• Own the end-to-end creative workflow, from intake and prioritization through delivery and post-project analysis • Design, implement, and continuously optimize creative processes that support high-volume CRM and integrated creative production • Establish clear intake, prioritization, and planning frameworks that balance business urgency, creative quality, and team capacity • Own the Creative Studio’s operating system, with Asana as the primary workflow platform — including workflow architecture, governance, dashboards, reporting, and adoption • Integrate and collaborate across additional tools and systems as needed, including Jira, Basecamp, and shared operational platforms • Build and maintain documentation including SOPs, workflow maps, operating guidelines, and reference materials • Act as a strategic partner to Creative Directors, Strategy, Analytics, DataCloud, and Marketing teams to align priorities, streamline handoffs, and improve delivery efficiency • Manage creative dependencies and timelines across cross-functional initiatives, particularly CRM and lifecycle programs • Serve as a trusted operational voice in planning conversations, helping teams scope work, set realistic timelines, and mitigate risk • Own resourcing, capacity planning, and workload balancing across the Creative Studio • Build and maintain reporting dashboards that provide visibility into utilization, delivery health, volume, turnaround time, and operational KPIs • Use data and insights to proactively identify bottlenecks, recommend solutions, and inform leadership decision-making • Establish operational QA checkpoints to ensure high standards of execution and consistency • Identify workflow friction points and lead process improvements that reduce manual effort and improve speed to market • Manage and mentor two direct reports, developing a high-performing Creative Operations function • Set clear expectations, provide coaching, and create growth paths for operational talent within the studio • Foster a collaborative, service-oriented operations culture that supports creative excellence • Play an active role in Creative Studio leadership rituals, including quarterly business reviews, planning cycles, and cross-team alignment initiatives • Contribute to long-term operational strategy as the Creative Studio continues to scale