Platform Operations Manager - Latam

Jellysmack; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global creator company in Mexico, Veracruz, seeks an experienced professional to manage platform operations and implement ticketing solutions. You will resolve escalations, contribute to process improvements, and collaborate with cross-functional teams. The ideal candidate has a Bachelor's Degree and 3-5 years of experience in project management within a major social platform. The role offers a flexible work environment and opportunities for professional growth.

Servicios

Early Summer release Fridays

Paid volunteering

Wellness programs

Competitive Healthcare coverage

401K match

Formación

• 3-5 years of experience in project management or operations.
• Experience in rolling out ticketing systems like JIRA or Zendesk.
• Familiarity with Community Guidelines and Digital Asset Management.

Responsabilidades

• Investigate platform-related escalations and lead them to resolution.
• Communicate cross-functionally to drive quick issue resolution.
• Drive roll‑out of Zendesk ticketing solution.

Conocimientos

Project management

Problem-solving abilities

Communication skills

Analytical thinking

Operations optimization

Educación

Bachelor's Degree

Herramientas

JIRA

Zendesk

MS Excel

PowerPoint

Google Products

Descripción del empleo

Jellysmack is the global creator company that detects and develops the world's most talented video creators on social media.

We're an optimistic crew who naturally goes the extra mile, has a glass-half-full mindset, and sees challenges as opportunities.

We look for positive people who think outside the box, are inventive, bold, lead change, and believe that teamwork matters.

Team Culture

Jellysmack's Operations Team is in charge of keeping the company running smoothly.

Our daily tasks encompass all of Jellysmack's activities including project management, human resources, finance, facility management, and technology, and are carried out in collaboration with other teams.

Precision, innovation, and overperformance are the values that define us the most.

Our work may be challenging, but it's also rewarding because we work to simplify our colleagues' daily tasks and keep everyone happy and productive at Jellysmack.

The Role

Responsibilities

• Investigate platform-related escalations from internal stakeholders and lead them to resolution.
• Communicate and collaborate cross-functionally in order to lead issue resolution across teams and troubleshoot quickly and effectively to drive resolution.
• Drive roll‑out of Zendesk ticketing solution, including increasing adoption and creation of educational materials.
• Respond to internal platform operations inquiries with high-quality, speed, empathy and accuracy, developing and sharing expertise on all platform partners.
• Play an active role by contributing to improving policies, product, processes and support system solutions.
• Troubleshoot or elevate platform operations issues as appropriate in a timely manner while communicating clearly and proactively throughout the global teams, until resolved.
• Develop and implement scalable solutions to support our global processes.
• Work on projects as needed to scale and improve our platform operations resolutions.
• Act as internal expert on platforms and content management.
• Identity and build strong relationships with local and regional platform Strategic Partner Managers.
• Position Jellysmack as a key partner / solution with each key global and regional platforms.
• Relay insights and recommendations to internal stakeholders.

Requirements

A Little About You

• You have a Bachelor's Degree
• You have 3‑5 years of experience in a project / program management, management consulting, or operations ideally at a major social platform (Facebook, YouTube, Instagram, Snap or TikTok) - a dedicated work experience in the LATAM region is a plus.
• You have experience in rolling out a ticketing system, such as JIRA or Zendesk.
• You have experience in Operations, Optimization and Channel Services.
• You have basic knowledge of Community Guidelines, Copyright and Digital Asset Management.
• You have demonstrated analytical‑thinking and problem‑solving experience.
• You have experience driving high-priority cases through process of resolution.
• You have experience managing projects and coordination with a variety of global cross‑functional partners, and communicating to a variety of audiences.
• You are proficient within MS Excel, PowerPoint, and Google Products.
• You are comfortable discussing complex scenarios to clients and colleagues, and providing opinions on best course of action.
• You have experience with metadata standards (music, video, etc.).

Benefits

Location

Jellysmack believes in a flexible work environment in which anyone can work from anywhere.

This is why we've implemented our flexible location philosophy, meaning you get the best of both worlds : you can choose to work from home and / or from our offices in Paris, New York, Los Angeles and Corti.

In order to make sure you get the best working environment, you will get a $300 / EUR 250 allowance to get set up!

Perks

• Early Summer release Fridays
• Paid volunteering : 1 day dedicated to supporting a cause of your choice
• Company sponsored wellness programs and events
• Competitive Healthcare coverage
• 401K match

The Difference

Our commitment to diversity and inclusion at Jellysmack, we believe that the best ideas come from the diverse cultures of our team members.

Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.

Creating a work culture that is safe and comfortable for our people to flourish is our main focus.

The Company

Jellysmack's story started in

, and since then, our unrivaled platform optimizes and distributes video content across social media platforms and allows creators to reach genuine new fans with zero effort.

We are the only company building the hyper‑engaged communities that every creator dreams of because, first and foremost, we are creators too.

Creatives ourselves, we're home to over 550 influential creators, including Derek Deso, Karina Garcia, Brad Mondo, MrBeast, Bailey Sarian, and Patrick Sta