Creative Operations Leader - Remote, Scale & Impact

Lumen; Raleigh (NC); On-site; USD 106,000 - 141,000; Full time

Job summary

Lumen is seeking an experienced operations leader in Raleigh to own intake, prioritization, capacity planning, and governance for enterprise creative work. You will partner with leadership to align resources with priorities, drive dashboards and KPIs, and improve workflows across teams and partners to increase speed, quality, and clarity.

You will shape the operating model from intake through delivery, establish decision rights, and implement scalable practices that enhance transparency and

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

intake prioritization

capacity planning

governance

dashboards

KPIs

workflow improvement

stakeholder influence

Job description

Lumen is seeking an experienced operations leader in Raleigh to own intake, prioritization, capacity planning, and governance for enterprise creative work. You will partner with leadership to align resources with priorities, drive dashboards and KPIs, and improve workflows across teams and partners to increase speed, quality, and clarity.

You will shape the operating model from intake through delivery, establish decision rights, and implement scalable practices that enhance transparency and