Director, Brand and Experience Operations

About the role

The Director, Brand & Experience Operations serves as a key operational partner to the Chief Brand & Experience Officer (CBXO) and Brand & Experience Leadership Team, supporting the execution of strategic priorities, operational excellence, resource planning, and organizational effectiveness across the Brand & Experience organization, including Client Strategy, Creative, Partnerships & Licensing, Product Design, and Digital Design. This role has a global scope that combines elements of a Chief of Staff, business operations leader, and resource management partner, helping translate leadership objectives into actionable plans while ensuring teams are effectively aligned, prioritized, and resourced.

Responsibilities

• Chief of Staff & Leadership Team Support
• Support the CBXO and Brand & Experience Leadership Team in operationalizing and executing strategic priorities and key business initiatives.
• Cook up leadership team meetings, operating reviews, quarterly planning sessions, offsites, and follow-up actions.
• Develop leadership presentations, organizational updates, executive communications, and business review materials.
• Maintain visibility into key organizational priorities, risks, dependencies, and decisions requiring leadership attention.
• Partner with functional leaders to track progress against commitments and ensure alignment across teams.
• Help establish and manage operating rhythms, governance processes, and leadership reporting.
• Resource Planning & Allocation
• Support resource allocation processes across Brand & Experience disciplines to ensure alignment with business priorities, client commitments, and strategic initiatives.
• Serve as key interaction point with Finance partners and P&L business leads.
• Facilitate resource planning discussions and help identify capacity constraints, staffing gaps, and utilization opportunities.
• Maintain resource forecasting models and reporting tools that provide visibility into team workloads and demand trends; maintain and validate trends and assumptions in monthly reconciliation.
• Partner with department leaders to balance competing priorities and support informed resource allocation decisions.
• Help develop scalable resource management processes and best practices that improve efficiency, transparency, and decision-making.
• Monitor utilization and capacity metrics to support effective workforce planning and fit within financial realities of the businesses.
• Financial Operations & Reporting
• Partner with Finance and functional leaders to manage the operational and financial impacts related to resource planning and delivery.
• Partner with Finance to track and analyze utilization, burn rates, staffing requirements, and resource allocations against approved scopes of work.
• Support reconciliation processes (driven by finance and business leads) between resource plans, project staffing, utilization reporting, and financial forecasts.
• Prepare reporting and dashboards that provide visibility into resource-related financial impacts and operational performance.
• Aid in workforce forecasting, headcount planning, and capacity modeling activities.
• Identify trends and insights that support prioritization, staffing decisions, and operational improvements.
• Operational Excellence
• Support initiatives that improve operational efficiency, workflow management, planning processes, and team effectiveness.
• Identify process improvement opportunities and partner with stakeholders to implement solutions.
• Develop and maintain operational dashboards, KPI reporting, and performance metrics.
• Leverage data and analytics to support decision-making and continuous improvement efforts.
• Promote consistency in planning, reporting, and operational processes across the organization.
• Organizational Effectiveness & Workforce Planning
• Partner with the CBXO, People Team, and function leaders to support organizational planning and workforce strategies.
• Help assess organizational needs, staffing requirements, and skill gaps to support future growth.
• Contribute to workforce planning, hiring prioritization, and team structure recommendations.
• Support initiatives that enhance collaboration, employee experience, and organizational effectiveness.
• Cross-Functional Collaboration
• Partner with Finance, Analytics, People, Legal, Technology, and other shared services teams to support operational alignment and execution.
• Serve as a connector across Brand & Experience functions, helping facilitate communication and coordination.
• Support cross-functional initiatives and ensure effective follow-through on key business priorities.
• Help remove operational barriers and escalate issues when necessary to maintain momentum and delivery.

Success measures

• Quality of support provided to the CBXO and Leadership Team.
• Successful coordination and execution of strategic initiatives.
• Improvements in operational efficiency and planning processes.
• Organizational alignment and stakeholder satisfaction.
• Timely delivery of leadership reporting, dashboards, and business reviews.
• Accuracy and effectiveness of resource planning and allocation.
• Visibility and reporting of utilization, burn, staffing forecasts, and resource-related financial metrics.

Skills and experience

• Strategic Leadership & Operations: 10+ years of experience in business operations, strategy, resource management, consulting, PMO, Chief of Staff, or related leadership roles.
• Proven ability to operationalize strategy, drive cross-functional initiatives, and support senior executive leaders in complex organizations.
• Resource Planning & Financial Acumen: Experience with resource allocation, workforce planning, capacity management, budgeting, forecasting, utilization reporting, and business performance analysis.
• Strong understanding of financial drivers and ability to translate operational data into business insights and recommendations.
• Stakeholder Management & Communication: Exceptional communication, executive presentation, and relationship-building skills. Demonstrated ability to influence and align stakeholders across multiple functions without direct authority.
• Analytics & Continuous Improvement: Strong analytical and problem-solving capabilities, with experience leveraging dashboards, KPIs, and reporting tools to support decision-making. Experience driving operational excellence, process improvement, and organizational effectiveness initiatives.
• Industry & Technical Expertise: Experience supporting brand, creative, design, marketing, product, digital, consulting, or professional services organizations preferred. Proficiency with business intelligence and planning tools such as Power BI, Tableau, Excel, or similar platforms.
• Education & Qualifications: Bachelor's degree or equivalent required. Relevant certifications (e.g., PMP, Lean Six Sigma) desirable.

Benefits

• Generous Medical, Dental, Vision, and Other Great Benefits
• Paid parental and medical leave programs
• 401(k) with a company match component and profit sharing
• 15 days of paid time off plus company holidays
• Hybrid work model
• Tuition reimbursement and student loan repayment assistance
• Inclusive employee resource groups
• EQUAL OPPORTUNITY EMPLOYER