Job Overview:
We are seeking an experienced operations leader to serve as the operational engine for our large, multi-account digital-media services organization. Reporting to the Business Unit Head, you will be accountable for day-to-day delivery, service levels, quality, operating rhythm, and the workforce discipline crucial for predictable and efficient operations. This role is ideal for someone passionate about not just maintaining but continuously improving a high-performance delivery machine.
About the Team
You will join a dynamic and high-performing operations team dedicated to optimizing the delivery of digital media services for global clients. Our team thrives on innovation, efficiency, and a commitment to exceeding client expectations in a fast-paced environment.
Key Responsibilities
- Own and drive delivery performance, service levels, and quality across all assigned accounts within the digital media services portfolio.
- Lead and implement strategic organization design and operating model improvements to enhance efficiency and scalability.
- Manage span-of-control, foster talent development, and oversee people-development programs across the operations team.
- Take full ownership of capacity planning, utilization rates, and comprehensive resource management strategies.
- Standardize and optimize the operating cadence, including review mechanisms, escalation protocols, and reporting frameworks.
- Partner effectively with capability teams to drive automation initiatives and elevate overall service quality.
- Implement best practices for continuous improvement in all operational processes and workflows.
- Ensure strict adherence to compliance and regulatory standards within all delivery operations
Qualifications
- 12-15 years of progressive experience in large-scale services delivery operations, preferably within digital media or a similar domain.
- Proven track record of successfully running a sizeable multi-account delivery organization.
- Demonstrated expertise in organization design and implementing operating model improvements.
- Strong command of delivery metrics, workforce management principles, and utilization optimization.
- Exceptional ability to manage escalations and stakeholders with a calm, structured, and diplomatic approach.
- Flexibility and availability to ensure effective global time-zone overlap for seamless collaboration.
- Proficiency in advanced analytics and reporting tools for operational insights and decision-making.
- Strong leadership capabilities with a focus on team development, performance management, and mentorship. Excellent communication, presentation, and interpersonal skills, capable of influencing across all levels.
- A Bachelor's degree in Business Administration, Operations Management, or a related field.
