Video Channel Management Support

The Video Support Manager is the operational backbone of our video and audience development team in the Americas. This role is responsible for the end-to-end support tracking and problem-solving for all operational video-related activities. By bridging the gap between internal teams and external partners the Video Support Manager ensures that all video content is properly managed delivered and monetized across various platforms. This position requires a highly organized individual capable of managing complex workflows troubleshooting critical issues and maintaining meticulous records of all their activities.
 

Key Responsibilities

1. Operational Task Management & Workflow Coordination

• Oversee the full lifecycle of video support requests acting as the central point of contact for operational tasks.
• Monitor the VMO (Video Music Optimizer) to help VAD Managers ensure clients YouTube channels have perfect SEO/Content adequacy.
• Utilize Jira for ticket management tracking progress and ensuring 100% request resolution.
• Maintain and update master spreadsheets to track accounts requests statuses and assigned VAD managers.
• Coordinate communication with Ops team in India to gather information and enable prompt resolution while effectively managing time zone limitations.
• Understand and document Central processes to share with VAD Managers and support the development of optimized request strategies.
• Act as the main point of contact between Believe and platform support teams (TikTok Meta YouTube Vevo) to ensure swift resolution of technical video or release issues.

2. Customer Support & Issue Resolution

• Serve as the primary escalation point for VAD Customer Support issues.
• Troubleshoot and resolve video-related issues including OAC (Official Artist Channel) requests content mapping discrepancies and platform-specific requirements (e.g. TikTok requests).
• Liaise with internal and external stakeholders to ensure swift resolution of technical and operational problems.

3. Rights Management & Asset Compliance

• Oversee rights management processes to ensure we act timely whenever conflicts arise ensuring continued monetization of our clients products.
• Serve as a point of contact for other distributors and proactively contact internal and external stakeholders to quickly clarify the property of our assets and ensure swift conflict resolution.
• Regularly assess our clients content claim statuses to ensure they are monetized with the proper assets keeping monetization always optimized.
• Maintain the CMS (Content Management System) by organizing assets and video groups separated by region containing all released products to ensure a clean and accessible library.
• Educate clients and internal teams on rights-related issues.

4. Tracking Reporting & Process Improvement

• Compile regular reports on Jira ticket volume types and resolution times to identify trends and areas for improvement.
• Analyze current operations and methods to propose and implement more efficient workflows.
• Ensure all support activities are accurately documented in the appropriate tracking systems (spreadsheets Jira) for transparency and historical reference.

Qualifications :

Experience: Proven experience in video operations content management or digital supply chain preferably within the music or media industry.

• Technical Skills: Proficiency with project management tools (specifically Jira) Content Management Systems (CMS) and advanced spreadsheet management for tracking and reporting.
• Knowledge: Strong understanding of video asset distribution rights management and platform specifications (TikTok YouTube Meta Spotify Video).
• Problem-Solving: Excellent troubleshooting skills with a proactive approach to identifying and resolving complex issues.
• Organization: Exceptional organizational skills with the ability to manage multiple high-priority tasks and maintain accurate records.
• Communication: Strong interpersonal skills to effectively collaborate with internal teams and external partners across the Americas region.
• Language skills: Fluent or Native Spanish and Portuguese. Working proficiency in English. French desirable.

Additional Information :

SET THE TONE WITH US

Working at Believe means having individual and collective impact in a fast-growing company!  

At all stages of their careers Believers are an important part of what we are doing: shaping the future of the music industry. 

We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us with daily opportunities to connect with our colleagues all over the world. 

We have two hearts at Believe - our People and our Artists. 

We believe in THE POWER OF OUR PEOPLE who grow every day to develop their potential We aim to provide our Believers with the best environment to thrive. 

ROCK THE JOB 

• Tailor-made training and coaching program 

• Remote working policy

• A well-being program

• Access to Eutelmed a digital mental health and well-being platform that allows you to speak with an experienced psychologist

SING IN HARMONY

• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity Equity & Inclusion (DEI) wellbeing and the planet.

• Shaping Together: A Group-wide event focused on volunteerism and community impact 

We are committed to having a workforce that is representative of the community it serves at all levels of the organisation. We therefore welcome applications from all backgrounds and all sections of the community regardless of age disability gender race religion and sexual orientation.

Remote Work :

No

Employment Type :

Full-time