Operations Lead

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.

Requirements

• Bachelor’s degree in Business Administration, Management, Project Management, Operations Management, or a related field.
• 4–6+ 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, Monday.com, Trello, Google Workspace, or equivalent tools is an advantage.
• Professional certification in project management or operations management is an advantage.