Operations Manager

  • FUGA
  • Rome, Metropolitan City of Rome, Italy
  • Nov 02, 2020
Full time Account Management Customer Service

Job Description

FUGA, is currently looking for an Entry Level Operations Manager Italy to support our growing client base in Italy. You will join the team in Rome, and will be the first point of contact for record labels and distributors in the region.

What you do:

In addition to being a front-facing liaison with new partners and clients, your responsibilities will include investigating, solving, and escalating issues within our operations team.

Main components of the day to day are:

  • Onboarding new clients to our platform in the region
  • Responsible for operational account management of regional clients
  • Manage issue resolution & escalate appropriate issues to the development, and global operations teams, where and when required
  • Plan, coordinate, and deliver required work to support our client’s business needs
  • Guide clients in migrating their (back) catalogue to the FUGA system.
  • Set up DSP connections and switch catalogue from previous distributors
  • Introduce clients to all FUGA processes and points of contact
  • Train new clients in using the FUGA system
  • Provide day to day support to Italian Region existing clients
  • Provide email and phone support
  • Investigate, troubleshoot, and (where possible) solve technical and content related issues
  • Create support documentation, training guides and procedures
  • Test software improvements and bug fixes

Requirements:

You are tech savvy, communicative and have experience in dealing directly with customers.

Some of the basic qualities and capabilities that are required for this role are:

  • 1+ years of experience in a client facing support role
  • Independent worker / thinker / planner
  • Excellent communication and analytical skills
  • Motivated to develop one’s skill base
  • Analytical and investigative
  • Organised and comfortable tracking and prioritising multiple issues
  • Able to work under (time) pressure
  • Comfortable working in an AGILE environment
  • Fluent in English, Spanish is a plus
  • Have music industry experience, especially in digital operations
  • Know how FUGA or a similar music delivery platform works
  • Understand music metadata issues
  • Knowledge of the digital music consumer landscape
  • Enthusiastic team and a growing company with strong ambitions
  • International business environment, colleagues and clients around the world with diverse backgrounds in music and tech
  • Egalitarian, transparent environment with career growth opportunities
  • Part of a dynamic industry: technology, media and entertainment

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