Sr. Business Transformation Manager

About the position

The Business Transformation (BT) Manager plays a critical role in ensuring seamless post-launch partner support, maintaining high operational standards across streaming service integrations. You will focus on operational execution, issue resolution, data-driven performance tracking, and process optimization to sustain long-term partner success. You have a technical understanding of the digital supply chain, including content delivery workflows, metadata structures, issue debugging, and automation. You will be the primary operational liaison between our teams and external partners, driving issue remediation strategies and performance enhancements at scale.

Responsibilities

• Be the primary operational contact for partners post-launch, ensuring on-time delivery of hundreds of media components per week.
• Establish efficient remediation workflows to resolve partner issues quickly, tracking insights to fuel larger reporting needs and KPI development.
• Diagnose and troubleshoot digital supply chain issues related to content ingestion, metadata discrepancies, rights, and availability errors.
• Manage out-of-band urgent requests, providing rapid response and resolution while identifying long-term solutions.
• Oversee issue escalation, mitigation, and resolution processes, ensuring transparency and accountability across teams.
• Identify process automation solutions to reduce manual intervention in content operations.
• Use data-driven insights to improve pipeline efficiency, partner Service level agreement performance, and content availability.
• Work with Engineering, Product, and Operations teams to improve tooling, metadata workflows, and partner-facing integrations.
• Document best practices and contribute to strategies and SOPs to improve partner support operations.
• Track, and interpret partner performance data, identifying trends to improve content pipeline efficiency on a quarterly basis.
• Develop operational dashboards mechanisms to surface insights for partner health and issue resolution trends.
• Provide reporting and insights for Quarterly Business Reviews (QBRs), highlighting content performance, issue resolution impact, and areas for improvement.
• Collaborate with Senior PMs and Business Transformation leadership to define key KPIs that measure post-launch operational success.
• Maintain relationships with other teams (Engineering, Product, Content Operations, Metadata, Programming, PMO, Legal, Marketing, etc.) to guide efficient cross-team workflows.
• Partner with external distribution partners to agree on content pipelines, Service level agreement expectations, and platform-specific optimizations.
• Be the bridge between technical and business teams, ensuring operational risks, system enhancements, and partner impact.

Requirements

• 8+ years of experience in Partner Operations, Content Operations, or Digital Supply Chain Management within the streaming, media, or entertainment industry.
• Technical proficiency in content delivery workflows, media asset management (MAM/DAM), and metadata structuring.
• Experience with escalation management, issue resolution, and debugging content pipeline failures.
• Hands on experience in data analysis using Excel, Looker, Tableau, or SQL.
• Familiarity with XML, JSON, API integrations, and automated content processing workflows.
• Experience documenting and communicating technical issues across Engineering and non-technical partners.
• Experience working with global distribution partners (Google, Roku, Apple, Yandex) and understanding of territory-based content licensing and localization workflows.
• Inclusive, global mindset with a strategic approach to long-term operational improvements.
• Experience with rights management, content windowing, and international media distribution.
• Knowledge of cloud-based content workflows (e.g., AWS Media Services, Google Cloud, or similar).
• Exposure to process automation tools (e.g., Airtable, Zapier, Python scripting for workflow optimization).

Benefits

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance.
• Health Saving Account HSA program.
• Health care and dependent care FSA.
• 401(k) plan, with employer match.
• Employer paid commuter benefit.
• Support program for new parents.
• Pet insurance and some of our offices are pet friendly!