Customer Service Manager jobs in United States

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Global Digital Studio Operations EMEA is responsible for enabling and supporting the delivery of world‑class channel experiences and content services across the region. Our work spans operational planning, workflow orchestration, broadcast systems, and digital platform enablement — ensuring our brands reach audiences consistently, reliably, and at scale.

This is a centrally positioned role within the Client Services organisation. The role is based in London and works closely with broadcast operations, technology engineering, content operations, and commercial teams across EMEA.

The Manager, Client Services will be the primary point of contact for channel business stakeholders across linear, non‑linear, and direct‑to‑consumer (DTC) products. They will represent Global Digital Studio Operations EMEA in strategic planning discussions, ensuring that technical and operational requirements are embedded in new business initiatives from inception through delivery.

They will also collaborate closely with Content Operations to manage workflows supporting live‑to‑air requirements, scheduling systems, and transmission capability across the regional hub. This role will help shape operational models that enable future growth, expansion, and channel evolution.

The Manager will support the Senior Manager, Client Services in driving continuous improvement, defining scalable operational frameworks, and enhancing partnership alignment across internal and external teams.

• Lead and coordinate the delivery of new business operational requirements across multiple lines of business, including linear and non‑linear channel launches, advertising initiatives, and enhancements to existing services.
• Scope, document, and provide operational and technical cost assessments to support new business proposals and planning cycles.
• Own the development and maintenance of operational workflow documentation and training materials to ensure clarity, alignment, and process standardisation.
• Manage interfaces and collaboration with DTCI teams (Broadcast Operations, IT, Media Engineering, Software Engineering) and commercial technology partners to support system integrations and on‑air translation requirements for transmission automation.
• Work closely with EMEA business leads to ensure regional requirements, business rules, and delivery timelines are understood, communicated, and executed accurately.
• Support evaluation, testing, and approval of new channel and system deployments, ensuring adherence to transmission guidelines, operational SLAs, and broadcast quality standards.
• Optimise supplier and third‑party service relationships to enable scalability and drive operational efficiency.
• Contribute to cross‑functional planning sessions, technical deployment reviews, and continuous workflow enhancement initiatives.

• Significant experience in broadcast operations, post‑production, media technology, or channel services environments.
• Proven experience with media asset management, library systems, workflow orchestration, and resource management.
• Strong understanding of scheduling systems, transmission operations, and on‑air broadcast technologies.
• Demonstrated experience training teams, managing stakeholders, or leading through influence.
• Comfort communicating with technical and non‑technical audiences, including business, legal, and commercial counterparts.
• Strong analytical capabilities and problem‑solving skills, with the ability to evaluate both technical and operational impacts.
• Advanced computer literacy, ideally with exposure to broadcast engineering concepts, structured data systems, and workflow automation.
• Interest in digital media evolution, emerging broadcast technologies, and consumer media trends.

Technical & Job‑Specific Skills

• Exceptional communication and stakeholder management.
• Ability to work under pressure and manage competing priorities.
• Highly organised with strong attention to detail.
• Strong proficiency in Microsoft Excel and business productivity tools.
• Ability to build strong cross‑functional relationships.

Core Competencies

• Builds Relationships: Engages stakeholders across internal and external networks; resolves conflicts constructively.
• Inspires Creativity & Innovation: Encourages new ideas, challenges assumptions, and supports scalable solutions.
• Communicates Effectively: Tailors communication to audience; facilitates clear understanding and shared alignment.
• Drives Results: Converts strategy into action; holds self and others accountable for delivery and quality.
• Exhibits Professional Excellence: Models integrity, consistency, and resilience; continuously develops skills and knowledge.

Reports to: Senior Manager, Client Services, Global Digital Studio Operations EMEA

Accountable for: Execution of operational planning and delivery across new business initiatives; ensuring service readiness and broadcast continuity in line with business timelines and standards.