Position Summary:The Operations Specialist is a critical senior-level position requiring an experienced professional capable of immediate, autonomous contribution at the highest operational level. This role manages high-value client accounts exceeding $1 million, ensures operational excellence across the Post Production department, and functions with the strategic mindset of a business owner. The successful candidate will arrive with proven expertise in account management, customer service excellence, and the ability to execute flawlessly without extended training or mentorship.
This position is designed for a seasoned professional who can analyze existing processes, implement improvements, drive revenue growth, and make strategic business decisions from day one.
This position includes a 90-day probationary period. Candidates who do not demonstrate the expected level of autonomous performance, business acumen, and cultural alignment by the end of this period will not continue in the role.Position Overview:This is a high-functioning, fast-paced role demanding a professional with outstanding customer service experience, natural leadership capabilities, and operational agility to excel in any capacity within the Post Production department-whether managing premium accounts, overseeing AberFast operations, or directing AberCap services. The Operations Specialist operates with minimal supervision, exercises independent judgment on complex matters, and takes ownership of business outcomes as if they were the owner of the company.
The Operations Specialist must be equally personable and service-oriented with both external clients and internal employees, fostering collaborative relationships across the organization. This role requires someone whose personal core values closely align with Aberdeen's core values:
Accountability, Solution-Driven, and Team Player.Core Performance Expectations:Immediate Impact & Operational Autonomy: There is no extended onboarding period. The Operations Specialist must demonstrate mastery of systems, processes, and client requirements within 90 days. After three months, full autonomy is expected with independent decision-making and no ongoing mentorship or training support.
Cultural Alignment & Service Mindset: The Operations Specialist must embody Aberdeen's core values in every interaction-Accountability, Solution-Driven, and Team Player-and maintain a service-oriented approach with both external clients and internal employees.
Business Owner Mindset: Think and operate like a business owner, making decisions that benefit Aberdeen's bottom line, identifying opportunities to retain and grow revenue, and proactively suggesting strategic improvements.
Process Analysis & Innovation: Critically evaluate existing procedures, question current methodologies, identify inefficiencies, and create new procedures that improve quality, efficiency, and profitability.
Technology Champion & AI Advocate: Aberdeen is actively implementing AI across various business functions. The Operations Specialist must integrate AI tools into daily workflows, understand AI prompting techniques, make technical suggestions for AI implementation, champion AI adoption with internal teams, and continuously seek technology-forward solutions.
Adaptability & Change Leadership: This role will evolve as Aberdeen grows and adopts new technologies, services, and operational models. Must adapt quickly to change, embrace new tools and methodologies, and serve as a champion for organizational evolution.
High-Value Account Stewardship: From day one, manage a portfolio of high-value accounts totaling over $1 million with full responsibility for client satisfaction, retention, revenue growth, and account expansion.
Operational Excellence Under Pressure: Maintain flawless workflow execution across multiple complex accounts, anticipate client needs proactively, resolve issues before escalation, and handle code-blue incidents with composure, speed, and precision.
Organization & Priority Management: Simultaneously manage multiple complex accounts, competing deadlines, and dynamic priorities without error. Exceptional organizational skills and the ability to determine and manage priorities independently are non-negotiable.
Collaborative Leadership & Interpersonal Excellence: Work very closely with Team Leads, Managers, and Executive Management to ensure seamless operations, strategic alignment, and exceptional service delivery. Must be personable, approachable, and service-oriented with both external clients and internal employees.
Experience Requirements:- Minimum 5-8 years in account management, client services, or operations management within a fast-paced, service-driven environment
- Proven track record managing high-value accounts ($1M+) with measurable client retention, satisfaction, and revenue growth outcomes
- Demonstrated experience handling urgent, high-stakes client situations (code-blue incidents) with composure and successful resolution
- Background in media, broadcast, post-production, or digital content production strongly preferred
- Experience in process improvement, procedure development, and operational optimization
- Demonstrated ability to adapt to new technologies, tools, and evolving role requirements
Technical Proficiency - Required:- Advanced CRM expertise: Salesforce or similar required
- Computer proficiency: Ability to work efficiently on computers with strong navigation skills across multiple systems and platforms
- Microsoft Office Suite: Advanced proficiency in Word, Excel, Outlook, Internet Explorer
- AI proficiency: Experience using AI tools (ChatGPT, Claude, or similar) in professional workflows; strong AI prompting skills; ability to evaluate and implement AI solutions
Technical Knowledge - Preferred:- Understanding of digital media file types (QuickTime, MXF, MPEG, MP4), video quality control, broadcast operations, and postproduction workflows
- Familiarity with non-linear editing systems (Final Cut Pro, Premiere)
- Basic understanding of cloud storage systems (Amazon Cloud S3) and enterprise video workflows
Education Requirements:- Bachelor's degree in Business, Communications, Media, Science, Engineering, IT, or related field required
