Senior Operations Lead (Freelance)

DEPT®•Toronto, ON

About The Position

This role designs the operational methodologies, frameworks, templates, and enablement resources that make the audit deliverable consistent, scalable, and repeatable across multiple clients. The focus is on process and scope creation and standardization—not executing individual audits. Studio’s audit offering assesses current processes, people, and tools, diagnoses inefficiencies, and builds an executive-ready roadmap that improves client efficiency and profitability while preserving creative excellence. This role will support in building out process and service infrastructure.

Requirements

Outstanding communication skills with the ability to engage senior stakeholders; excellent presenter and documenter.
Proven experience as a project/program manager assessing and establishing workflows and delivery systems in project-based environments.
Demonstrated ability to assess complex operations and convert insights into actionable, scalable designs.
Prior experience within creative agencies/studios or professional services; understands creative production workflows and team dynamics in an agency-like environment.
Ability to translate practitioner knowledge into documented, scalable processes.
Strong frameworks and systems design thinking with a service design mindset.

Nice To Haves

Experience building repeatable service offerings or consulting methodologies is a plus.

Responsibilities

Build out and document a tiered, end-to-end audit process based on the framework provided
Define a standardized operational model for each tier and audit phase (set up, observe, assess, define) that includes: Scope, Methodology, Inputs (e.g. templates and interview guides), Outputs (e.g. executive presentation templates, findings frameworks, recommendation structures)
Create repeatable workflows and quality standards for conducting audits from intake through delivery with a focus on operational excellence
Gather inputs from and collaborate closely with Craft leads (Design, Copy, Strategy, Tech) in defining craft-specific audit deliverables
Collaborate closely with the Growth team in building out client-facing materials, including service descriptions, case examples, and engagement scoping tools