Note: The job is a remote job and is open to candidates in USA. Orb Group is a global specialist in production and content marketing powered by technology and creativity. The Technical Support Operations Lead will drive operational excellence across the Technical Support organization by coordinating reporting, meetings, projects, processes, and service delivery activities. The role will lead continuous improvement, operational scalability, stakeholder accountability, client-facing initiatives, and measurable enhancements to service quality and efficiency.
Responsibilities
- Own operational cadence across internal and client facing technical operations meetings, including agenda preparation, documentation, facilitation, and structured follow through
- Maintain end to end visibility of operational execution, including action items, priorities, risks, blockers, and dependencies, ensuring commitments are clearly assigned and delivered on time
- Maintain visibility and monitor progression of active operational workstreams, including change requests (CRFs), investigations, and complex troubleshooting activities, ensuring timely updates, consistent follow-through, and closure of all issues
- Drive accountability across technical teams and stakeholders to ensure follow-through, resolve blockers, and maintain operational discipline across support activities
- Own operational reporting, dashboards, and client-facing reporting, ensuring accuracy, consistency, and timely delivery through coordination of key contributors and data owners
- Monitor end-to-end operational health, including SLA performance, support workflows, ticket queues, escalations, and overall service readiness, ensuring issues are identified and addressed proactively
- Manage communication and coordination across complex operational activity, including escalations, investigations, and client issues, ensuring clear ownership, tracking, and resolution
- Continuously improve operational reporting and feedback systems, including automation, visibility, standardized communication methods, and structured feedback loops across clients and internal teams (e.g., release communications, product updates, and support insights)
- Partner with technical and system owners to ensure bugs, issues, and product feedback are properly logged, triaged, tracked, and communicated back to stakeholders in a timely and structured way
- Lead and execute cross-functional initiatives to improve support operations, including processes, workflows, tooling, reporting, and service delivery, ensuring measurable and sustained operational improvements
- Own operational scalability and efficiency by identifying and driving automation, standardization, and reduction of manual work across core functions such as onboarding/offboarding, knowledge management, ticketing, and documentation
- Develop and deliver structured improvement plans and projects, coordinating stakeholders, managing timelines, and ensuring initiatives are completed and embedded into day-to-day operations
- Continuously challenge existing processes and embed best practices across the support organization to improve consistency, performance, and operational maturity
- Partner with client stakeholders and technical leads to identify, design, and implement operational improvements that enhance service quality and efficiency
- Lead service transitions, platform changes, and support model evolution initiatives, ensuring operational readiness and successful adoption across teams
- Own project execution for cross-functional initiatives, including planning, timelines, communications, stakeholder alignment, and delivery tracking
- Drive measurable improvements in operational performance, focusing on reducing overhead, improving scalability, and enhancing client outcomes
- Driving operational readiness and transition planning for new support responsibilities, including service transitions, platform changes, and long-term infrastructure or hardware lifecycle planning
- Improving core support operations through enhancements to ticket management, SLA adherence, change request workflows, and escalation processes
- Optimizing operational systems and efficiency, including reporting frameworks, data collection processes, meeting structures, and client communication cadences
- Strengthening foundational support capabilities such as onboarding/offboarding, knowledge management, and operational documentation standards
- To promote success and understanding of the technical support organization, during the onboarding and training period, the role will be required to shadow peers within the Support Engineer role. This will allow for a deeper understanding of the actual ins and outs of ongoing operations and existing processes today. This will likely also include temporary (only during the onboarding and training period) participation in the on-call rotational schedule, including nights and weekends
Skills
- 5+ years of experience leading technical projects, technical operations or support operations within the broadcast, entertainment or technology industries
- Bachelor's degree in technical, project management, operation or related field
- Proven experience leading cross-functional initiatives, driving accountability, and delivering operational improvements
- Strong project management, stakeholder management, and organizational skills with the ability to manage competing priorities
- Experience with client relationship management, technical support operations, SLA management, reporting, governance, and ticketing systems
- Comfortable challenging assumptions, pushing back when necessary, and escalating issues appropriately
- Strong analytical and problem-solving skills with the ability to identify root causes and implement sustainable solutions
- Fluent in English (reading, writing, and speaking)
- To be considered candidates must be located in one of the following states: CA, CO, CT, IL, MI, SC, TN, VA
- You are naturally curious and continuously look for opportunities to improve, optimize, and simplify how work gets done
- You challenge the status quo and are not satisfied with "the way things have always been done."
- You drive accountability and follow through relentlessly until problems are solved and commitments are met
- You thrive in ambiguous environments and create structure where none exists
- You are comfortable working with difficult stakeholders and influencing teams without formal authority
- You have a strong sense of urgency, operate with a bias toward action, and enjoy solving complex operational problems
- You are willing to roll up your sleeves, get into the details, and do the work yourself when necessary to move initiatives forward
- You enjoy building relationships, earning trust, and establishing credibility with clients, partners, and technical teams
- You are energized by change, operational challenges, and the opportunity to improve processes, teams, and client outcomes
- You are willing to work flexible hours that primarily cover both west and east coast time zone and occasionally APAC and EMEA time zones
- Candidate must be willing to work flexible ours that primarily cover the west coast time zone. Flexibility may also be required to partner with colleagues and clients in the Singapore and EMEA time zones
- Familiarity with broadcast and media workflows, including content distribution, video ingest, encoding/transcoding and delivery architectures is strongly preferred
Benefits
- 12 paid holidays per year
- 401k Retirement Plan (employer match contributions vested immediately)
- Medical, Dental, Vision & Life Insurance
- Pet Insurance
- Flexible Vacation
- Volunteer Day and Floating Holidays
- Up to 14 days of paid sick leave
- Up to 16 weeks paid parental leave
- Remote, US
Company Overview
Company H1B Sponsorship