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VOD Operations Coordinator

  • Channel 4
  • London, UK
  • 24/11/2022

Job Description

Job Title: VOD Operations Coordinator
Reports to: All 4 Operations Team
Department: Content Management 
Location: London

DEPARTMENT DESCRIPTION

Content Management is responsible for supporting content delivery across the portfolio: Linear, OnDemand and Listings Services.
We support live events, platform/content launches and the management of access services. The department is business critical and needs to meet changing business demands. The Head of Content Management reports into the Chief Operating Officer.

The All 4 operations team is responsible for launch, development and ongoing operation of Channel 4’s Video on Demand service to All 4 and syndicated TV platforms.

JOB PURPOSE

Working within All 4 Operations, this role will have responsibility for coordinating content fulfilment to All 4 and external VOD clients, whilst maintaining consistent communication with internal stakeholders and external clients. 
Responsibilities include ensuring that programme and film content is selected, prepared, and delivered in a timely manner to all VOD platforms, in order to meet contractual obligations, VOD proposition aims and Content Management’s objectives.
This is a shift-based role, covering days, evenings, and the occasional weekend.

KEY RESPONSIBILITIES

VOD Delivery
  • Proactive management/monitoring of content to sure ensure successful delivery across the platforms
  • Monitor delivery of all programme and film content to All 4, TV and secondary sales platforms
  • Coordinate and ensure delivery of access services, subtitles, and audio description, and liaise with our access services provider to fix any issues.
  • Manage transcode volumes via our online service provider
  • Troubleshoot and fix delivery issues (transcoding, delivering and playback) 
  • Check platforms daily to ensure that content is present on time
  • Support our online service provider to ensure that content goes live on time
  • Work closely with the Content Planners to deliver content onto service
  • Manage large boxset and upfront boxset programme deliveries 
  • Programme Logging – identify part breaks in acquired content according for submission on All4
  • Monitor and deliver our Live-2-VOD delivery solution
  • ‘Locking’/triggering content for transcoding
  • Prepare content ready to launch onto new platforms, and liaise with business stakeholders and third parties to help ensure a smooth transition through launch to BAU
  • Ensure that status for catch-up and archive content is correctly updated

Communication/Troubleshooting
  • Proactive and timely communication with internal and external stakeholders.
  • Liaise with and support internal areas such as VOD Planning, VOD Rights, VOD Compliance and Programme Management teams
  • Field internal and external inquiries and follow up as necessary
  • Troubleshoot any late deliveries of material
  • Action urgent content revokes
  • Plan (create CPIs) when required
  • Build and maintain strong relationships with our syndication platforms, and with internal and external operational and technical teams
  • Provide schedules for when content is being delivered to third parties and internal contacts
  • Field post-delivery viewer queries around video, metadata, image, subtitle, and AD issues 
  • Field enquiries from viewers via the Viewer Enquiries team and follow up as necessary
  • Provide rapid fixes to issues raised by viewers 

Driving Improvement
  • Actively seek to improve workflows, system integration and stakeholder relationships
  • Coordinate VOD delivery projects
  • Actively seek to improve VoD system logic and processes 
  • Work closely with Technical Project Managers to coordinate upgrade/development work
  • Where necessary assist the technical teams with testing, implementation and the creation of any system workflow changes 
  • Work with online engineering team, Project Management and All 4 Operations team lead to rollout system upgrades

ESSENTIAL EXPERIENCE AND SKILLS
  • Excellent written and oral communication skills
  • Very strong attention to detail
  • Operational (or equivalent) coordination experience 
  • Collaborative and self-motivational 
  • The ability to troubleshoot 
  • Experience working with VOD management systems (Be banjo preferable)
  • Experience of working to tight deadlines 
  • Proficient in Microsoft office products, particularly Excel
  • Digital content management experience
  • Experience of working with XML
  • Experience of working with metadata 
  • Understanding of file formats and file-based workflows   
  • High level of communication and customer service regarding content deadlines