Operations Manager – Customer Support Content Production

Operations Manager – Customer Support Content Production Department: Community Operations Team: Community Operations Location: Mexico City, Mexico Type: Full-Time **About the Role** This role owns **end-to-end Knowledge Production for a specific global program or persona**. You are accountable for how knowledge is planned, produced, and maintained for your space — ensuring high-quality, scalable, and efficient delivery across regions. You will act as the **single-threaded owner for production performance**, partnering closely with Global Content, regional teams, and cross-functional stakeholders to ensure execution is predictable, data-driven, and aligned with business priorities. **What you'll do:** ### **Own Knowledge Production for Your Program/Persona** 1. Own the **end-to-end production lifecycle** for your program/persona (intake → prioritization → creation → QA → publishing → BAU). 2. Ensure content delivery is **high-quality, on time, and aligned with policy and user needs**. 3. Act as the **primary point of contact** for all production-related topics within your space. ### **Drive Execution Excellence & Ways of Working** 1. Implement global Knowledge Production standards within your program/persona. 2. Adapt workflows to fit **persona-specific needs**, while maintaining consistency with global practices. 3. Ensure clear **roles, responsibilities, and handoffs** across teams. 4. Identify and resolve execution gaps, inefficiencies, and blockers. ### **Own Intake, Backlog & Prioritization** 1. Manage and triage incoming requests, ensuring **clarity, quality, and prioritization**. 2. Maintain a healthy backlog with clear visibility on priorities, timelines, and trade-offs. 3. Partner with stakeholders to ensure **production feasibility is considered early** ### **JIRA, Tooling & Operational Rigor** 1. Own JIRA hygiene and usage as the **single source of truth** for your program/persona. 2. Ensure accurate tracking of work, SLAs, and delivery status. 3. Identify opportunities to improve workflows, tooling, and automation. ### **Metrics & Performance Management** 1. Own and track KPIs for your program/persona