Context

SkillCorner delivers advanced football, basketball and American football data products to professional organizations.

Our operations team is responsible for ingesting match data (e.g. video and metadata) into our production systems, often under tight time constraints and in direct interaction with clients. Operations can also take on other work that extends our capabilities when we cannot effectively automate.

The current setup includes:

• ~20–25 freelance operators

• 3 full-time team members

As we scale, the key challenge is to move from an adaptive, person-dependent model to a structured, reliable, and high-performance operational system.

---

Role

You will be responsible for building a predictable, scalable, and high-quality operations system.

This role is not about doing the work yourself, but about ensuring:

• consistency of execution across operators

• reliability under time pressure

• high service standards in client interactions

---

Team & Current Setup

The operations team includes ~20–25 freelance operators supported by 3 full-time team members.

This structure is expected to grow significantly as volumes increase and as we expand coverage.

We are also heading toward 24/7 operations across continents, which will require a more robust, scalable team model.

An initial management structure is already in place, including an operations lead.

The objective of this role is to bring structure, rigor, and scalability to this existing setup, by:

• formalizing processes

• enforcing quality standards

• improving reliability and consistency at scale

---

Key Responsibilities

1. Operational System & Standards

• Define and enforce clear operational processes (SOPs)

• Standardize workflows across all operators (freelance and internal)

• Ensure consistency of output regardless of who executes

2. Quality Control & Reliability

• Design and implement multi-layer quality control systems

• Reduce errors, rework, and variability

• Ensure reliable execution under tight deadlines

3. Team Structure & Management

• Manage a distributed team of ~20–25 freelancers

• Design a scalable team structure for future growth (shifts, time zones, layers of ownership)

• Define roles, responsibilities, and performance expectations

• Identify capacity gaps (volume, time zones, skills)

• Decide when and how to hire freelancers or full-time staff

• Plan onboarding, training, and integration to ramp efficiently and maintain quality standards

4. Performance Management

• Define and track key operational metrics (quality, speed, reliability)

• Monitor individual and team performance

• Continuously improve team composition (scale top performers, address low performers)

5. Delivery & Reactivity

• Ensure fast and predictable turnaround times for match ingestion and delivery

• Manage prioritization under time pressure

• Anticipate and mitigate operational bottlenecks

6. Client Interaction

• Ensure high-quality, responsive communication with clients

• Structure how inputs (e.g. match videos) are received and processed

• Reduce friction and ambiguity in client interactions

7. Continuous Improvement

• Identify weaknesses in the system and address root causes

• Work closely with Product and Engineering to improve tooling and workflows

---

What You Are NOT Responsible For

• Building technical systems yourself (e.g. scripting, pipelines)

• Acting as a pure project coordinator

• Managing tasks at a micro level

Requirements

• 5+ year Experience managing operational or production teams (10+ people, ideally distributed or freelance)

• Strong track record in improving operational quality and reliability

• Experience designing and implementing processes, standards, and QA systems

• Ability to manage performance through metrics and data

• Experience working in time-constrained, delivery-driven environments

• Ability to work effectively with technical teams without being deeply technical

---

Key Skills

• High level of rigor and attention to detail

• Strong sense of ownership over delivery quality

• Structured thinking and system design mindset

• Ability to enforce standards and drive change

• Calm and effective under operational pressure

---

Success (First 6 Months)

• Clear and documented operational processes in place

• Measurable reduction in errors and rework

• Improved consistency across operators

• Faster and more predictable delivery times

• Increased trust from Product, Sales, and Customer teams

• Clear visibility on operational performance

---

Profile We Are Looking For

We are not looking for a coordinator.

We are looking for someone who can turn a human-based operation into a reliable system,

while maintaining speed and high service standards in a client-facing environment.