Machines that Move Us.
People who Inspire Us.
Stories that Drive Us.
About Us
MotorTrend Group is the largest automotive media company in the world. MotorTrend Group, a Warner Bros. Discovery company, brings together MotorTrend TV and a vast automotive digital, direct-to-consumer, social, and live event portfolio, including MOTORTREND, HOT ROD, ROADKILL, AUTOMOBILE and more than 20 other industry-leading brands. With a monthly audience of 26 million across web, TV and print, and 110 million social followers, culminating in 1.3 billion monthly impressions across all platforms, MotorTrend Group encompasses television's #1 network for automotive fans, a leading automotive YouTube Channel and MotorTrend+, the only subscription streaming service dedicated entirely to the motoring world. MotorTrend Group serves to embrace, entertain and empower the motoring world.
An institution in the automotive industry, we have been delivering premium content, in-depth analysis, and culturally relevant material since 1949. We celebrate our heritage while boldly looking to the future — reimagining motor entertainment for a broader, more diverse audience. MotorTrend Group has remained ahead of the automotive world and developed the single most relevant resource for any auto enthusiast and in-market shopper.
The people who work at MotorTrend embody the passion of our content, and wake up every day intent on embracing, entertaining, and empowering the motoring world.
The Role
Job Summary & Responsibilities:
The Product Operations Specialist (full-time) will be a fixer that can work to keep our Product working. They are an innovative and creative person who is tech-savvy and can pick up new tools and skills quickly. Essential duties and responsibilities include but are not limited to:
Customer problem management including escalating to Product and Tech teams
App Review responses and analysis
System configuration and metadata maintenance
Cross functionally collaborates and provide input from the Voice of the Customer
Provide product input on feature requests to increase our publishing throughput
Independent investigation and resolution of configuration issues
Supervisory Responsibility:
This position may include supervising one or more employees and outsourced staff where applicable. Supervisory responsibilities include but are not limited to:
Provide consistent training, support, and mentorship to support agent team
Fairly and consistently ensure compliance with company policies and procedures
Education/Experience:
Bachelor's degree or equivalent experience
Knowledge, Skills, & Abilities:
Problem management experience, with a sense of urgency to resolving business impacting issues and clearly report on status to key stakeholders
Technical skills to be able to review HTML and update CSS
Expertise with our metadata & content taxonomy
Ability to use our publishing tools (Curator, Webiny CMS, & Ceros) to service content needs by stakeholder teams
Collaborate with stakeholders including creatives to create pages quickly
Work with Product on learning new features or changes to publishing tools
QA monitoring of Customer Care agents and retraining as needed
Manage and troubleshoot system configuration including Sonic Legal text, Site Builder, transactional email templates, offers & campaigns
Support ticketing and related workflows and configuration
Support articles and help center design
Perform user audits for our app store accounts
Use SQL to access Redshift DB for reporting on regular (refund reporting) and ad hoc data (find accounts that meet the criteria of an investigation)
Physical Requirements:
The ability to sit for prolonged periods of time and view computer screen.
Equipment/Software Used:
Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
Webiny & Page Builder
Ceros
Sonic (UMS, VMS, and Site Builder)
App stores: Amazon, Apple, Google, Roku
SQL
Excel and/or Google Sheets
Be able to use formulas and perform data analysis and visualization
Apptentive
PagerDuty
ViralSweeps
New Relic
Grafana
GitHub
Kibana
Work is performed in an office environment that is well lit and ventilated.
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