Operations Lead

The role will provide operational leadership across client delivery project workflows team capacity and internal processes while giving the CEO/Founder greater room to focus on strategy business development sales and growth.

Key Responsibilities

• Own day-to-day operational delivery across client projects ensuring work moves efficiently from briefing through execution review approval and final delivery.
  
• Establish clear ownership priorities timelines and accountability for all projects and deliverables.
  
• Coordinate multiple client projects and cross-functional resources across account management creative content design growth technology and external partners.
  
• Develop and maintain project trackers delivery schedules production calendars and workflow systems to provide clear visibility of project status and deadlines.
  
• Ensure projects are properly scoped planned resourced and scheduled with dependencies and potential delivery risks identified early.
  
• Monitor team workload capacity and utilisation and allocate resources according to project priorities and delivery requirements.
  
• Lead regular project planning and operational check-ins following up on milestones outstanding actions approvals and deadlines.
  
• Ensure effective handovers and communication between teams particularly around briefs feedback approvals responsibilities and changes to project scope.
  
• Establish quality-control checkpoints and ensure client deliverables meet agreed briefs standards timelines and expectations before submission.
  
• Identify and resolve recurring delivery workflow quality or resource issues escalating significant risks where necessary.
  
• Provide day-to-day operational direction to delivery team members and support onboarding performance management and accountability.
  
• Develop and improve operational processes workflows SOPs and systems to increase efficiency consistency and turnaround time.
  
• Recommend and implement appropriate tools and automation to improve project visibility collaboration and operational efficiency.
  
• Provide the CEO/Founder with regular updates on delivery performance team capacity operational risks client issues and areas requiring attention.
  
• Promote a culture of ownership accountability proactive communication quality and continuous improvement across the team.
  

• Bachelors degree in Business Administration Management Project Management Operations Management or a related field.
  
• 46 years of relevant experience in operations project management agency delivery client services production management or a comparable environment.
  
• Experience working in a creative digital marketing advertising consulting or other client-service environment is strongly preferred.
  
• Demonstrated experience managing multiple projects deliverables deadlines and stakeholders simultaneously.
  
• Experience coordinating multidisciplinary teams across functions such as account management creative content design marketing technology or external vendors.
  
• Strong understanding of project planning resource allocation workflow management quality control and delivery processes.
  
• Experience managing project trackers delivery schedules task management systems or similar operational tools.
  
• Experience developing or improving SOPs workflows and internal operating processes.
  
• Strong ability to identify delivery risks solve operational problems and escalate issues appropriately.
  
• Strong organisational and prioritisation skills with the ability to manage competing client and internal priorities.
  
• Excellent communication and stakeholder management skills.
  
• Commercial awareness and an understanding of the relationship between operational efficiency client satisfaction retention and business growth.
  
• Ability to work independently take ownership make decisions and drive projects through to completion.
  
• Comfortable working in a fast-paced environment where priorities and client requirements may change.
  
• Proficiency with project management collaboration productivity or reporting tools; experience with platforms such as ClickUp Asana Trello Google Workspace or equivalent tools is an advantage.
  
• Professional certification in project management or operations management is an advantage.