Creative Operations Lead, Customer & Brand Partnerships

Creative Operations Lead

To become a best-in-class in-house agency team, we need best-in-class creative operators - a secret sauce to setting the work up for success. To start cooking, we want to establish a Creative Operations Partnership model to fundamentally elevate how our creative organization operates.

That's where you come in. As a Creative Operations Lead, you will serve as the creative operational arm and strategic business partner to our Creative Lead for Customer & Brand Partnerships Creative, helping run this business with clarity, discipline, and scale.

You will drive the planning, intake, prioritization and business-side management of core creative teams, acting as the trusted strategic partner to Creative Leaders while building, scaling and maintaining the operational rigor that will enable the team to focus deeply on the work and do what they do best - create the best marketing in the biz. You'll act as the first point of interception for new work, translating business needs into clear operational plans, and ensuring that what enters the pipeline is strategic, aligned, and resourced appropriately.

With a dotted line into the Director, Creative Operations, you will work alongside other Creative Operations partners to set the strategy, direction and delivery of core processes and frameworks to create a shared language and ways of working across our global creative teams. From budget management to creative intake workflows, you are the key factor to delivering operational success, helping to drive clarity, consistency and connection across our global teams and output.

Operational Leadership & Business Partnership

• Serve as the day-to-day operational and business management partner to Creative Leaders, helping them run their business across planning, budgeting, prioritization, and measurement.
• Support the Creative Leader in driving the strategy, culture, structure and management of the team, helping to identify and action on efficiencies and opportunities for team development, exposure and retention.
• Act as a translator between business and creative teams, ensuring expectations, timelines, and priorities are aligned before work enters delivery.
• Lead quarterly and annual planning cycles for respective creative teams and internal partners, establishing clear priorities, intake pathways, and operational rhythms.
• In partnership with Creative Ops leadership, own budget management for Leaders inc. forecasting, opening POs and tracking.
• Be prepared to support any book of creative business based on need, including but not limited to:
  Events and Experiences, Partnerships and Customer Marketing, Integrated Campaigns, and Brand Creative.

Intake, Triage & Prioritization

• Be the first point of interception for all new work, partnering with Creative Leadership to validate scope, timing, resourcing needs, and alignment to business priorities.
• Manage the implementation, adoption and evolution of intake and triage workflows to ensure clarity on "what's coming" and prevent over commitment or misalignment.
• Evaluate incoming requests with a strategic lens to protect creative focus and ensure resources are applied to the highest-value work, while working with other Operational partners to provide teams alternative solutions to completing work where necessary.

Cross-Functional Partnership & Alignment

• Represent Creative leadership with cross-functional partners (e.g., Real Estate, Events, HR, PMO), ensuring consistent engagement, operational clarity, and shared expectations.
• Partner with the PMO and Production Studio to hand off approved work, allocate resources effectively, and maintain visibility into workload and capacity.

Process, Standards & Operational Maturity

• Work with Creative Ops leads to drive standardization across planning, intake, capacity tracking, and measurement frameworks.
• Implement scalable processes that support clear ownership and reduce operational friction.
• Establish and maintain operational dashboards, reporting, and metrics that provide leaders visibility into workload, impact, and ROI.
• Use data to inform prioritization, operational planning, and business decision-making.

What experience you have

• 5+ years in creative operations, marketing operations, business operations, or agency account management (experience in creative environments strongly preferred).
• Demonstrated experience partnering with senior creative leaders or business leaders to run operational functions (planning, budgeting, resourcing, prioritization, process).
• Strong understanding of creative workflows, intake, scoping, cross-functional partnership, and project lifecycle alignment.
• Proven ability to navigate ambiguity, drive clarity, and create scalable structure in evolving or fast-paced environments.
• Exceptional communication, negotiation, and stakeholder management skills.
• Experience implementing and optimizing operational frameworks, processes, and measurement systems.
• Experience working cross-functionally with PMOs, production teams, business partners,…