Senior Operations Manager

About the Role

The Senior Operations Manager helps ensure the account operates efficiently and has the processes, information, and coordination needed to support successful delivery. Reporting to the Director of Operations and Project Management, this role supports a broad range of operational needs, including systems and processes, resourcing, workflows, access management, partner coordination, and other activities that support the account’s day-to-day operations. The Operations Manager works across internal teams and external partners to keep information accurate, drive timely follow-through, and identify and escalate operational risks.

Responsibilities

• Operational systems and process management: Day-to-day administration of the systems, tools, trackers, and documentation used to operate the account; Implementation and maintenance of operational processes, SOPs, R&Rs, intake processes, escalation paths, and ways-of-working documentation; Monitoring adoption and identifying recurring workflow issues, inefficiencies, or gaps for escalation to the Director of Operations and Project Management; Coordination of operational readiness for new systems, tools, and process rollouts.
• Resourcing and capacity management: Maintenance of allocation, availability, open-role, freelance, transition, leave, and capacity tracking across the business; Coordination with Account, Project Management, Casting, and department leads to keep resourcing information current; Preparation of recurring capacity and resourcing reporting for Operations and account leadership; Identification and escalation of allocation issues, coverage gaps, and staff-plan discrepancies; Administrative coordination of approved staffing changes, while Project Management retains ownership of project-level assignments and delivery needs.
• Finance and procurement operations: Maintenance of operational inputs and audit trails for scope, budget, burn, reconciliation, invoices, purchase orders, vendors, and payments; Coordination with Finance, Account, Project Management, and Production to ensure financial information is accurate and submitted on time; Monitoring and follow-up on invoices, job numbers, purchase orders, time entry, vendor setup, payments, and other outstanding actions; Preparation of recurring financial and operational reporting inputs for leadership and client reporting; Escalation of financial and procurement risks to the Director of Operations and Project Management.
• Onboarding, access, and business continuity: Coordination of onboarding and offboarding requirements for internal and external team members; Management of access requests, distribution lists, org-level Slack channels, shared drives, YubiKeys, team rosters, and related documentation; Identification and escalation of access, coverage, and continuity risks before they affect delivery.
• Publishing and external