Manager, Account Operations - L50

ICP•Atlanta, GA

About The Position

The Manager, Account Operations plays a pivotal role in providing the necessary operational structure and guidance that allows our practitioners to focus on tactical day-to-day task execution required to deliver with excellence. This position is responsible for the delivery and maintenance of client-facing account work, including satisfying contractual agreements per terms of SOWs, meeting SLAs, quality assurance, and ensuring process improvement. By focusing on maintaining processes, best practices, and establishing reporting and metrics, across all client projects, the Manager, Account Operations ensures high-quality service delivery and achievement of key milestones and metrics. By facilitating open communication amongst cross-functional stakeholders including setting and maintaining expectations, Manager ensures delivery of agreed upon outcomes on time, and on budget. The Manager, Account Operations is responsible for partnering with our dynamic, client-facing teams who are engaged in various operational and content-related activities. This role supports a portfolio of global companies where leadership, customer service, process adherence are crucial. The primary focus will be on leading a cross-functional account team in the achievement of project objectives and business-related outcomes to ensure seamless day-to-day BAU (business as usual) operations, ongoing management of resources and risks and issues, as well as maintenance of standard operating and reporting documents. The role requires effective operations management, project management leadership, strategic thinking, tactical execution oversight, and excellent communication skills. A proficient and inclusive leader, the Manager, Account Operations fosters achievement of objectives while balancing and maintaining a people-centric focus. Leading by example, they exhibit exceptional client-facing skills and service across various scenarios, ranging from day-to-day project operations to handling complex issues and proactively mitigating risks and challenges as they arise. By infusing ICP core values of Curiosity, Collaboration, Adaptability, Focus, Creativity, Trust, and Inclusivity into their leadership approach, they will not only achieve success in this role but also contribute to the positive culture and growth of the organization. This role reports to the Sr. Manager, Account Operations Must be able and willing to collaborate across time zones to accommodate our global clientele and delivery teams.

Requirements

Requires a BA/BS and a minimum of 5-7 years' experience in Operation or Project Management, marketing operations and technology, digital commerce and/or creative technologies or related field, including a minimum of 5 years’ experience in a client-facing agency or consulting role.; or any combination of education and experience, which would provide an equivalent background.
Experience in developing platforms for internal processes
Understanding of Business Process / Business Process Mapping.
Experience in coaching project team members
Proficiency with Project Management Software & Microsoft Excel
Knowledge of content management systems and platforms
Strong communication skills, both verbal and written, with effective presentation skills
Familiarity with agile methodology
Must have acute attention to detail
Creative Operations experience
Basic technical and operational knowledge across various industry segments
Creative problem-solving mindset and a deeply curious nature
Ability to clearly articulate complex technical situations / ideas and lead discussions with clients, colleagues, and leadership
Ability to adapt to evolving client needs, industry trends, and internal processes
Strategic thinking
Emotional intelligence
Excellent time management skills
Ability to remain flexible in a fast-paced environment

Nice To Haves

Experience with Digital Asset Management (DAM); Workflow Management; or MRM platform preferred.

Responsibilities

Identify opportunities for process optimization to streamline workflows, enhance efficiency, and effectiveness.
Oversee daily account operations for all assigned workstreams.
Partner with Sr. Manager, Operations Management to develop, enhance, document, and manage operations processes, SOPs, toolkits, and best practices.
Support in development and implementation of quality assurance processes.
Find continuous improvement opportunities within current processes.
Ensure activities remain on time and within scope and budget.
Manage resourcing; raise resourcing concerns or constraints to key ICP account team leadership including Client Partner, to ensure the appropriate operating model and resources are in place to deliver with excellence.
Oversee collection and analysis of pertinent data to ensure SLAs + KPIs are being met and measured consistent with client expectations.
Responsible for reporting on account status.
Make strategic recommendations to Client Partner team regarding areas of opportunity for account growth based on data and observation.
Partner with cross-functional team members to improve tools and processes
Maintain open and proactive communication with internal and client stakeholders and cross-functional team leads to ensure proper account operations
Lead, motivate, and support a team in a fast-paced environment
Provide QA for all workstreams
Provide support for client platforms
Create and enforce content governance & quality / compliance checks to include qc of systems process, workflow alignment and the wider and appropriate use of the tool for the client business.
Support production of process, content and platform insight, analytics, satisfaction & improvement programs reporting on system usage and process engagement and making appropriate recommendations for continuous improvement.
Implement programs and processes to help clients get more value from their technology platforms including (but not limited to) – optimising user set-up and configuration, assisting with personalisation, providing best practice and power-user support