Chief Operating Officer - Digital Media

Role Overview:

The Chief Operating Officer (COO) will lead the operational backbone of Company, ensuring seamless delivery across digital product operations, content workflows, monetization processes, customer lifecycle management, and organizational scalability. The COO will be a transformation leader, execution driver, and strategic enabler of growth.

Key Result Areas (KRAs):

End-to-End Operational Excellence

- Ensure seamless execution of all digital operations including content lifecycle (ingest, QA, publish), OTT platform uptime, and cross-platform delivery.

- Streamline workflows across product, technology, content, and marketing teams for faster time-to-market and quality assurance.

- Monetization Operations & Revenue Optimization:

- Oversee digital monetization infrastructure including ad operations (SSPs, programmatic), subscription fulfilment (SVOD/AVOD), and payment systems.

- Drive pricing models, churn reduction strategies, and partnerships to enhance ARPU and LTV.

Customer Experience & Retention:

- Own end-to-end user lifecycle ops: onboarding, support, engagement, retention, and feedback loops.

- Build CRM systems, CX automation tools, and real-time escalation matrices to ensure consistent, high-quality user experience.

- Data-Driven Decision Making & KPI Governance

- Establish dashboards and reporting frameworks to track KPIs across content performance, user metrics, platform uptime, and revenue goals.

- Enable real-time business intelligence for agile decision-making and predictive operations.

- Strategic Planning, People & Cross-Functional Leadership

- Co-own business planning, budgeting, and annual operating plans (AOP) with the CEO and CFO.

- Lead cross-functional collaboration across Product, Tech, Content, Marketing & Customer Service teams.

- Build a high-performance culture through structured org design, goal setting, and execution rhythm.

Experience:

- 15+ years of progressive experience in digital media, OTT, broadcasting, or technology-driven consumer businesses.

- 5-7 years in a senior leadership/COO/Operations Head role in a high-scale digital or media-tech environment

Proven experience in:

- Leading operations for a digital platform (OTT, e-commerce, or B2C tech product)

- Managing large cross-functional teams across product, tech, content, and customer experience

- Driving revenue operations across both advertising (AVOD, programmatic) and subscription models (SVOD, freemium)

- Setting up data-driven operational systems and KPI dashboards for real-time performance management