Creative Operations Leader

Lumen; Washington (District of Columbia); On-site; USD 116,000 - 155,000; Full time

Benefits offered by this job

Health benefits

Life benefits

Bonus program

Job summary

Lumen is seeking an experienced Senior Manager to lead creative and marketing operations, PMO, and resource planning. You will own intake, prioritization, capacity, governance, and reporting to align work with business priorities and scale processes across internal teams and external partners.

You will build dashboards, define KPIs, and drive improvements to velocity, visibility, and accountability, enabling strategic decision-making in a fast‑moving AI‑driven environment.

Qualifications

• 7+ years in creative or marketing operations, PMO, resource management, agency operations, or related operational leadership.
• Experience building and scaling processes in creative, marketing, brand, or content organizations.
• Strong knowledge of creative workflows, intake, resource and portfolio planning, and delivery governance.
• Experience with dashboards, KPIs, reporting, capacity models, and workflow or collaboration tools.
• Strong analytical, systems-thinking, problem-solving, communication, and facilitation skills.
• Ability to influence cross-functional teams and operate in ambiguous, fast-changing environments with competing priorities.
• Experience advising senior leaders on prioritization, resourcing, and operating-model decisions.

Responsibilities

• Own enterprise creative intake and set briefing, categorization, prioritization, and readiness standards so requests arrive with sufficient context, scope, and strategic clarity.
• Define pathways for planned, reactive, executive, innovation, and special-initiative work; assess readiness, close information gaps, and improve submission quality before scoping or assignment.
• Maintain visibility into capacity, workload, utilization, project mix, skill demand, and constraints across internal teams and external partners; forecast needs using pipeline, priorities, seasonality, campaign calendars, and enterprise initiatives.
• Identify staffing gaps, bottlenecks, and over-allocation risks before delivery is affected, informing staffing, contractor, agency, and headcount decisions.
• Evaluate demand with creative leadership based on strategic value, effort, priorities, and capacity, while providing portfolio visibility across current and upcoming work.
• Facilitate tradeoffs across campaigns, executive and reactive requests, brand initiatives, and capability-building work; guide decisions to start, pause, accelerate, outsource, or decline work and align resources to highest-impact priorities.
• Own the operating model from intake and scoping through assignment, production, review, approval, delivery, and measurement; define stages, roles, decision rights, handoffs, review cycles, escalation paths, and governance standards.
• Drive consistent use of work-management tools, intake systems, dashboards, and processes while clarifying requirements and reducing friction across creative teams, stakeholders, agencies, PMO, and partner functions.
• Build dashboards and reporting on demand, project mix, throughput, cycle time, workload, utilization, velocity, and bottlenecks, giving leaders clear visibility into capacity, operating health, and tradeoffs.
• Track trends and define KPIs linking operations to creative effectiveness and business impact, using insights to guide staffing, partner strategy, prioritization, process improvement, speed, quality, clarity, and scale.
• Design, document, and improve workflows, SOPs, governance, briefs, review practices, and operating cadences; remove redundant work, unclear ownership, unnecessary approvals, and process gaps.
• Lead improvements that increase velocity, reduce rework, and strengthen stakeholder experience; communicate changes, drive adoption, and establish scalable practices for planned and reactive work.
• Configure tools to support the operating model and provide team and leadership visibility; identify opportunities for automation, templates, improved reporting, and workflow simplification.
• Partner with technology and operations teams to improve adoption, data quality, and system effectiveness, and set standards for tracking work, resources, timelines, and project metadata.
• Advise creative leadership on structure, resource planning, workload forecasts, agency and contractor strategy, future operating models, business cases, staffing recommendations, and capability planning.
• Identify recurring demand patterns requiring new roles, process or scope changes, or alternative partner models, and clarify how organizational design choices affect capacity, velocity, quality, and business impact.

Skills

creative operations

PMO

resource management

agency operations

leadership

analytical thinking

influence cross-functional teams

Job description

Lumen is seeking an experienced Senior Manager to lead creative and marketing operations, PMO, and resource planning. You will own intake, prioritization, capacity, governance, and reporting to align work with business priorities and scale processes across internal teams and external partners.

You will build dashboards, define KPIs, and drive improvements to velocity, visibility, and accountability, enabling strategic decision-making in a fast‑moving AI‑driven environment.