Group Director Client Operations-Initiative
Client Operations is a dedicated discipline within our Client Advice and Management craft. This team uniquely focused on the development and implementation of consistent processes across our markets, teams, and the design, orchestration and execution of client operating models and project management. US Client Operations are critical for operational success across our Amazon accounts.
The Group Director, Client Operations is responsible for the orchestration of the day-to-day operational aspects of the account, including network coordination, project plan development & tracking, rollout and enforcement of defined processes, business reporting and working hand in hand with the US Client Lead. This role will be managing multiple projects within the constraints of scope, quality, time, and cost to deliver specified requirements and meet client satisfaction. The Group Director, Client Operations is the critical team integrator and will work closely with clients, internal teams and SBUs.
Desired Skills & Experience
- Bachelor’s degree in related field or equivalent experience
- 10-15 years in demonstrated excellence in agency account management or operation
- Minimum 5 years in integrated planning role in media, publisher / vendor, or communications discipline (digital, content
- Proven ability to develop and maintain strong professional relationships with clients, colleagues, and vendors
- Highly structured and organized
- Strong writing and presentation skills both internal and client facing
- Strong ability to think systemically about processes and workflows
- Strong communication skills, including the ability to articulate operational or account challenges both laterally to peers as well as upward to senior management
- The goal of this role is to ensure we are standardizing our workflow, creating greater efficiencies for our team and the way we work with clients, and to drive a consistent product and output for our clients.
Company Perks
- Discretionary Unlimited Vacation Time – Unlimited DTO / PTO
- Baby Bonding Leave (6-month parental leave + up to 10K in family planning reimbursement)
- 1K Cultureship – grant to support our employees’ passions and talents as we feel it will contribute to bringing their whole selves to work
- Employee Appreciation week (1 week off during August for us to relax and enjoy summer)
- We also offer various perks and discounts (ex. Gym discounts, ticket discounts, etc.)
- Winter Break – Closed off between Christmas and New Years
- 401K Match up to 6%
- Benefits (Medical, Dental, Vison, Life Insurance) – 1 month from date of hire
- # Paid Holidays / Bonus Holidays
- 1 Wellness Day per Month (any day off during the month of your choosing for you to enjoy and relax)
- Lucrative Referral Bonuses
Key Responsibilities
- Drive consistency & excellence in our way of working across clients.
- Take full ownership (but in collaboration with other team members) to create all templates, playbooks, processes, specific to all account needs and requirements. Codification and training of all processes and systems is critical to the success of driving operational excellence.
- Creation, maintenance and rollout of the Operating Manual and other operational playbooks and documentation
- Systematize and drive enablement of best practice sharing across the US xLOB for teams to be inspired by best-in-class product and campaigns, to up level innovation and product excellence
- Ensure all teams are onboarded and trained on a consistent basis on all operating processes, systems, tools, and playbooks. Drive adoption and monitor adherence of all process with teams to continue to drive efficiencies.
- Work with other business functions such as finance, billing, and analytics teams to ensure the processes in these areas are calibrated and documented to ensure the best possible delivery of service
- Create self-service digital platforms customized to specific client teams’ needs that can be used for housing all templates, tools, playbooks, thought leadership, category and marketplace insights, and trainings.
- Work with CAM Leads to develop action plans to address client feedback and drive improvement in service delivery
- Continuous look for and identifying areas for improving processes, ways of working and other operational aspects of the account and support the development of initiatives that streamline ways of working
- Where relevant, work with IT and technology teams, support the rollout of licenses for tools to team members and ensure that IT and other functions can provide optimum support
Employment Transparency
It is the policy of Mediabrands, division of the Interpublic group, to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, ethnicity, gender, age, religion, creed, national origin, sexual orientation, gender identity, marital status, citizenship, genetic information, veteran status, disability, or any other basis prohibited by applicable federal, state, or local law.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
The employer will make reasonable accommodations in compliance with the American with Disabilities Act of 1990. The job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and other job functions are subject to modification. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.
For applicants to jobs in the United States: In compliance with the current Americans with Disabilities Act and state and local laws, if you have a disability and would like to request an accommodation to apply for a position with Mediabrands, please email accommodation@mbww.com