ICP · 1 hour ago
Manager, Account Operations
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
5+ years expICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands. The Manager, Account Operations plays a pivotal role in ensuring high-quality service delivery and achievement of key milestones by overseeing daily account operations, managing resources, and fostering effective communication among cross-functional teams.
Management Consulting
Hiring Manager
Amalia M.
Responsibilities
Identify opportunities for process optimization to streamline workflows, enhance efficiency, and effectiveness
Oversee daily account operations for all assigned workstreams
Partner with Sr. Manager, Operations Management to develop, enhance, document, and manage operations processes, SOPs, toolkits, and best practices
Support in development and implementation of quality assurance processes
Find continuous improvement opportunities within current processes
Ensure activities remain on time and within scope and budget
Manage resourcing; raise resourcing concerns or constraints to key ICP account team leadership including Client Partner, to ensure the appropriate operating model and resources are in place to deliver with excellence
Oversee collection and analysis of pertinent data to ensure SLAs + KPIs are being met and measured consistent with client expectations
Responsible for reporting on account status
Make strategic recommendations to Client Partner team regarding areas of opportunity for account growth based on data and observation
Partner with cross-functional team members to improve tools and processes
Maintain open and proactive communication with internal and client stakeholders and cross-functional team leads to ensure proper account operations
Lead, motivate, and support a team in a fast-paced environment
Provide QA for all workstreams
Provide support for client platforms
Create and enforce content governance & quality / compliance checks to include qc of systems process, workflow alignment and the wider and appropriate use of the tool for the client business
Support production of process, content and platform insight, analytics, satisfaction & improvement programs reporting on system usage and process engagement and making appropriate recommendations for continuous improvement
Implement programs and processes to help clients get more value from their technology platforms including (but not limited to) – optimising user set-up and configuration, assisting with personalisation, providing best practice and power-user support
Qualification
Required
BA/BS degree
Minimum of 5-7 years' experience in Operation or Project Management, marketing operations and technology, digital commerce and/or creative technologies or related field
Minimum of 5 years' experience in a client-facing agency or consulting role
Experience in developing platforms for internal processes
Understanding of Business Process / Business Process Mapping
Experience in coaching project team members
Proficiency with Project Management Software & Microsoft Excel
Knowledge of content management systems and platforms
Strong communication skills, both verbal and written, with effective presentation skills
Must have acute attention to detail
Creative problem-solving mindset and a deeply curious nature
Ability to clearly articulate complex technical situations / ideas and lead discussions with clients, colleagues, and leadership
Ability to adapt to evolving client needs, industry trends, and internal processes
Strategic thinking
Emotional intelligence
Excellent time management skills
Ability to remain flexible in a fast-paced environment
Preferred
Experience with Digital Asset Management (DAM); Workflow Management; or MRM platform
Familiarity with agile methodology
Creative Operations experience
Basic technical and operational knowledge across various industry segments
Benefits
Generous paid time off
Paid holidays
Volunteer time off
Summer half-day Fridays
Competitive medical, dental, and vision benefits
Mental health support
Robust savings plan
Company
ICP
ICP helps global companies get control of their content operations.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jimmy Carisma
Senior Client Partner
Recent News
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2024-06-03
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