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Operations Strategy Lead
hace 2 semanas
What You'll Do: We are seeking an Operations Strategy Lead to join our Operations andStrategy Enablement team. In this role, you will own the definition,standardization, and documentation of how Operations should work acrossour Performance Media (PM) commercial models (Professional Services, Self-Service, or Agency). You will OpThis is a high-impact role requiring strategic thinking, cross-functionalinfluence, and the ability to translate business priorities into operationalexcellence. You will work directly with Operations leadership, Sales Strategy,Product and Commercial stakeholders to design and implement frameworksthat drive accountability, clarity, and measurable performance across theorganization.Key Responsibilities:Operating Model Design & Documentation· Own the end-to-end design of customer journeys and operationalworkflows for each assigned commercial model (Professional Services,Self-Service, or Agency)· Define and document the complete operating model including teamstructures, roles, responsibilities, and interaction workflows· Establish clear escalation paths and decision-making protocols that scaleacross regions and delivery functions· Ensure all core workflows, process standards, and operationalrequirements are comprehensively documented and maintainedService Level & Performance Frameworks· Design, implement, and maintain Service Level Agreements (SLAs)aligned with business strategy and commercial model dynamics· Lead the implementation of SLA frameworks across all PM deliveryteams· Support exception processes and manage SLA variance with data-drivenroot cause analysisPerformance Intelligence· Define metrics for efficiency, quality, SLA compliance, and processadoption· Use data and reporting to identify gaps, validate assumptions, andsupport strategic decision-making· Track Ops profitability by commercial model (cost-to-serve vs. revenue)to inform operating model decisionsCross-Functional Collaboration & Influence· Act as a trusted strategic partner to Ops leadership· Influence and align stakeholders across multiple functions withoutdirect authority· Facilitate alignment between business strategy, product innovation, andoperational capability· Communicate complex operational frameworks clearly to both technicaland non-technical audiences Who You Are: · Proven experience in consulting, program/project management,business operations, service delivery or similar roles· Demonstrated success managing cross-functional initiatives withambiguous requirements and distributed stakeholders· Strategic thinking: Ability to translate business strategy intooperationally sound frameworks and standards· Analytical rigor: Strong data analysis skills to measure operating modeleffectiveness, identify gaps, and drive decisions· Program management: Expertise in planning, coordinating, andexecuting complex, multi-workstream initiatives· Influence without authority: Proven ability to drive alignment anddecisions across senior stakeholders with different priorities andperspectives· Communication: Excellent written and verbal communication skills;ability to simplify complex concepts and tailor messaging to differentaudiences · Problem-solving: Comfortable navigating ambiguity, complexity, andmultiple competing priorities; self-driven and proactive· Intellectual curiosity: Deep desire to understand how things work andwhy; comfort asking good questions· Fluent in English
