What are the responsibilities and job description for the Global Operations Manager position at map?
Do you want to play a critical role in ensuring seamless global operations and delivering world-class service to our clients? In this role, you will be at the center of driving operational excellence across multiple regions, ensuring efficiency, consistency, and collaboration in a dynamic, fast-paced environment.
What will your day look like?
As a Global Operations Manager, you will oversee operations at a global level, ensuring alignment across multiple regions while maintaining strategic oversight, resource allocation, and client satisfaction.
Your day will involve:
- Managing the delivery of marketing operations teams in accordance with client contracts and SLAs.
- Identifying and implementing process improvements to enhance service consistency and optimize KPIs.
- Planning and governing the global structure, team utilization, and financial accuracy for monthly, quarterly, and annual reviews.
- Fostering knowledge sharing and best practices across regional teams to align with global objectives.
- Working closely with in-house teams to ensure operational strategies align with client and agency goals.
- Acting as a key liaison for internal and external stakeholders, providing regular performance reports, and ensuring alignment with senior leadership.
Who are you going to work with?
You will be part of a diverse, global working environment that values collaboration, innovation, and operational excellence. You’ll work closely with senior leadership, cross-functional teams, and top-tier clients to shape and execute strategic initiatives that drive success across multiple regions.
What will you bring to the table?
You are a proactive and highly organized leader with a strategic mindset and a strong ability to manage complexity. You thrive in a fast-paced environment, balancing operations, people management, and client relations with ease.
You excel at:
- Strong experience in overseeing multi-region service delivery, process standardization, and KPI optimization.
- Ability to develop and execute long-term operational strategies, including workforce planning and commercial KPI tracking.
- Skilled in managing escalations, ensuring transparency, and maintaining strong relationships with internal and external partners.
- Proficient in monitoring performance KPIs and utilizing insights to drive continuous improvement.
- Experience in leading operational transformations and aligning teams across multiple time zones.
For this role, we expect you to have:
- Proven experience in global operations management within a service-oriented or agency environment.
- Strong understanding of marketing operations and service delivery frameworks.
- Experience in compliance management, including GDPR, SLA governance, and risk mitigation.
- Excellent stakeholder management skills, with the ability to communicate complex topics clearly and effectively.
- Proficiency in operational tools such as JIRA, Smartsheet, Confluence, and Excel.
- mapFinancial acumen to oversee budgets, control costs, and optimize resource allocation.
A leader in personalized customer experiences
VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM. With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric. Together, we are 1000 technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55 nationalities.
A global network
We are part of the global VML network that encompasses more than 30,000 employees across 150 offices in 60 markets, each contributing to a culture that values connection, belonging, and the power of differences.
#LI-EMEA
WPP (VML MAP) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.
For more information, please visit our website, and follow VML MAP on our social channels via Instagram, LinkedIn and X.
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