Primary Function

Manage and oversee the delivery of live production and event services in alignment with a premiere technology client. Serve as the primary point of daily management contact, ensuring smooth operations and resource management across a globally dispersed team that manages high visibility, high impact live and virtual events. In addition to leading with fairness, empathy, and a hands-on approach, the Lead will ensure Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and deliverables are on time and on target.

This role requires expertise in performance management, resource allocation, and operational excellence, along with the ability to manage escalations and maintain a strong relationship with stakeholders. The Lead is responsible for delivering quarterly business reports on the operational health and performance of the service, and proactively introducing advancements, improvements, and innovations to the operations.

Duties & Responsibilities

• Manage a globally distributed workforce across multiple disciplines, ensuring the right resources are allocated to the right projects and operational tasks
• Manage production escalations for shows and events, coordinating closely with relevant stakeholders to resolve issues quickly and effectively
• Serve as the main liaison for daily team operations, ensuring seamless communication and collaboration on all aspects of service engagement
• Collaborate with company top broadcasters to achieve advanced creative and content visions for their streaming experiences on company internal live platform
• Partner closely with internal and external stakeholders, including senior leadership, to ensure a cohesive and unified approach to service delivery and resource management
• Ensure timely and accurate delivery of services as outlined in the SLAs, KPIs, and SOW. Serve as the primary contact for Supplier Resource Performance. Ensure that long-term goals and KPIs align with the organization's business objectives.
• Encourage and manage staff performance, ensuring that all team members meet performance targets, maintain service quality, and can excel. Mentor and foster professional development. Facilitate training and continuous learning opportunities.
• Prepare and deliver detailed quarterly business reports on the operational health of production and event services. Analyze key metrics, identify areas for improvement, and ensure continuous service enhancement.
• Provide strategic leadership in vendor operations by developing and implementing processes that optimize service delivery.
• Plan team activities, training, documentation, and special projects
• Perform operational cross-training and tackle other duties as assigned

Skills & Qualifications

• Exceptional organizational, administrative, and team leadership skills with a strong results-driven mentality
• Excellent written and verbal communication skills, with the ability to handle escalations and build strong client relationships, under the pressure of a live broadcast environment
• Demonstrated critical thinking and problem-solving abilities
• Ability to manage multiple aspects of a live event simultaneously, from technical set-up to creative impacts and on-air talent needs to crew coaching and asset delivery
• Technical proficiency in all aspects of video and audio production, including impacts of live streaming, camera operation, lighting, sound design, post production, and IT requirements
• Familiarity with network protocols and IT infrastructure related to live streaming (SRT, Zixi, MPEG-TS, HEVC, etc.)
• Evolving understanding of the principles, ethics, and modalities of generative artificial intelligence (AI) tools, particularly CoPilot, to assist in optimizing operations and production
• Must be a strong leader with excellent people skills and tact in dealing with staff/partners/clients at different levels in a very diverse environment
• Aptitude for leveraging AI, automation, and emerging technologies to streamline workflows, improve operational decision-making, enhance team effectiveness, and drive continuous improvement across production and event operations
• Capable of representing vendor management to demonstrate supplier engagement
• Strong understanding of SLAs, KPIs, and performance management; Ability to analyze operational data and deliver clear, concise reports
• Strong program and project management skills, familiarity with engineering documentation
• Candidate must have a commitment to excellence and focus on continuous improvement

Education & Experience

• Bachelor's degree in media, Broadcast Engineering, Film, or a related field is preferred
• 5+ years managing global teams and resources across multiple disciplines in a fast-paced environment
• 10+ years' experience in live television, production and events, AV, or broadcast, within a large enterprise, market, and facility
• Must have experience in live television operations or event management
• Certifications such as DES, CTS, PMP, or similar are encouraged but not required

Customer Service Commitment:

TeamPeople, a division of System One, is an organization dedicated to providing superior customer service. Outstanding customer service encompasses everything from performing the technical, creative and operational aspects of our jobs to the best of our ability, to going the extra mile to assist our customers and colleagues in any way. TeamPeople not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

We respect, value and celebrate the unique attributes, characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our customers. It is our aim, therefore, that our partners, strategies and investments reflect these core values.