Program Manager - VOD

Amagi is one of the highest valued mediatech companies in the world and its investors include Accel, Norwest Venture Partners, General Atlantic, Premji Invest, Avataar Ventures and Nadathur Holdings.

Today, Amagi is the fastest growing media and entertainment technology company on Earth. Founded in 2008, Amagi is a global leader in cloud-based products and solutions for broadcast and connected TV. Our cloud-based platforms support broadcast-quality, 24-hour linear channel production, channel distribution to Free Ad-Supported Streaming TV platforms, live orchestration for sports and news, OTT server-side ad insertion, and monetization analytics, as well as cost-effective disaster recovery.

In our pursuit, we strive to create a harmonious blend of individual freedom and collective purpose, shaping a unique and transformative journey that sets us apart in the realm of media technology.

Job Profile

The ideal candidate will work closely with customers, product teams, and cross-functional stakeholders to meet delivery expectations and identify opportunities for improvement.

1. Team Management & Shift Oversight:

• Manage teams working in two shifts, ensuring 24/7 VOD delivery support.
• Maintain and manage shift rosters to ensure continuous team coverage.
• Ensure that each shift has the right resources to meet delivery deadlines.
• Customer Communication & Expectation Management:
• Ensure timely, professional responses to customer emails and queries.
• Set clear and realistic delivery expectations with customers, ensuring alignment throughout the project.
• Communicate delivery times and manual effort estimates to customers to set proper expectations.
• Delivery Process Oversight:
• Monitor all VOD deliveries daily, ensuring that all gaps in the delivery process are identified at the start.
• Track and manage VOD delivery progress using internal tools, including updating the PSD board tracker and ensuring SFDC is up to date for billing purposes.
• Ensure that the team maintains accurate records for billing, including contracts, purchase orders, and sign-offs.
• Root Cause Analysis (RCA) & Issue Resolution:
• Ensure a thorough RCA for any delivery rejections, capturing insights and sharing them with the product and VOD delivery teams.
• Track all VOD deliveries and ensure proactive problem resolution, preventing recurring issues.
• Internal & External Reporting:
• Provide weekly internal status reports detailing asset delivery progress, customer RAG status, and key milestones.
• Ensure clear visibility of the VOD delivery pipeline through weekly customer reporting and updates.
• Collaboration with Product & Engineering:
• Work with the product team to prioritize new features based on customer requirements and feedback.
• Collaborate with engineering to identify opportunities for process improvements and ensure delivery timelines are met.
• Training & Enablement:
• Conduct regular training for Program Managers (PMs) and Technical Account Managers (TAMs) to ensure they are equipped to manage deliveries effectively.
• Enable teams with the tools and knowledge required to execute on the VOD delivery process.
• Project & Delivery Oversight:
• Provide comprehensive oversight of all VOD deliveries, ensuring they align with customer expectations and internal quality standards.
• Work with Sales, SE (Sales Engineer), and SA (Sales Account Manager) teams to ensure seamless communication and alignment on delivery schedules and customer requests.
• Continuous Improvement:
• Actively seek opportunities for improvement in the VOD delivery process by analyzing feedback, addressing inefficiencies, and driving automation where possible.
• Share insights from RCA with internal teams to improve future VOD deliveries.

Skills and Expertise Required:

• Experience with VOD platforms and streaming technologies.
• Prior experience in a customer success or project management role in a Media Technology company.
• Experience: 10+ years of experience in managing VOD or related digital content deliveries, with a minimum of 5 years in customer-facing roles.
• Technical Skills: Strong understanding of media technologies, including OTT, VOD, server-side ad insertion, and digital broadcasting.
• Certifications: PMP® or PRINCE 2®, with additional certifications in Agile methodologies (CSM® / PMI-ACP® / SaFE®) preferred.
• Leadership: Strong leadership and team management skills, with experience managing teams in multiple shifts.
• Communication: Excellent communication skills, including the ability to manage customer expectations, lead meetings, and drive problem-solving.
• Project Management: Strong experience in running Agile projects, including schedule management, resource allocation, and risk management.
• Analytical Skills: Ability to perform qualitative and quantitative analysis, such as estimating resource effort, tracking progress, and identifying gaps.
• Customer Relationship Management: Demonstrated ability to build strong relationships with both technical and business stakeholders, fostering trust and collaboration.
• Due to our fast-paced growth and global customer base, this role requires working during night hours (overlap with few hours of EST), as many of our customers are in the US and Europe.