Support Specialist, Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Ensure comprehensive technical delivery of top-tier experiences across our local news digital platforms.

• Serve as the subject matter expert on essential systems that support FTS news products, including CMS, VMS, live scheduler, and innovative AI-driven tools.

• Proactively monitor key system dashboards to identify and prevent issues before they affect our markets.

• Assist with User Acceptance Testing in collaboration with internal product and engineering teams.

• Collaborate with teams across all 17 television markets to troubleshoot technical issues and uphold a consistent, high-quality digital presence nationwide.

• Act as a liaison between technical teams and stakeholders, ensuring everyone is informed, aligned, and unblocked.

• Gather user feedback and provide insights to product owners to guide roadmap prioritization.

• Offer after-hours on-call support to guarantee service continuity for critical issues.

• Actively utilize and advocate for AI tools (such as LLM assistants, prompt-based workflows, and automation platforms) to enhance support speed and quality.

• Identify repetitive or manual processes that can be optimized through AI, ensuring to prototype and document solutions.

• Work with the AI Enablement team to pilot new tools, share insights across markets, and help scale successful initiatives.

• Stay updated on AI advancements relevant to digital news operations and introduce emerging tools to the team.

• Develop, maintain, and refine SOPs that enhance user satisfaction and streamline content workflows.

• Create clear training materials and documentation that enable market teams to self-serve and confidently adopt new tools.

• Foster a culture of continuous improvement, consistently seeking better methodologies.

⛳️ Requirements

• Minimum of 3 years in digital operations, technical support, or a closely related field.

• Practical experience with content management systems and digital publishing workflows.

• Proven ability to leverage AI tools (such as ChatGPT, Claude, Copilot, or similar) to enhance productivity and address challenges.

• Excellent written and verbal communication skills, capable of explaining technical issues to non-technical audiences.

• Experience in developing, optimizing, and publishing content, including news, across digital and social platforms.

• Understanding of SEO best practices, video publishing workflows, and live streaming.

• Proficient in digital analytics and QoS tools; experience with Conviva, DataDog, and Adobe Analytics is an advantage.

• Familiarity with AI prompt engineering, workflow automation tools (such as Zapier, Make, n8n), or basic scripting knowledge.

• Experience with Slack-based operations, project management tools (Jira, Asana), or administration of internal tools.

• Capacity to thrive in a fast-paced news environment where priorities can shift rapidly and speed is essential.

• Eagerness to learn and explore new tools and technologies.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Insurance options.

• 401(k) plan.

• Paid time off.

• Additional benefits in accordance with applicable plan documents.