Content Operations Specialist

An experienced Content Operations Specialist is required to proactively and efficiently manage support queues, as well as to organise and execute distribution priorities across the organisation. This position demands exceptional attention to detail and a methodical, process-oriented approach. The successful candidate will be expected to adopt a hands-on attitude to ensure the timely completion of operational tasks, while also maintaining a strategic, long-term perspective to enhance and streamline departmental processes. The role encompasses a broad range of music genres.

This is a unique opportunity to play an integral part in a fast-evolving and vital area of the business. As a member of the operational team, the postholder will collaborate closely with music leads and cross-functional teams — including technical, marketing, and business departments — to plan and coordinate releases, ensuring they are correctly configured and launched without issue.

Scope of Work

• Review and approve metadata and assets for designated rosters on a daily basis.
• Provide prompt and effective support to artists and partners via Zendesk, resolving issues, ensuring adherence to tagging standards, and liaising with team leads to implement necessary updates.
• Manage the distribution of high-quality metadata, files, and assets through content reviews, delivery workflows, and relevant technical systems.
• Maintain and update internal documentation regularly to ensure all information remains accurate, current, and comprehensive.

Key Responsibilities

• Monitor artist support queues and triage cases in accordance with internal case-handling protocols.
• Manage Zendesk tickets efficiently, reassigning them to the appropriate team members as required.
• Conduct quality control checks and deliver all assets, audio files, and metadata accurately to all DSPs via delivery platforms.
• Deliver Atmos and Motion files within one to two business days, subject to priority.
• Troubleshoot across multiple systems to identify and resolve root causes of issues.
• Continuously refine and improve operational documentation and processes.
• Produce reports and analytical insights across various business areas as required.
• Respond to artist support tickets within 24 hours and ensure resolution within three business days.

Qualifications and Experience

• Proven project management and analytical skills, with the ability to plan, prioritise, and execute complex tasks across multiple teams, anticipating challenges, meeting deadlines, and achieving high-quality results under tight time constraints.
• Sound understanding of music metadata standards and asset delivery requirements.
• Demonstrable experience in support desk operations, issue triage, technical troubleshooting, and quality assurance.
• Proven ability to manage and deliver multiple complex requests concurrently.
• Experience in documenting process workflows, creating schedules, and analysing data to support operational improvements.
• Strong technical acumen and the ability to contribute effectively to discussions on process optimisation and system enhancement.
• Excellent organisational, interpersonal, and written and verbal communication skills.
• Adaptable, professional, and composed, with the ability to manage competing priorities and maintain a high standard of performance in a fast-paced environment.