Job detail for Director, Account Operations

Expression of interest due to a new potential client win

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. Content confidently.™

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!

The Opportunity

We’re looking for an experienced Director, Account Operations to provide senior operational leadership across complex client environments.

This is a strategic and hands-on role sitting at the intersection of marketing operations, digital asset management (DAM), platform strategy, creative operations, technology and client delivery.

Working closely with the VP Client Success and senior client stakeholders, you’ll translate client priorities and business needs into scalable operating models that improve efficiency, quality, productivity, adoption and overall delivery performance.

You’ll own the operating system that enables successful delivery — from planning and resources through to workflows, governance, performance and continuous improvement.

Key

Client & Operational Leadership

• Act as a senior operational partner to the VP Client Success and client stakeholders.
• Translate client priorities and service commitments into effective delivery models.
• Build trusted client relationships through proactive communication and problem-solving.
• Provide visibility of delivery performance, risks, dependencies and opportunities.
• Design and continuously improve operating models, workflows and governance.

Content, DAM & Platform Operations

• Lead global-to-local content and digital asset management processes.
• Oversee governance across approvals, compliance, usage rights, archiving and asset lifecycles.
• Own and evolve a multi-platform DAM ecosystem, including metadata, taxonomy, integrations and discoverability.
• Partner with Product, Technology and IT teams on platform roadmaps, enhancements and integrations.
• Lead platform enhancements, migrations, UAT, release readiness and adoption.

Innovation & Continuous Improvement

• Identify opportunities for automation, AI, asset intelligence and digital transformation.
• Lead onboarding, migrations, platform transitions and change initiatives.
• Drive process improvement, governance and operational excellence.
• Work with ICP solution experts to identify opportunities to solve client challenges through innovation.

People, Resource & Delivery Leadership

• Provide direction to workstream leaders and delivery teams.
• Lead resource planning and deployment, aligning skills, capacity, location and seniority with demand.
• Identify opportunities to improve utilisation, resilience, productivity and client value.
• Partner with People Leads on workforce planning and capability requirements.
• Work with PMO teams on planning, reporting, forecasting, risk and governance.

Performance & Insights

• Develop reporting across service delivery, quality, productivity, capacity, risk and platform adoption.
• Use data and stakeholder feedback to identify trends and recommend improvements.
• Maintain strong operational visibility through dashboards, governance forums and performance reviews.
• Provide operational insight to support forecasting, account planning and delivery economics.

About You

We’re looking for an experienced operations or delivery leader who has a proven track record working in complex client environments.

You’ll bring:

• Significant experience in operational or delivery leadership roles.
• Strong senior stakeholder and client relationship management skills.
• Experience across content operations, marketing operations, creative operations, DAM, digital platforms or related environments.
• The ability to translate business requirements into practical, scalable operating models.
• Strong organisational, analytical and problem-solving skills.
• Experience leading cross-functional teams and complex workstreams.
• A strong understanding of resource planning, capacity management and performance governance.
• A passion for continuous improvement, innovation and operational excellence.
• The confidence to influence senior stakeholders and bring clarity to complex situations.

Most importantly, you’ll be someone who enjoys solving problems, building strong partnerships and turning complexity into effective delivery. You won’t be expected to have every answer — but you will be expected to ask the right questions and find the right solutions.

Why ICP?

At ICP, our values are at the heart of everything we do:

Curious | Focused | Creative | Trustworthy | Inclusive

We’re a people-first organisation committed to creating an environment where our people can thrive both at work and outside of it.

Our benefits include:

• Hybrid working
• Generous paid time off
• Paid holidays
• Volunteer time off
• Summer half-day Fridays
• Health and wellbeing support
• Mental health support
• Competitive benefits and savings programmes

If you’re an experienced operational leader looking for the opportunity to shape delivery, influence senior stakeholders and help some of the world’s biggest brands transform their content operations, we’d love to hear from you.

Apply now to join ICP as our Director, Account Operations.