Production Support Specialist

Contract type: Freelance, with opportunities for extension/conversion depending on business needs
Location: EMEA region, working hours: 9AM-6PM (UTC+1)
As a Production Support Specialist, you will provide real-time production support across promotional AV and artwork workflows, helping ensure production workflows run smoothly, and issues are identified and resolved efficiently.
You will support the team of Production Planning experts to maintain AV and artwork practice for promotional campaigns.
You will step into very mature AV and artwork workflows that help enable creation of global promotional materials on a title-by-title level.
Other responsibilities include using their expertise to maintain best practices, troubleshooting issues, and communicating effectively and efficiently with clients and other stakeholders.
You will keep an eye on various production threads and make sure that each step of the workflow is followed correctly and help ensure that any missteps are corrected in a timely manner.
You will also be in charge of identifying, capturing, and presenting trends in your assigned region to the Production Planning team.
WHAT YOU'LL DO Workflow Oversight
Provide proactive and reactive support across production workflows to identify workflow exceptions, resolve issues where possible, and escape more complex or persistent issues to the appropriate teams
Troubleshoot access or workflow issues directly with internal stakeholders and external partners
Own the intake, tracking and follow-through of workflow escalations, ensuring issues are accurately documented and progressed towards resolution.
Maintain strong awareness of regional and promotional AV challenges and ensure appropriate issues are surfaced and escalated.
Lead workflow pilots, help inform KPIs, measure performance and share learnings
Implementation of new workflows and optimizations from successful pilots in collaboration with Production Planning team
Workflow Education
Support regional stakeholders in understanding workflows, sharing learnings, reinforcing best practices and identifying areas where additional guidance or training is required
Workflow Documentation
Keep workflow and escalation documentation up to date
Support the creation of workflow documentation when required
Contribute to reporting on workflow health, recurring issues and opportunities for improvement
Own the intake, tracking and follow-through of production workflow escalations, ensuring issues are accurately documented, prioritized and driven toward resolution
Workflow Analysis & Optimization
Analyze escalation and workflow data to identify recurring issues, trends and opportunities for optimization
Investigate root causes and work with Production Planning to develop practical solutions.
Support workflow pilots and optimization initiatives, helping measure performance, capture learnings, and implement approved improvements.
WHAT YOU NEED Minimum 5 years of experience in production for promotional creative.
Experience with AV Post-Production and artwork production workflows.
Operational management within or working with an agency.
This person needs to understand the inner dynamics of how creative is built, and where efficiencies can be made.
Experience distilling and articulating complex workflow steps and requirements in ways that stakeholders and partners can understand.
Experience optimizing asset management systems - or similar tools to propagate and track assets through an operational workflow.
A trained eye for discovering and identifying new ways to supercharge workflows.
Demonstrated ability to take ownership of a region, work across multiple stakeholders, and navigate differing perspectives to find practical solutions and drive alignment.
Proficiency with project management and workflow management tools
A proactive approach to learning new tools and systems, with the ability to self-teach, explore beyond standard training and develop deep expertise that can be shared with others
Understand, advocate, and embody the company's values and team goals.
WHO YOU ARE You are a problem-solver who's able to identify, facilitate, and resolve different issues on each project and the needs of the team.
You thrive in a fast-paced and demanding environment, possess a high level of intellectual curiosity, and demonstrate strong judgment in the face of ambiguity.
You are an avid user of both your left and right brain.
If you live and breathe global entertainment and geek out at the thought of bringing complex stories to the world at the intersection of art and science, then we want to talk to you.
You desire to be scrappy and continuously strive to do more with less.
You possess a "can do" attitude coupled with a strong commitment to integrity.
You have an ownership mentality and propensity to take respon