Operations Excellence Manager

Summary

Join Superside as an Operations Excellence Manager and lead our Project Support Operations & Data Insights teams in optimizing processes and providing actionable insights. You will improve internal workflows, drive process innovation, and enhance operational efficiency through scalable solutions and data-driven decision-making. Collaborate across teams to streamline systems, implement best practices, and ensure data accuracy. Reporting to the Head of Performance, you'll enhance both internal team performance and customer satisfaction. Lead a team, oversee project processes, identify and implement strategic initiatives, gather and analyze feedback, and collaborate with other teams. You will also develop and mentor a high-performing team, manage KPIs, and leverage AI solutions.

Requirements

• 5+ years of experience in operations roles, with a focus on process improvement and service optimization
• Strong stakeholder and project management skills, with experience leading cross-functional initiatives
• Background in escalations/ticket management and support functions
• Data analytics expertise (SQL, Looker, Google Sheets) with the ability to extract insights and drive strategy
• Excellent communication skills, with the ability to lead training and align diverse teams
• Proven people leadership and team management experience, fostering high performance
• Process-oriented, execution-driven mindset with a bias for action
• Understanding of user-centric design and experience optimizing processes for creative services
• Curiosity, ambition, and a growth mindset, with the ability to thrive in a fast-paced, dynamic environment

Responsibilities

• Lead a team of Insights Specialists and Project Support Associates, ensuring effective project operations and data-driven improvements
• Oversee and enhance the Project Issues Process, improving adoption and reducing response times
• Identify and implement strategic initiatives to optimize workflows and transition teams to scalable solutions
• Gather and analyze feedback from Project Managers, identifying areas for improving creative quality and service levels
• Collaborate with Creative Excellence, Data Analytics, and Creative Services to improve tools, dashboards, and decision-making processes
• Promote best practices across teams, ensuring continuous learning and operational efficiency
• Develop, manage, and mentor a high-performing team, fostering a culture of collaboration and accountability
• Own and optimize key performance indicators (KPIs) to measure team impact and operational success
• Leverage advanced AI solutions to automate or streamline additional manual processes, driving operational innovation

Preferred Qualifications

Experience in a fast-growing, disruptive creative industry is a plus