Client Operations & Digital Signage Monitoring Manager

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