skills
- Fluency in English and Spanish, with the ability to communicate effectively with stakeholders and localize customer experiences, content, and processes for LATAM audiences
- Demonstrated experience with documentation, localization, and process standardization
- Ability to manage multiple concurrent initiatives and stakeholders, including internal teams, external vendors, contractors, business users, and senior leadership
- Ability to translate complex technical concepts for both technical and non-technical audiences
- A proactive, solutions-oriented approach to identifying issues, gaps, and opportunities using data and measurable outcomes
- Regular, on-site attendance at the workplace a minimum of 3 days per week is an essential function of the position. Selected candidate must be able to reliably meet this requirement.
- Ability to maintain a flexible schedule and travel both domestic and international as needed
NICE TO HAVE, BUT NOT A DEALBREAKER- Experience with Salesforce Service Cloud
- Experience with task and project management tools, including the Atlassian suite
- Experience working in or supporting Latin American markets
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Pursuant to state and local pay disclosure requirements, the pay rate/range for this role, with final offer amount dependent on education, skills, experience, and location is $128,000.00-147,000.00 annually. This role is also eligible for an annual discretionary bonus, various benefits, including medical/dental/vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents. Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.
View more detail about FOX Benefits.
