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!

ABOUT THE ROLE

As an Account Operations Lead, you will play a key role in supporting operational execution for the Coca-Cola account, working closely with the Global Operations Director to ensure the seamless delivery of DAM services.

You will lead operational delivery for assigned Coca-Cola brands and Operating Units, coordinating globally dispersed teams responsible for asset ingest, metadata management, governance, and user support within Coke’s DAM ecosystem. The platform supports a large global environment used by brand teams, agencies, and regional stakeholders to manage and distribute marketing content.

Your role focuses on coordinating day-to-day operations, ensuring workflows are executed efficiently, and maintaining alignment with governance standards and SLAs. You will contribute to DAM best practices, including metadata quality, taxonomy governance, asset lifecycle management, and operational reporting.

You will also help resolve operational challenges, support reporting and data analysis, and ensure the team meets client expectations. As a key member of the account operations team, you will help drive operational success while strengthening client relationships and supporting long-term platform adoption.

Your day-to-day responsibilities will involve collaborating closely with the Global Operations Director and stakeholders to prioritize tasks, monitor platform activities, and support continuous improvement of DAM workflows.

HOW YOU WILL MAKE AN IMPACT

• Coordinate operational activities for the Coca-Cola account, ensuring smooth execution and delivery of DAM workflows and services.
• Lead asset management operations for assigned brands and Operating Units, ensuring alignment with governance standards and SLAs.
• Provide operational leadership for the Operating Units’ DAM support team, ensuring consistent delivery standards and collaboration across regions.
• Act as a key operational contact for client stakeholders, facilitating communication, alignment, and prioritization of requests.
• Support globally dispersed teams in achieving client objectives while maintaining operational efficiency.
• Assist in managing workflows, distributing workloads, and tracking team performance to meet SLAs and project deadlines.
• Contribute to the implementation and optimization of DAM workflows, ensuring alignment with client goals and best practices.
• Ensure adherence to DAM governance standards, including metadata quality, asset ingestion processes, and taxonomy structures.
• Support asset lifecycle management, including ingestion, metadata governance, asset updates, and archiving processes.
• Engage with brand teams and agency partners to support DAM workflows, resolve asset management issues, and promote best practices.
• Provide operational reporting on platform activity, SLA performance, and team delivery metrics.
• Promote adherence to governance frameworks to maintain asset compliance, data integrity, and user satisfaction.
• Support training and best practice guidance to increase user engagement and adoption of Coke’s DAM platform.
• Identify operational risks and workflow bottlenecks, and escalate issues when needed to maintain SLA delivery.

ACCOUNT OPERATIONS EXECUTION

• Assist in building and maintaining operational timelines for the client account to ensure timely delivery of projects.
• Monitor SLAs, team capacity, and platform activity to support alignment with client expectations.
• Support the creation of status reports and KPIs for stakeholder review.
• Help identify and escalate operational challenges, contributing to resolution strategies.
• Assist in creating SOPs for account operations.
• Implement, execute, and maintain SOPs to ensure operational excellence across the account team.
• Maintain process documentation, as well as reporting and analytics documents.

PROCESS IMPROVEMENTS

• Document and refine workflows tailored to client needs to improve process efficiency and consistency.
• Identify opportunities to leverage technology and automation to improve operational outcomes.
• Support operational enhancements and DAM workflow improvements in collaboration with internal teams.

COLLABORATION

• Build strong relationships with Coca-Cola stakeholders, ensuring clear communication and consistent service delivery.
• Work closely with cross-functional teams to provide seamless operational support.
• Facilitate coordination among globally dispersed teams to maintain cohesive operations.
• Actively participate in client communication channels to provide ongoing operational support and guidance.

WHAT YOU WILL BRING

• 4+ years of experience in marketing technology, content operations, Digital Asset Management, or a related field. A bachelor’s degree in a related field is required.
• Team Collaboration: Proven ability to work effectively within teams, fostering collaboration and contributing to shared goals.
• Operational Support: Foundational knowledge of metadata management, taxonomy structures, asset ingest processes, and DAM systems.
• Technical Skills: Proficiency in Microsoft Office, data analysis, and familiarity with DAM or related platforms.
• Client Interaction: Strong communication skills for managing stakeholder relationships and aligning on objectives.
• Attention to Detail: Ability to manage detailed workflows while balancing broader client goals.
• Problem-Solving: A proactive approach to identifying and resolving challenges in a dynamic operational environment.
• Communication Skills: Clear verbal, written, and presentation abilities to support effective stakeholder engagement.
• Project Management: Familiarity with project management best practices and standards.

PREFERRED QUALIFICATIONS

• Experience working with enterprise DAM platforms.
• Experience supporting global marketing and brand operations environments.
• Experience in library and information science or system integrations is a plus.
• Familiarity with automation tools and process optimization is desirable.
• Project management experience is a plus.
• Team leadership or team coordination experience.