Account Operations Lead

About ICP

ICP is a global leader in Content Operations, partnering with some of the world’s most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content.

Content confidently.™

With offices in Atlanta, London, Mexico City, Mumbai, and Shanghai, we operate on a global scale, delivering world‑class solutions that drive exceptional business outcomes.

At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive.

At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half‑day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan.

Are you a relationship‑focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You’re not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you!

The Account Operations Lead plays a pivotal role in establishing structure and driving operational efficiency within our client’s digital asset management system. You are responsible for overseeing and leading a dynamic team engaged in operational and content‑related activities, coordinating data and reporting within the DAM ecosystem. This role supports a global company where leadership, customer service, governance, and process optimization are crucial.

The primary focus will be on ensuring seamless day‑to‑day operations, implementing process improvements and training, and assuring cross‑hub collaboration. The role requires effective leadership, strategic thinking, and excellent communication skills.

A proficient and inclusive leader adept at balancing both people and results, fostering a cohesive team driven toward achieving objectives, excels in fostering global collaboration, works closely with other team leads to establish clear guidelines and goals aimed at achieving common objectives and ensuring global standardization. They effectively report up and partner with the Global Operations Manager (London) and Project Lead (Mumbai), ensuring streamlined reporting and operations against Service Level Agreements (SLAs), while maintaining strong rapport and feedback loops with the team.

By embedding ICP’s core values—Curiosity, Collaboration, Adaptability, Focus, Creativity, Trust, and Inclusivity—into their leadership and management approach, they will not only succeed in this role but also help foster a positive culture and drive the continued growth of the organization.

• Lead day‑to‑day team DAM operations, including training, shared inbox management, content ingestion, and documentation to ensure smooth functioning.
• Proactively lead the DAM team in London, ensuring the team receives active support with their tasks and timely trainings whenever needed.
• Oversee the timely delivery of assets into the Digital Asset Management (DAM) system.
• Ensure team members are well‑trained, motivated, and aligned with organizational goals, creating a productive and positive work environment.
• Provide strong leadership nurturing cross‑hub collaboration and task distribution.
• Collaborate and liaise with Americas’ and India Hub Leads to align on smooth functioning of daily operations.
• Troubleshoot and provide solutions to DAM issues connected to technical errors and user issues within the DAM ecosystem.
• Provide exceptional communication of wins, opportunities, and…