Content Operations & Data Model Governance Lead

About ICP

ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L'Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content.

With offices in Atlanta, London, Mexico City, Mumbai, and Shanghai, we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes.

Who We Are

At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive.

We're A People First Company

At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan.

Bring the Confidence

Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you!

Position Overview

The Manager, Account Operations plays a pivotal role in providing the necessary operational structure and guidance that allows our practitioners to focus on tactical day-to-day task execution required to deliver with excellence.

Responsibilities

• Delivery and maintenance of client-facing account work, including satisfying contractual agreements per terms of SOWs, meeting SLAs, quality assurance, and ensuring process improvement.
• Maintain processes, best practices, and establish reporting and metrics across all client projects to ensure high-quality service delivery and achievement of key milestones and metrics.
• Facilitate open communication amongst cross-functional stakeholders, ensuring delivery of agreed upon outcomes on time and on budget.
• Partner with dynamic, client-facing teams engaged in various operational and content-related activities.
• Lead cross-functional account teams in achieving project objectives and business-related outcomes.
• Manage resources and risks, maintaining standard operating and reporting documents.
• Implement quality assurance processes and continuous improvement opportunities.
• Oversee collection and analysis of pertinent data to ensure SLAs and KPIs are met.
• Make strategic recommendations to Client Partner team regarding areas of opportunity for account growth.
• Lead, motivate, and support a team in a fast-paced environment.
• Provide QA for all workstreams and support for client platforms.
• Create and enforce content governance & quality/compliance checks.

What You Will Bring

• Requires a BA/BS and a minimum of 5-7 years' experience in Operation or Project Management, marketing operations and technology, digital commerce and/or creative technologies or related field.
• Experience in developing platforms for internal processes and understanding of Business Process / Business Process Mapping.
• Proficiency with Project Management Software & Microsoft Excel.
• Strong communication skills, both verbal and written, with effective presentation skills.
• Familiarity with agile methodology and acute attention to detail.
• Creative problem-solving mindset and a deeply curious nature.
• Ability to adapt to evolving client needs, industry trends, and internal processes.

We Are: Curious, Focused, Creative, Trustworthy, and Inclusive. At ICP we are committed to creating an inclusive culture that is grounded in our core values and how we provide top class service to our clients and how we show up and support each other within our communities. We celebrate different backgrounds, experiences, and perspectives-encouraging everyone to bring their authentic selves to work. For these reasons and more ICP is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment.