Account Operations Manager

ZipRecruiter; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company is seeking an Account Operations Manager to lead a global team, ensuring operational excellence and client satisfaction. The role involves managing processes, optimizing workflows, and fostering strong partnerships. Ideal candidates will have extensive experience in operations and project management, with a focus on data-driven decision-making and effective communication.

Qualifications

• Minimum of 5-7 years' experience in Operations, Project Management, or related fields.
• Experience in a client-facing agency or consulting role.

Responsibilities

• Manage a global team and oversee daily account operations.
• Identify opportunities for process optimization and improve efficiency.
• Provide strategic recommendations to the Client Partner team.

Skills

Strategic Thinking

Communication

Customer Engagement

Adaptability

Tools

Project Management Software

Microsoft Excel

Content Management Systems

Job description

Job Description

We are seeking a candidate with a growth mindset, relationship focus, driven professionalism, passion, competence, and solutions orientation. Building strong partnerships should be at the core of their success!

The position of Account Operations Manager is a pivotal role, providing the operational structure and guidance that enables the team to focus on tactical day-to-day tasks required for excellence.

Your role will involve managing a global team and working closely with the central client partner team, where customer service and process adherence are crucial. The primary focus will be leading a cross-functional global account team to achieve project objectives and business outcomes, ensuring seamless daily operations, resource management, and risk and issue handling, along with maintaining standard operating procedures and reporting documents.

Your responsibilities will include:

1. Identifying opportunities for process optimization to streamline workflows and improve efficiency.
2. Overseeing daily account operations across all workstreams.
3. Partnering with management to develop, enhance, document, and manage operational processes, SOPs, toolkits, and best practices.
4. Supporting the development and implementation of quality assurance processes.
5. Continuously seeking improvement opportunities within current processes.
6. Ensuring activities are completed on time, within scope, and within budget.
7. Analyzing data to ensure SLAs and KPIs are met and aligned with client expectations.
8. Providing strategic recommendations to the Client Partner team for account growth based on data and observations.
9. Maintaining open communication with internal and client stakeholders and cross-functional teams to ensure proper account operations.
10. Leading, motivating, and supporting a team in a fast-paced environment.
11. Creating and enforcing content governance, quality, and compliance checks, including quality control of systems and processes.
12. Supporting production of insights, analytics, satisfaction, and improvement reports on system usage and process engagement.
13. Implementing programs and processes to maximize client value from their technology platforms.

The ideal candidate will have a minimum of 5-7 years' experience in Operations, Project Management, marketing operations, technology, or related fields, preferably in a client-facing agency or consulting role with strong customer engagement skills.

You will also need:

1. Experience developing platforms for internal processes.
2. Understanding of Business Process Mapping.
3. Experience coaching project team members.
4. Proficiency with Project Management Software and Microsoft Excel.
5. Knowledge of content management systems and platforms.
6. Strong verbal and written communication skills, with effective presentation abilities.
7. Ability to articulate complex technical ideas clearly and lead discussions with clients, colleagues, and leadership.
8. Adaptability to evolving client needs, industry trends, and internal processes.
9. Strategic thinking and emotional intelligence.
10. Experience in metadata governance and content platform performance management.
11. Ensuring data models, taxonomy, and content flows are governed, reported, and optimized.
12. Experience with DAM, CMS, PIM, Workflow Management, or MRM platforms.
13. Ability to audit platform content, identify gaps, and improve governance processes.
14. Engaging stakeholders for QC insights, requirement alignment, and performance tracking.
15. Generating performance metrics and business reports for leadership on DAM efficiency and team productivity.
16. Conducting quarterly gap analysis reports with actionable recommendations.