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