Orb Group is seeking a highly organized, analytical, and detail-oriented Technical Operations & Reporting Specialist to own the preparation, quality, governance, and continuous improvement of recurring client reporting.
This role is responsible for ensuring every report is accurate, complete, professionally presented, and delivered on time. Working closely with Technical Support, Delivery, Product, and Engineering teams, you will gather and validate operational data, analyze performance against client SLAs and KPIs, investigate discrepancies, and communicate reporting results to clients. You will become the subject matter expert for our reporting operations by developing a deep understanding of our technology platforms, client environments, operational workflows, and data sources.
Reporting at Orb is currently a highly manual process involving multiple systems, data sources, and technical workflows. Beyond preparing and delivering reports, you will own the standardization, documentation, quality assurance, data hygiene, and continuous improvement of reporting processes. As our reporting operation evolves, you will play a key role in reducing manual effort, improving consistency, and helping automate reporting wherever possible.
Client Reporting Ownership
Own the end-to-end preparation, validation, and delivery of recurring client reports.
Ensure every report is accurate, complete, professionally presented, and delivered on time.
Manage recurring reporting calendars and proactively coordinate upcoming deliverables.
Perform thorough quality reviews before reports are distributed internally or externally.
Maintain complete ownership of reporting deliverables from initial data collection through final client delivery.
Professionally distribute recurring reports to clients and internal stakeholders, responding quickly and professionally to client questions and coordinating internally to investigate and follow up on discrepancies or inquiries.
Data Collection & Validation
Collect, reconcile, validate, and analyze data from multiple systems and teams.
Review data results and metrics against contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and internal performance targets before reports are shared with clients.
Investigate anomalies, identify potential issues, and collaborate with internal teams to validate findings before reports are shared with clients.
Escalate significant risks, trends, or recurring issues when appropriate.
Maintain high-quality reporting data by performing data cleanup, validation, and normalization, identifying discrepancies, and partnering with internal teams to improve data accuracy, reinforce data entry standards, and prevent recurring issues.
Process Documentation & Standardization
Develop and maintain SOPs, Work Instructions, reporting templates, and process documentation.
Capture process improvements, lessons learned, and operational knowledge to build standardized reporting practices.
Identify opportunities to improve reporting quality, efficiency, and consistency.
Partner with Product, Engineering, and Technical Support teams to automate manual reporting processes wherever possible.
Training & Onboarding
During your first 60–90 days, you'll complete an immersive onboarding program designed to build a strong understanding of Orb's technology, operational workflows, reporting systems, and client environments.
You'll shadow Technical Support Engineers, Account Leads, and Delivery team members, participate in reporting cycles, and learn how operational data is generated, validated, and communicated to clients.
To support this learning, onboarding may include occasional flexibility in working hours, including participation in after-hours activities or on-call rotations alongside the Technical Support team. These expectations are temporary and intended to accelerate learning during your onboarding period.
Required
1–3 years of experience in technical operations, reporting, business operations, customer support, data analysis, or a similar operational role.
Strong analytical and problem-solving abilities.
Exceptional attention to detail and commitment to accuracy.
Strong organizational and time management skills.
Advanced Microsoft Excel skills.
Strong written and verbal English communication skills.
Ability to manage multiple recurring deadlines simultaneously.
Comfortable working with technical teams and learning technical concepts.
Ability to quickly learn complex technologies, operational workflows, and reporting processes.
Professional, proactive, curious, dependable, and accountable.
Preferred
Understanding and exposure to the broadcast or entertainment industry or similar clients
Experience preparing client-facing operational or technical reports and communicating with clients regularly.
Experience with SQL or basic database concepts.
Experience with Power BI, Tableau, Looker, or similar reporting tools.
Experience working with ticketing or service management platforms.
Experience documenting operational processes or creating SOPs.
Exposure to workflow automation, scripting, or low-code automation platforms.
We're Looking For Someone Who...
Can be given a problem and figure out the solution on their own.
Never misses a deadline.
Takes complete ownership of their work without constant follow-up.
Notices inconsistencies that others overlook.
Enjoys solving messy operational and reporting challenges.
Wants to understand the technology behind the reports, not just generate them.
Is naturally curious and enjoys learning complex systems and technologies.
Documents knowledge so processes become repeatable and scalable.
Continuously looks for ways to improve efficiency through standardization and automation.
Thrives in fast-paced, client-focused environments where quality and reliability matter.
Displays technical aptitude and understanding around things like uptime, SLAs, live and file based media workflows, incidents and root cause analysis, ticket lifecycles, etc.
Success in this Role
Within your first 6 months, you will have:
Achieved consistent 100% on-time delivery of all assigned client reports.
Established yourself as the trusted owner of reporting operations for assigned clients.
Built a deep understanding of Orb's technology platforms, operational workflows, and client reporting requirements.
Standardized and documented reporting processes through comprehensive SOPs, Work Instructions, and reporting standards.
Reduced reporting errors through stronger validation and quality assurance practices.
Improved reporting efficiency through process improvements and automation initiatives.
Increased visibility into SLA and KPI performance by proactively identifying issues before reports are delivered.
Reduced reliance on tribal knowledge by creating scalable, repeatable reporting processes.
Become a trusted operational partner to Technical Support, Delivery, Product, and Account Management teams.
At Orb Group, you’ll get an exciting challenge at an entrepreneurial and global company, where we believe that high job satisfaction is the basis for personal achievement. You will be surrounded by colleagues who are committed to helping each other grow. We are open-minded, receptive and strive for honesty and integrity.
We believe our people and our work make the difference for our clients and their audience. With us, you get to work with market-leading brands and exciting customers who will challenge you, and you, them.
Expected salary: 24k-35k MXN monthly, dependent upon skills and experience.
Meet Orb Group. We are an independent global specialist in production and content marketing from inception to delivery, powered by technology and fueled by creativity. We have multiple global offices and 100+ colleagues worldwide, but we work as one team. We’ve partnered with some of the world’s biggest and most innovative and recognizable brands, including Ikea, Dyson, Absolut, Netflix, CBS, Polestar, Lego and PBS. Just to name a few.
Let's craft better stories. Join us!
Orb Group provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
