Operations Manager

  • 0 yrs
  • Not Disclosed

Job Description

#LI-RF1 #mid-senior #LI-remote

About the role:

We are open to people working remotely in any of the above states: NY, NY, CT, IL, FL, TX, MASS or Ontario

OLIVER is hiring an Operations Manager to join the team. In this role you will be required to support the Global Ops Program Director in the management of a new account implementations from a technical and operational point of view, working with the clients to ensure that all team members are trained on the tool and using the tool for efficiency. This role will coordinate with internal stakeholders to help ensure the roll out plan is delivered on time. 

The primary focus for this role will be implement and consistently improve the daily operational effectiveness of the account. Ensure that all team members are trained on the workflow management tool, streamlining workflows and ensuring teams adhere to best practices and making sure we are utilizing the systems, resources, and partners we have to their fullest potential.

On a day to day basis, the Operations Manager will establish and maintain the systems (OMG) the team uses to resource, track progress, and deliver brilliant work accurately, on time and on budget. Help troubleshoot issues as they arise.

Importantly, the Operations Manager is a key point of contact for client operational stakeholders and can quickly act to resolve business and operational / technical issues and be called upon to help put in place new ways of working to support the evolving demands of the client.


What you will be doing:

  • Train internal team members and clients in the use of OMG our custom workflow management tool

  • Advise and manage stakeholders internally and externally, developing good working relationships with various teams across the business and with key client contacts

  • Work closely with PM, Creative and Development teams to collaborate on project delivery process

  • Ensure projects are accurately recorded within agreed tools

  • Map and deploy agreed process changes

  • Ensure key documentation is created and training is provided to the new team members

  • Provide input into ongoing process improvements and changes to ensure the team are continuously improving

  • Strong client relationships based on confidence and trust in your ability to deliver

  • Draft and maintain onboarding documentation and processes

  • Manage the onboarding process for new joiners

  • Work with client operations and infrastructure support to request and maintain access to tools and facilities


What you need to be great in this role:

  • Minimum 3 years’ experience in account management, in a complex production environment, not a traditional agency

  • Experience in fast paced agencies. This business manages scale and speed across the USA and Canada

  • Experience in implementation of large scale projects and ideally change management process

  • Desire to be into the detail, systems, processes, profitability, utilization, production and delivery

  • Excellent client management experience

  • Ability to manage multiple projects in a fast-paced environment

  • Excellent planning and organizational skills

  • Ability to work under pressure to meet deadlines

  • Strong interpersonal and decision-making skills

  • Excellent attention to detail and accuracy skills

  • Confident and proactive - able to manage their work and always meet commitments

  • A logical thinker with common sense

  • Ability to question and challenge (both themselves and others)

  • Ability to see the bigger picture

  • Technical competence and understanding of creative process / working within a creative environment.

  • Confident communication skills both internally and externally with client.

  • Past experience in managing external partner relationships