Description

Position Overview

The iTunes Lead Operator creates and edits content metadata, packages assets, and delivers files to various distributors as assigned for the Delivery Team. This includes downloading or retrieving customer provided metadata packages, editing XML, running scripts and otherwise manipulating the metadata as needed to create a final package that accurately describes the content and can be packaged and uploaded to a customer site. The iTunes Lead Operator should focus on ensuring that Tier 2 and Tier 1 Packaging Operators have all resources and materials required in order to excel at their roles and responsibilities. ITunes Lead Operator act as the team leader and therefore should maintain their deep knowledge of all departmental workflows.

Primary Responsibilities

• Creation and verification of XML documents for multiple vendors on a per order basis.
• Packaging of metadata, artwork and physical elements per iTunes specifications.
• Gathering missing metadata from internal and external sources.
• Logically analyze and fix failed metadata and images submissions.
• Utilize and monitor production database, inputting data as necessary to track progress.
• Operation of computer systems with various operational tools and data management software.
• Follow data management procedures to ensure all team members can access accurate and timely information on element status, location and history.
• Maintain extensive, current and accurate understanding of all work-in-progress initiated in the Content Prep and Delivery departments.
• Must effectively analyze and communicate information to resolve issues and concerns as they arise.
• Maintain a positive team relationship through both written and verbal communication, as well as accurately fulfilling needs and resolving problems accurately, on time, with high quality.
• Creation, maintenance and distribution of standard operating procedure documentation.
• Workflow analysis and optimization.
• Creation, maintenance and distribution of training documentation and training sessions with Packaging operators.
• Creation, maintenance and distribution of quality control documentation and policies.
• Testing new tools, workflow procedures or processes before integration into the Packaging department.
• Complete additional content prep department duties as assigned.

Focus

• Optimizing Packaging workflows and procedures. 
• Direct coordination with departmental management.
• Representation of the Packaging department to other Deluxe departments or facilities. 
• Creation and maintenance of Standard Operating Procedure documentation for all workflows.
• Availability for Tier 1 and Tier 2 operator feedback or questions.

Key Deliverables – Describes the expectations of the role

• Provide timely accurate, professional and responsive support, verbally and via email, to internal and external customer/clients to resolve all issues reported and take proactive steps to prevent the conflict/problem from reoccurring.
• Possess thorough understanding and working knowledge of the main systems used daily; Microsoft Office (Outlook, Word, Excel) XML editors, and other web based programs/proprietary tools used to perform job daily.
• Provide accurate hand-off/transitions to the oncoming Delivery Support associates regarding hot issues. The information must be clear and concise with any additional details highlighted in notes in order and/or incident. 
• Responsible for updating and reporting problems that rise with distressed key and or content orders by communicating via creating or updating incidents and email advisements. This involves problem solving through precise documentation and effective follow up.
• Ability to generate required reports from the Deluxe systems as well as read and interpret information.
• Monitor outbound, returning or redelivering content orders with tracking systems.
• Communicate problems and solutions. Must have ability to make sound judgment when dealing with exceptions, distressed deliveries and must have the skill to determine action to be taken that is appropriate for the situation; must be able to prioritize instantly to prevent late deliveries. 
• Provide feedback and suggestions to management for improvements and system enhancements.
• Provide Delivery Support calls and assist with inbound/outbound calls for client representatives when needed.

Leadership and Influence – Describes the impact this role has on the company and organization strategy, work methods, decision making and results

• Maintain a high level of confidentiality of Deluxe and customer/client sensitive information.
• Must be organized, reliable, conscientious, flexible, and skilled at multi-tasking, work effectively under pressure and possess strong organizational and interpersonal skills.
• Must demonstrate positive attitude, able to handle self professionally in a high stress situation, project self as a team player.
• Must have the ability to accept and manage change and provide process improvement, cost saving and customer satisfaction suggestions. 
• Possess strong decision making and problem-solving skills.