Manager, Daily Digital Production & Operations

Written Word Media is a company dedicated to empowering authors and publishers to reach their audience. They are seeking a Manager for Daily Digital Production & Operations to lead the operational core of their email production environment, ensuring timely and accurate delivery of content while managing a team and customer support functions.

Responsibilities:

• Own the end-to-end execution of daily email production and delivery across all brands
• Maintain 100% on-time, 100% error-free deployment as the non-negotiable standard
• Monitor production flow in real time and resolve blockers before they impact delivery
• Serve as the escalation point and hands-on backup when a resource gap threatens output
• Monitor real-time workload volume and team bandwidth to ensure smooth delivery
• Maintain and update capacity models to inform resourcing and planning
• Adjust team priorities and resources dynamically to meet demand without compromising quality
• Manage a team of 5–7 Operations and/or Author Relations Specialists
• Set clear expectations, provide direct feedback, and build a culture of accountability, reliability, and shared ownership
• Act as a player-coach, providing hands-on support for complex situations or coverage, and serving as the emergency escalation contact for weekend coverage
• Maintain a high bar for detail across all workflows, including preparation, QA, scheduling, and deployment
• Standardize processes to ensure consistent quality across all outputs
• Implement safeguards to prevent errors and ensure the team is equipped to execute reliably at scale
• Lead the customer support function with ultimate ownership of CSAT, response times, and quality
• Handle high-level escalations with professional judgment and a solution-oriented mindset
• Coach the team to ensure all communication with authors is clear, thoughtful, and effective
• Design and refine workflows that increase efficiency, accuracy, and scalability
• Create and maintain comprehensive documentation to eliminate bottlenecks and tribal knowledge
• Audit existing systems to reduce 'operational chaos' and build a foundation for company growth
• Track and report on key operational metrics to provide visibility into team performance
• Analyze data to identify emerging trends, risks, and process opportunities
• Continuously test and iterate on operational methods to drive incremental improvements
• Collaborate with Product, Engineering, and Marketing to streamline cross-departmental workflows
• Ensure smooth handoffs and alignment on shared goals and product launches
• Advocate for operational needs and system improvements during interdepartmental planning

Requirements:

• Demonstrated experience managing a high-volume, deadline-driven operational process (digital media, fulfillment, logistics, call center, or similar)
• Experience managing a team with clear performance accountability - not just mentoring or coordinating
• Strong process documentation and workflow design skills
• Experience using data to track operational performance and drive decisions
• Ability and willingness to execute hands-on when needed
• Background in Lean, Six Sigma, or formal process improvement methodology
• Experience improving workflows through automation or AI tools
• Familiarity with email deployment platforms or marketing automation tools
• Experience managing customer support or service teams