Operations Program Manager

Responsibilities

• Assist in researching how work flows across the Brand & Advertising organization, including intake patterns, demand signals, and stakeholder needs, to help inform program scope and priorities.
• Help identify opportunities to improve existing programs and stand up new ones, including intake, prioritization, capacity planning, AI pilots, and reporting rhythms.
• Aid in defining program requirements, identifying resource needs, and building project plans that align cross-functional teams (Campaigns, Strategy, Design, Copy, Production, Platforms/Web) on a shared plan of record.
• Learn to define success criteria and performance metrics (OKRs, KPIs) such as on-time delivery, capacity utilization, and intake quality.
• Help define and execute landing and communication plans for new processes and tools, including target audiences, rollout sequencing, and adoption messaging.
• Maintain the rhythm of business across operations workstreams, ensuring participants and stakeholders are communicating on the necessary cadence with oversight from senior leaders.
• Work across teams to ensure program requirements are understood and met.
• Help evangelize operations programs to partners across the organization, using data and performance metrics to demonstrate value and gain buy-in for new ways of working.
• Contribute to program plans across operations workstreams, including timelines, milestones, financial tracking, performance metrics, and resource needs.
• Communicate program status to stakeholders and hold them accountable to schedules, risk mitigation plans, and intake standards, providing early visibility into risks and delays.
• Support Strategy, Creative, Design, Production, and Platforms in executing program processes rigorously and efficiently across the operations ecosystem (Workfront, Brand Central, Campaign DAM, Brand Guidance Agent).
• Support PO and MUP tracking, vendor onboarding logistics, and budget visibility in partnership with the Operational Strategy Lead.
• Help run regular review rhythms (weekly status, monthly business reviews) to identify what is working, where work is stuck, and where the operating model needs adjustment.
• Evaluate and improve operations programs by collecting and evaluating performance metrics across the organization, including capacity utilization, intake quality, on-time delivery, AI pilot adoption, and stakeholder feedback.
• Develop enablement materials, training, and documentation required to drive adoption of new programs, tools, and ways of working across the organization.

Qualifications

• Bachelor's Degree in Business, Operations, Finance, or related field AND 4+ years experience in program management, process management, or process improvement
• OR equivalent experience
• Master's Degree in Business, Operations, Finance, or related field AND 6+ years experience in program management, process management, or process improvement
• OR Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement
• OR equivalent experience
• Experience working in a fast-changing environment, with the ability to adjust quickly as technology, priorities, and ways of working evolve.
• Curious by nature, with a problem-solver's mindset and a habit of asking questions, digging into root causes, and proposing practical solutions.
• Comfortable operating in ambiguity, able to take an early-stage idea or rough direction and move it forward into a clear plan and concrete next steps.
• Experience supporting creative, marketing, or campaign operations in a fast-paced, multi-stakeholder environment.
• Experience with workflow and project management platforms (e.g., Workfront, Asana, Jira, Smartsheet) and digital asset management systems.
• Experience working with AI-enabled tools and an interest in helping teams adopt new technology.
• Experience managing multiple concurrent workstreams