Jesse Iden
OPERATIONS DIRECTOR — GLOBAL CONTENT & QUALITY OPERATIONS
I build and scale global content operations, vendor programs, and quality systems for streaming and entertainment companies — bringing structure to complex, ambiguous environments across 50+ countries.
About
I'm an Operations Director with over a decade of experience building and scaling global content operations, vendor programs, and cross-functional initiatives across streaming, media, and entertainment. My work centers on bringing structure to complex, ambiguous environments: designing operating models, launching new capabilities, and leading distributed teams and partner ecosystems across more than 50 countries.
Most recently, that's meant directing global Quality Control for Netflix and other clients — owning departmental KPIs, quality governance, and executive reporting while partnering with Engineering, Production, Client Services, and Compliance to keep high-volume programs balanced across quality, speed, risk, and scale.
Experience
- Lead IDC's global Quality Control organization, setting operational strategy, quality standards, and scalable management systems.
- Direct global quality operations supporting Netflix and other clients across multiple service lines and vendor partners, supporting 100+ specialists in 50+ countries.
- Own departmental KPIs, quality governance, and executive reporting, partnering with Executive Leadership, Engineering, Production, Client Services, and Compliance.
- Lead quality investigations and root-cause analysis, translating operational issues into corrective actions and scalable process improvements.
- Architected and scaled global operating frameworks — onboarding, readiness, training, performance management, and governance — enabling growth from 10 to 100+ vendors across 50+ countries.
- Managed end-to-end delivery for two global Netflix content operations programs, overseeing 100+ specialists across 50+ countries.
- Designed automated workflows using Google Workspace APIs and Python, cutting processing time from weeks to hours and improving data accuracy.
- Owned partner performance metrics, SLAs, KPIs, and vendor governance across 100+ global partners, including full lifecycle management from onboarding through commercial reporting.
- Coached and developed a team of three direct reports.
- Managed global content operations for major and independent record labels, overseeing metadata governance, digital release workflows, and worldwide distribution — including Grammy Awards submission production.
- Performed technical quality control on Blu-ray, DVD, and streaming assets, coordinating issue resolution across editorial, engineering, operations, and client teams.