Group O

Customer Support

• Receive incoming calls from customers seeking assistance with inquiries, orders, product information, billing questions, account maintenance, or technical support. Provide prompt, courteous, and accurate responses to meet their needs.
• Listen actively to customer concerns, identify the root cause of their issues, and work diligently to resolve problems to the customer's satisfaction. Utilize available resources, tools, and knowledge bases to troubleshoot and address inquiries effectively.
• Build rapport and establish positive relationships with customers by demonstrating empathy, patience, and professionalism in all interactions. Tailor responses to meet the unique needs and preferences of each customer.
• Maintain a thorough understanding of the company's products, services, features, pricing, and promotions. Continuously update knowledge through training sessions, documentation review, and communication with internal teams.
• Assist customers with placing orders, processing returns or exchanges, tracking shipments, and managing account information. Follow established procedures for order entry, verification, and fulfillment to ensure accuracy and efficiency.
• Accurately record all customer interactions, inquiries, and resolutions in the appropriate systems or databases. Generate reports or summaries as required to track performance metrics, trends, and customer feedback.
• Collaborate with other departments, such as sales, marketing, and technical support, to address customer inquiries that require specialized expertise or escalation. Communicate effectively with team members to coordinate efforts and provide seamless support to customers.
• Proactively identify opportunities to enhance processes, procedures, and service delivery methods to improve the overall customer experience. Provide feedback and suggestions for optimizing workflows, tools, or training programs.

Bilingual Customer Service Representative, English/French Canadian

Project Manager

• Design and build end-to-end workflows in Smartsheet, from intake and tracking through execution and reporting
• Configure and maintain Smartsheet automations, including alerts, approvals, update requests, reminders, and conditional logic
• Develop dashboards and widgets to provide real-time visibility for executives, program managers, and team members
• Create and manage cross-sheet formulas, cell linking, and summaries to support advanced reporting and data rollups
• Partner with business and technical stakeholders to gather requirements and translate them into Smartsheet solutions
• Ensure workflows are scalable, maintainable, and follow best practices for Smartsheet architecture.
• Troubleshoot and optimize existing Smartsheet solutions to improve performance and usability
• Document workflows, automation logic, and dashboard designs to support knowledge transfer
• Provide guidance and light enablement to end users as needed

Workflow & Automation Project Manager

Account Manager

• Lead the development, pitching, negotiation, and execution of innovative entertainment partnerships that align with business objectives.
• Develop and oversee go-to-market (GTM) strategies and 360-degree marketing plans for partnerships.
• Scale partnership activations nationally, managing risks, tracking progress, and making trade-offs.
• Manage and reconcile partnership budgets, ensuring efficient resource allocation.
• Drive cross-functional alignment by collaborating with stakeholders and external agencies.
• Oversee day-to-day operations, budgeting, and performance reporting.
• Confidently manage blockers in the campaign process.
• Deliver comprehensive pre- and post-program reports to leadership.

Entertainment Partnerships Manager

Solutions Engineer

• Requirements Translation & Architecture: Partners with business units (Finance, Sales, Ops) to translate vague operational problems into concrete technical requirements and architected solutions.
• Build & Deploy: Architects, prototypes, develops, and deploys supervised agentic workflows and AI tools using Microsoft Copilot Studio, Power Automate, and Azure AI, ensuring solutions are robust and scalable.
• System Integration: Leads the technical integration of AI agents with enterprise systems, specifically Microsoft Dynamics 365 and internal databases, to ensure seamless data flow and process automation.
• Adoption & Training: Serves as the Subject Matter Expert (SME) for agentic AI, driving user adoption by leading technical demonstrations and creating clear documentation for non-technical stakeholders.
• Optimization: Monitors the performance of deployed AI agents, establishing KPIs to track effectiveness and proactively identifying areas for optimization.
• Governance: Contributes to the documentation and refinement of company-wide AI policy, ethical guidelines, and best practices.
• Continuous Improvement: Stays current with the roadmap for Copilot Studio and Azure AI services to continuously improve development techniques and suggest new automation opportunities.

AI Solutions Engineer

Product Marketing

• Develop and execute strategic affinity marketing plans to achieve mutual business goals.
• Create and communicate affinity marketing goals and plans and ensure all level of management are informed on the progress of those goals.
• Build and maintain long-lasting, strong relationships with internal and external partners and collaborating to better understand their business objectives and needs.
• Understand industry-specific trends and landscapes for both DIRECTV and affinity partners to inform the strategic marketing plans.
• Conduct competitive analysis to track and evaluate the positioning of affinity offers from key industry players, identifying trends, opportunities, and strategic shifts to inform brand positioning and campaign development
• Effectively communicate audiences, value propositions, and marketing strategies through presentations and proposals.
• Collaborate with the digital team to develop and maintain analytics reports, providing insights into key performance metrics and identifying actionable levers to optimize campaigns and drive higher engagement and response rates.
• Develop succinct and powerful go-to-market briefs to mobilize cross-functional marketing partners to deliver plans for affinity marketing.
• Lead/own campaign plan of record and workback schedules for affinity marketing campaigns.
• Collaborate with numerous internal stakeholders to ensure seamless affinity marketing execution across all channel/tactics – advertising, paid media, PR, dotcom and other sales channels, legal, brand/messaging, and more.
• 10% of the role may require travel.

Lead Product Marketing Manager – Bilingual

• Develop succinct and powerful go-to-market briefs for all acquisition campaigns, initiatives, and tentpoles across multiple audiences, including Hispanics.
• Lead/own campaign plan of record and workback schedules for assigned acquisition campaigns.
• Drive go-to-market execution and orchestration to ensure strategy consistency and optimization through all channels and for all audiences.
• Work with competitive insights, trends, and substantiation to inform go-to-market plan.
• Collaborate with numerous internal stakeholders to ensure seamless marketing execution across all channels/tactics—advertising, paid media, PR, dotcom and other sales channels, legal, brand/messaging, and more.

Product Marketing Manager

Procurement

• Create and implement sourcing strategies that align with Group O goals and drive cost savings, quality improvements, and supply chain efficiency.
• Identify potential suppliers, conduct thorough evaluations, and select suppliers based on criteria such as cost, quality, reliability, and sustainability.
• Negotiate favorable terms and conditions with suppliers and manage contracts to ensure compliance and mitigate risks.
• Set up and maintain product pricing and terms including, set up items, suppliers, maintaining contracted supplier costs, and sell process in the Enterprise Resource Planning system (ERP)
• Create purchasing quotes along with creating sales quotes for new and current customers.
• Develop and implement risk mitigation strategies to address potential supply chain disruptions and ensure continuity of supply.
• Collaborate closely with internal stakeholders, including procurement, operations, quality assurance, and finance, to ensure alignment and successful execution of sourcing strategies.
• Managing regulatory compliance documentation.