Job Title: Manager – Client Operations & Digital Signage Monitoring
Department: Client Operations
Reports To: Operations / Client Servicing Head
Location: Kolkata (On-site)
Job Type: Full-time
Job Description
Squad360 deploys and manages digital signage networks — media boxes connected to in-store TVs that run scheduled advertisement content 24/7 across clients’ outlets. We are looking for a Manager to own the day-to-day relationship between the client, our field Operations team, and our Tech team — the single point of accountability for screen uptime, issue resolution, client reporting, and monitoring our portal.
Key Responsibilities
- Bridge Client & Internal Teams: Primary link between the client’s tech/IT team and Squad360’s field Operations team — translating on-ground issues into clear technical requests and technical constraints back into clear language.
- 24/7 Uptime Ownership: Monitor media box and screen health in real time on the Squad360 dashboard by outlet, branch, market, and city, and ensure every display runs the correct content around the clock.
- Issue & Ticket Management: Log, track, and drive service tickets to closure; chase offline or faulty screens with the Operations team using call logs and escalation trails on the portal.
- Client Reporting: Share daily/weekly status reports on uptime, open issues, resolutions, and turnaround times; represent Operations in client reviews and calls.
- Portal Change Coordination: Convert client requests such as new outlets, screens, users, or report fields into precise requirements for the Tech team and verify what ships.
- Root-Cause & Prevention: Spot recurring outage patterns related to connectivity, hardware, and content, and drive preventive fixes and SOPs with Tech and field teams.
- Access & SLA Governance: Manage user roles and permissions with Tech; maintain SLA and escalation matrices with both the client and internal teams.
Candidate Requirements
- Bachelor’s / Master’s degree in a computer-related field – Computer Science, IT, BCA, B.Tech, M.Tech, ML/OR, or equivalent.
- Good working knowledge and hands-on experience of web & app development – React or similar frontends, REST APIs, databases, and dashboards, enough to scope a client requirement and brief the Tech team accurately.
- Proven managerial skills – able to lead and hold the on-ground Operations team accountable for 24/7 uptime.
- 3–6 years of experience in client operations, technical account management, or service delivery – SaaS, digital signage, AV or IT infrastructure monitoring preferred.
- Strong stakeholder management across non-technical field staff and technical dev teams.
- Ticketing / incident tracking and SLA-driven reporting experience.
- Strong Excel / Google Sheets and presentation skills for client MIS.
Platform You’ll Work With
Squad360 Monitor – an in-house dashboard for the digital signage network. It tracks every screen and media box by outlet, branch, market, and city, with call-log history, offline alerts, role-based access, and exportable reports.
You will work with and understand how these pieces fit together and how a client request turns into a specification that Tech can build.
Good to Have
- Familiarity with digital signage CMS and media players.
- Prior experience with retail or QSR store operations.
- Prior experience between a client and a product/engineering team.
Role Structure
The role acts as the bridge between:
- Media Box + TV – at every client outlet
- Squad360 Monitor – cloud dashboard
- Field Operations Team – keeps screens live 24/7
- Client + Client Tech – status, SLAs, portal changes
Pay: ₹60,000.00 - ₹70,000.00 per month
Work Location: In person
