Duluth Categories:
Vice President of Customer Programs & Operations Clearleap
THIS JOB HAS EXPIRED
About us: We are an early stage venture-backed technology startup and we are changing the way people watch television, bringing the diversity and breadth of internet video to the television. Our next generation services allow our customers, video service providers, unparalleled content delivery capability and provide to their subscribers flexible ways to enjoy video content on a variety of devices. Our founders are internet and digital video pioneers with successful entrepreneurial and M&A track records.The role: The VP of Customer Programs & Operations is a critical role, responsible for the smooth execution of service delivery functions ranging from equipment deployment, day-to-day operations, system upgrades, continuity and security assurance, in a cloud computing environment.
Scope of Responsibilities:
Post-sales customer support and program management
Champion customer requirements and needs while maintaining the best interest of the company from contract award through deployment and also on-going post-launch customer support / program management
Create, maintain, communicate & negotiate comprehensive schedule
Coordinate all Clearleap activities related to customer program; a combination of hands-on work and also collaboration with Engineering, Product Management, Sales, & Video Quality Control
Interface with all third-parties required to execute the customer program
Official channel for all customer communications related to the program
Manage and operate installation and integration process for customer programs
On site install; deployment configuration; deployment documentation; on site test plan development, on site testing execution
On-site customer testing ? reviewing software features and release and identify compatibility issues with field installations; connected devices; real-time video encoders; recommendation engines, search engines; broadcast metadata ingest, integration with legacy asset management systems, CM/CMTS, firewalls, switches
Feedback and performance evaluation ? customer feedback; customer wish list; process improvement; evaluation of partners and supplies; provide prioritized product improvement feedback to product marketing and engineering
Video quality control
Staff and manage department that performs video quality control and related manual video processing
Data center operations
Manage resources responsible for- Creating and executing system test plans and verifying integration of outside components with the Clearleap system
Equipment procurement and customization ? Device inventory management, determine and configure service provider customization
Security Operations ? security process management (audits, threat evaluation and response coordination); Linux and Windows server security; coordinate ongoing security needs evaluation with security team
Technical operations ? For equipment in Clearleap data centers and edge interfaces at customer locations supervise network equipment configuration; network security interconnect; Linux and Windows server configuration, management, and maintenance; deployed system maintenance and upgrade; trouble ticketing system operation; metrics generation and performance evaluation; system and network monitoring
Software upgrades to data centers: supervise and execute upgrades of Clearleap developed software and third-party software in Clearleap data centers
Customer Support
Manage trouble ticketing system
Manage and organize team to provide customer phone support 24-7
Provide feedback to product management and engineering of recurring issues
Support sales and marketing in defining support services roles
Experience / Skills Required:
7+ years of Program Management & Operations experience including technology product and service offering
Proven track record of rolling up their sleeves to get the job done while building an organization
Highly organized and able to develop priorities
Ability to motivate a team including resources that do not work for you or for Clearleap, Inc.
Ability to collaborate with all functional areas
People & motivation management skills. Will manage a team of program managers, data center engineers, and video quality control personnel
Diplomacy with customers; strong communication skills
Knowledge of both server and network operations; practices as well as experience maintaining a secure network environment
Experience specifying and tracking a capital and operations budget and coordinating simultaneous projects
Bonus points for:
Experience with payTV programmers (e.g., Turner, HBO, Scripps, InDemand, A&E, etc) and payTV operators (e.g., Time Warner, Charter, Dish, Verizon, etc)
Experience with IP Network Management and Regional Data center administration
Experience in fast paced, customer responsive technical services organization
| Location: | Duluth, GA United States |
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THIS JOB HAS EXPIRED
Clearleap
Investors: Noro-Moseley Partners, Trinity VenturesAll Jobs: at Clearleap
| Web Site: | www.clearleap.com |
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| Headquarters: | 415 Brogdon Road Suite 100 Suwanee, GA 30024 United States |
| Employees: | 11-40 |
| 2007 | |
| Industry: | Networking and Equipment |
| Clearleap is bridging the gap between the Internet and television. As a leading video technology firm, Clearleap brings the Internet content experience - its breadth, diversity and immediacy- to any TV through existing set-top boxes and video networks. We are building solutions that are driving the rapid evolution of television content management, distribution, and monetization. |
