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:
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:
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
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
