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. 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 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.  

This position is responsible for the delivery and maintenance of client-facing account work, including satisfying contractual agreements per terms of SOWs, meeting SLAs, quality assurance, and ensuring process improvement. By focusing on maintaining processes, best practices, and establishing reporting and metrics, across all client projects, the Manager, Account Operations ensures high-quality service delivery and achievement of key milestones and metrics.  

By facilitating open communication amongst cross-functional stakeholders including setting and maintaining expectations, Manager ensures delivery of agreed upon outcomes on time, and on budget.  

The Manager, Account Operations is responsible for partnering with our dynamic, client-facing teams who are engaged in various operational and content-related activities. This role supports a portfolio of global companies where leadership, customer service, process adherence are crucial. The primary focus will be on leading a cross-functional account teams in the achievement of project objectives and business-related outcomes to ensure seamless day-to-day BAU (business as usual) operations, ongoing management of resources and risks and issues, as well as maintenance of standard operating and reporting documents.  

The role requires effective operations management, project management leadership, strategic thinking, tactical execution oversight, and excellent communication skills. 

A proficient and inclusive leader, the Manager, Account Operations fosters achievement of objectives while balancing and maintaining a people-centric focus. Leading by example, they exhibit exceptional client-facing skills and service across various scenarios, ranging from day-to-day project operations to handling complex issues and proactively mitigating risks and challenges as they arise.  

By infusing ICP core values of Curiosity, Collaboration, Adaptability, Focus, Creativity, Trust, and Inclusivity into their leadership approach, they will not only achieve success in this role but also contribute to the positive culture and growth of the organisation. 

This role reports to the Sr Manager, Account Operations 

Must be able and willing to collaborate across time zones to accommodate our global clientele and delivery teams.  

HOW YOU WILL MAKE AN IMPACT 

• Identify opportunities for process optimisation to streamline workflows, enhance efficiency and effectiveness. 

• Oversee daily account operations for all assigned workstreams. 

• Partner with Sr. Manager, Operations Management to develop, enhance, document, and manage operations processes, SOPs, toolkits, and best practices.  

• Support in development and implementation of quality assurance processes. 

• Find continuous improvement opportunities within current processes.  

• Ensure activities remain on time and within scope and budget.  

• Manage resourcing; raise resourcing concerns or constraints to key ICP account team leadership including Client Partner, to ensure the appropriate operating model and resources are in place to deliver with excellence.  

• Oversee collection and analysis of pertinent data to ensure SLAs + KPIs are being met and measured consistent with client expectations. 

• Responsible for reporting on account status.  

• Make strategic recommendations to Client Partner team regarding areas of opportunity for account growth based on data and observation. 

• Partner with cross-functional team members to improve tools and processes 

• Maintain open and proactive communication with internal and client stakeholders and cross-functional team leads to ensure proper account operations  

• Lead, motivate, and support a team in a fast-paced environment 

• Provide QA for all workstreams 

• Provide support for client platforms 

• Create and enforce content governance & quality / compliance checks to include qc of systems process, workflow alignment and the wider and appropriate use of the tool for the client business.  

• Support production of process, content and platform insight, analytics, satisfaction & improvement programs reporting on system usage and process engagement and making appropriate recommendations for continuous improvement.  

• Implement programs and processes to help clients get more value from their technology platforms including (but not limited to) – optimising user set-up and configuration, assisting with personalisation, providing best practice and power-user support. 

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, including a minimum of 5 years’ experience in a client-facing agency or consulting role.; or any combination of education and experience, which would provide an equivalent background. 

• Experience in developing platforms for internal processes. 

• Understanding of Business Process / Business Process Mapping.  

• Experience in coaching project team members 

• Proficiency with Project Management Software & Microsoft Excel 

• Knowledge of content management systems and platforms 

• Strong communication skills, both verbal and written, with effective presentation skills 

• Familiarity with agile methodology 

• Must have acute attention to detail  

• Basic technical and operational knowledge across various industry segments 

• Creative problem-solving mindset and a deeply curious nature 

• Ability to clearly articulate complex technical situations / ideas and lead discussions with clients, colleagues, and leadership 

• Ability to adapt to evolving client needs, industry trends, and internal processes  

• Strategic thinking  

• Emotional intelligence 

• Excellent time management skills 

• Ability to remain flexible in a fast-paced environment 

• Experience in metadata governance, and content platform performance 

• Ensure that data models, taxonomy and content flows are governed, reported and continuously optimised.  

• Experience in DAM; CMS, PIM, Workflow Management; or MRM platform preferred.  

• Ability to audit platforms content, identify gaps in metadata coverage and governance processes (ensuring taxonomy standards, global naming conventions, and metadata alignment). 

• Engage with stakeholders to provide QC insights, align on requirements, and track performance. 

• Generate performance metrics and business reports for leadership on DAM efficiency and team productivity. 

• Quarterly gap analysis reports with actionable recommendations (e.g., resource needs or process updates) 

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. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions.

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.