Manager, Creative Operations

Citizens • Westwood, MA

8h • Hybrid

About The Position

Greenhouse is Citizens’ in-house creative agency—built to support our enterprise and drive our business. We partner across marketing, product, and line-of-business teams to deliver integrated, high-quality creative that moves at the speed of today’s environment while elevating the brand. Our model connects strategy, account leadership, creative, media, and production into a single, collaborative ecosystem—enabling smarter prioritization, greater efficiency, and stronger work. We’re focused on integration, speed and rigor, productivity and delivering creative that performs.

Creative operations is the hub of the Greenhouse engine. Help shape a modern, evolving in-house agency model and lead workflows across a wide range of campaigns, channels, and business priorities.

As Manager, Creative Operations, you are the architect behind how work gets done—ensuring creative delivery is structured, scalable, and efficient from intake through execution. You serve as a central driver of operations across the agency, optimizing workflows, managing dependencies, and driving alignment. You oversee the systems, processes, and project management function that power delivery—ensuring teams are equipped to move with speed, clarity, and consistency while continuously improving how the agency operates.

This role is the Director's operational counterpart. Where the Director operates at the level of architecture and organizational strategy, this role operates at the level of mechanics, methodology, and daily operational discipline. The right candidate has deep technical and production fluency built from years of working inside creative workflows and brings the hands-on experience to operationalize a defined workflow model, keep it running, and surface where it needs to evolve.

Requirements

• 6–9 years of experience in creative operations, project management, or traffic management within an in-house agency, creative agency, or marketing services environment. Experience inside a multi-LOB or multi-client structured creative environment strongly preferred.
• Direct people management experience specifically with project managers or creative producers — including performance management, methodology coaching, and workload calibration across a team.
• Hands-on technical fluency with creative workflow and project management platforms (Workfront, Wrike, Monday.com, or equivalent) at an administrative or power-user level. Experience configuring templates, building workflow structures, and driving team adoption — not just using the platform to track your own work.
• Strong diagnostic instincts around process performance. Able to distinguish a training problem from a tool problem from a process problem — and bring that analysis to leadership with a clear recommendation. This role operationalizes a defined workflow; it does not design one from scratch, but it must know when the design needs to be revisited.
• Operational data fluency. Able to configure dashboards, define meaningful metrics, and translate project-level data into leadership-ready reporting without analytical support. Excel proficiency required; reporting experience within project management tools strongly preferred.
• Fluency in creative production workflows at a granular level — has worked close enough to brief intake, scheduling, legal review, and asset delivery to know where friction hides and why timelines slip.
• Comfortable operating with autonomy on execution while keeping the Director informed at the right signal level. Knows what to solve independently and what requires escalation.

Responsibilities

• Lead and develop the in‑house Project Management team
• Establish and enforce consistent project management standards, methods, and escalation protocols
• Ensure PM performance, workload balance, and delivery quality
• Own implementation and adherence to Greenhouse workflow standards from intake through delivery
• Monitor execution across active projects and identify risks, delays, or process breakdowns
• Diagnose issues and recommend solutions related to training, workflow, or tool configuration
• Serve as the administrative owner of the workflow management platform
• Maintain templates, statuses, intake configurations, and reporting structures
• Ensure data accuracy and platform adoption across the PM team
• Maintain a comprehensive view of portfolio health across all active work
• Facilitate portfolio reviews and triage discussions
• Provide prioritization insights and recommendations to the Director when tradeoffs are required
• In partnership with Operations Director, build and maintain dashboards and reports that support leadership visibility and scorecard reporting
• Ensure project‑level data is accurate, timely, and decision‑ready
• Partner closely with Account Management and Creative teams to resolve workflow issues
• Serve as the primary day‑to‑day operational contact for execution‑level questions

Benefits

• competitive pay
• comprehensive medical, dental and vision coverage
• retirement benefits
• maternity/paternity leave
• flexible work arrangements
• education reimbursement
• wellness programs
• paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed