Global Operations Manager

VML MAP; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading marketing operations firm in Toronto is seeking a Global Operations Manager to oversee global operations and ensure client satisfaction. This full-time, hybrid role requires at least 5 years of experience in operations management, excellent stakeholder management, and a strong understanding of marketing frameworks. Join a diverse team supporting major brands in transforming their customer relationships.

Qualifications

• Proven experience in operations management within a service-oriented or agency environment (5+ years).
• Strong understanding of marketing operations and service delivery frameworks.
• Excellent stakeholder management skills with the ability to communicate complex topics clearly.

Responsibilities

• Manage delivery of marketing operations teams in accordance with client contracts and SLAs.
• Identify and implement process improvements to enhance service consistency.
• Act as a key liaison for internal and external stakeholders.

Skills

Operations management

Stakeholder management

Financial acumen

Process improvement

Job description

The Global Operations Manager has the primary commercial responsibility for delivery on a given client for the marketing operations capability. This includes managing efficiency, quality, and speed - ensuring delivery against SLA, and nurturing new and expanded commercial opportunities.

Please note, this is a permanent, full time and hybrid (4 days in office) opportunity.

What will your day look like?

As a Global Operations Manager, you will oversee operations at a global level, ensuring alignment across multiple regions while maintaining strategic oversight, resource allocation, and client satisfaction.

Your day will involve:

• Managing the delivery of marketing operations teams in accordance with client contracts and SLAs.
• Identifying and implementing process improvements to enhance service consistency and optimize KPIs.
• Planning and governing the global structure, team utilization, and financial accuracy for monthly, quarterly, and annual reviews.
• Fostering knowledge sharing and best practices across regional teams to align with global objectives.
• Working closely with in-house teams to ensure operational strategies align with client and agency goals.
• Acting as a key liaison for internal and external stakeholders, providing regular performance reports.
• Ensuring alignment with senior leadership on strategic initiatives.

Who are you going to work with?

You will be part of a diverse, global working environment that values collaboration, innovation, and operational excellence. You’ll work closely with senior leadership, cross-functional teams, and top-tier clients to shape and execute strategic initiatives that drive success across multiple regions.

What will you bring to the table?

You are a proactive and highly organized leader with a strategic mindset and a strong ability to manage complexity. You thrive in a fast-paced environment, balancing operations, people management, and client relations with ease.

• Fostering a proactive leadership approach with a strategic mindset
• Overseeing multi-region service delivery and process standardization
• Managing complexity in a fast-paced environment
• Balancing client relations with operational needs
• Developing and execute long-term operational strategies
• Managing escalations, ensuring transparency, and maintaining strong relationships with internal and external partner

Additionally, we also expect you to have:

• Proven experience in operations management within a service-oriented or agency environment (5+ years).
• Strong understanding of marketing operations, and service delivery frameworks.
• Excellent stakeholder management skills with ability to communicate complex topics clearly, and nurture internal/external relationships.
• Financial acumen to oversee budgets, control costs, and optimize resource allocation.
• Experience delivering operational transformations, and continuous improvement.
• Experience aligning teams across multiple time-zones and cultures.
• Knowledge of compliance regulation related to digital marketing such as GDPR, SLA governance, and risk mitigation in general.

A leader in personalized customer experiences

VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM.With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric.Together, we are 1000 + technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

A global network

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.

#LI-EMEA

WPP (VML MAP) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

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