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!

Director, Account Operations is the senior operational leader responsible for designing, optimizing and continuously improving the delivery engine across a portfolio of accounts. Working in partnership with Client Success Directors (CSDs), the role translates client demand into scalable operating models and uses portfolio visibility to improve capacity, productivity, consistency, economics and innovation.

The CSD owns the client outcome; the Director owns the operating system that enables it across planning, workstreams, resources, workflows, governance, performance visibility and continuous improvement. The role is accountable for the effectiveness and evolution of that operating system, rather than the day-to-day management of activity within it.

Depending on account complexity, the Director may work closely within a major strategic account but remains accountable for identifying and creating leverage across the wider portfolio. The Director leads across integrated delivery teams, partnering with workstream leads, PMO, Technology, Automation & Innovation, Client Strategy and other specialist teams to ensure the right people, processes and ways of working are in place.

The Director also brings an operational lens to significant new work and material changes to existing services, ensuring IP can operationalize commitments effectively across resource model, capacity, location, workflow, tooling and transition. 

This is a proactive leadership role for someone who can anticipate operational needs, solve complex delivery challenges, bring clarity to fast-moving environments, and identify opportunities to improve quality, efficiency, productivity and client value. While the role does not carry direct sales or commercial target ownership, it has an important influence on delivery economics through smart resource planning, capacity management, workflow design, risk reduction and operational discipline.

WHAT YOU WILL DO

Client-facing delivery leadership

• Act as the senior operational delivery partner to the Client Success Director and client stakeholders.

• Translate client priorities, outcomes, and service commitments into a clear delivery model that teams can execute with confidence.

• Build trusted client relationships through strong operational leadership, transparent communication, and proactive problem-solving.

• Provide clients and internal teams with a clear view of delivery performance, operational risks, dependencies, opportunities, and recommended actions.

• Represent the operational health of ICP’s delivery model in client governance, planning, and performance conversations.

• Stay close to the client’s operating context, priorities, ways of working, and evolving needs so delivery decisions remain outcome-led.

Operating-model ownership

• Design, implement, and continually improve the operating model required to deliver agreed client outcomes.

• Define how workstreams, teams, governance, decision-making, escalation paths, and delivery interfaces should operate.

• Adapt the delivery model as client needs, scope, volume, technology, locations, or priorities change.

• Establish an effective operating rhythm across ICP and client teams.

• Identify and resolve gaps, duplication, bottlenecks, and unclear accountability across the delivery model.

• Connect account-level delivery with the wider portfolio model so resources, capabilities, and lessons learned can be leveraged effectively.

Workstream and delivery leadership

• Lead integrated delivery across accounts or workstreams, ensuring team execution is aligned to client priorities and agreed outcomes.

• Provide direction to workstream leaders and delivery teams on priorities, sequencing, dependencies, and expected results.

• Monitor delivery health, quality, productivity, service performance, and operational risk.

• Intervene early when performance is at risk and coordinate corrective action across the relevant teams.

• Partner with embedded PMO resources on planning, governance, reporting, controls, and portfolio-level visibility.

• Maintain accountability for how the work operates while ensuring overall client success remains clearly owned by the Client Success Director.

Resource deployment and delivery economics

• Lead resource planning and deployment within the portfolio, aligning skills, capacity, location, seniority, and cost with delivery demand.

• Identify opportunities to redeploy resources across accounts or workstreams to improve delivery performance, utilisation, resilience, or client value.

• Maintain visibility of current and future capacity needs, constraints, and capability gaps.

• Escalate resource requirements that cannot be resolved within the portfolio through the appropriate Operations and workforce-planning channels.

• Improve delivery economics through effective workforce mix, capacity utilisation, workflow design, standardisation, and productivity.

• Provide operational insight that informs forecasting, margin management, and account planning.

• Support the CSD and Growth leadership with delivery intelligence, without owning sales targets, pipeline, or commercial negotiations.

Proactive innovation and continuous improvement

• Own and drive a proactive innovation and continuous improvement agenda for the accounts you support.

• Identify opportunities to improve client outcomes, service quality, employee experience, productivity, speed, and cost-effectiveness.

• Use operational data, client insight, team feedback, and market developments to spot opportunities before they become explicit client requests.

• Partner with Technology, Automation & Innovation, Client Strategy, delivery teams, and client stakeholders to shape and implement new solutions

• Ensure ideas move beyond recommendations and are embedded into ways of working where they create measurable value.

• Identify opportunities to apply automation, AI, improved tooling, new workflows, and alternative delivery approaches.

• Share proven approaches across the portfolio and contribute learning to relevant Communities and Delivery Excellence teams.

Performance, insight, and governance

• Define the operational measures required to understand whether the delivery model is working effectively.

• Ensure service levels, KPIs, quality measures, productivity indicators, and operational commitments are consistently monitored.

• Translate operational data into clear insights and recommendations for ICP and client stakeholders.

• Establish transparent reporting across workstreams without creating unnecessary administrative burden.

• Maintain active visibility of risks, dependencies, constraints, and emerging opportunities.

• Lead operational reviews and ensure actions are assigned, progressed, and resolved.

• Use evidence and insight to challenge existing ways of working and guide decisions about the future delivery model.

Leadership of work, not primary ownership of careers

• Provide clear direction, coordination, and day-to-day leadership to workstream leaders and delivery teams.

• Create an environment where teams understand client priorities, delivery expectations, and how their work contributes to wider outcomes.

• Provide meaningful input to performance and development conversations based on direct observation of delivery.

• Partner closely with Portfolio People Leads, who retain formal accountability for performance management, coaching, career development, succession, and people-related decisions.

• Support workforce planning by identifying capability needs, performance themes, leadership gaps, and future demand.

WHO YOU WILL WORK WITH

• Client Success Directors, partnering closely to translate client ambition into a practical delivery model and ensure ICP delivers with confidence, quality, and consistency.

• PMO, working together on integrated planning, governance, controls, reporting, forecasting support, resource visibility, risk tracking, and operational standards.

• Portfolio People Leads, providing delivery-performance input and workforce insight while they retain formal accountability for people leadership, coaching, career development, and performance management.

• Delivery Excellence Leads and Communities, applying standards and best practices in the client environment, sharing feedback on what works, and helping strengthen capability across the portfolio.

• Technology, Automation & Innovation and Client Strategy teams, shaping and embedding new ideas, tools, and delivery approaches that improve client value and operational performance.

WHAT SUCCESS LOOKS LIKE

ABOUT YOU

• You are an experienced delivery or operations leader with a strong track record in complex client environments.

• You can translate strategic goals into practical operating models, delivery plans, governance rhythms, and team priorities.

• You are confident working with senior client stakeholders and internal leadership teams.

• You bring clarity to ambiguity, structure to complexity, and momentum to cross-functional delivery.

• You understand the levers that drive delivery performance, including resource planning, capacity, utilisation, workflow design, productivity, quality, and risk management.

• You are proactive and commercially aware, with the ability to improve delivery economics without compromising client outcomes, service quality, or team health.

• You are curious about innovation and continuous improvement, including the practical application of automation, AI, new tools, and better ways of working.

• You are a collaborative leader who can influence through partnership, evidence, and trust rather than formal authority alone.

EXPERIENCE AND QUALIFICATIONS 

• Significant experience in delivery operations, account operations, consulting, managed services, marketing operations, or a related client-services environment.

• Proven experience leading complex client-facing delivery models, ideally across multiple workstreams, markets, service lines, or stakeholder groups.

• Strong understanding of how to design and run effective operating models, including governance, workflow, resourcing, capacity planning, risk management, reporting, and performance improvement.

• Experience partnering with senior client stakeholders and internal leadership teams to translate strategic goals into practical delivery plans and measurable outcomes.

• Strong commercial awareness, with the ability to understand how operational decisions influence margin, productivity, utilisation, quality, and client value.

• Experience leading cross-functional teams or workstreams, including providing direction, coaching, feedback, and performance input in a matrixed environment.

• Working knowledge of marketing technology, content operations, managed content services, DAM, CMS, workflow, automation, AI, or related platforms is advantageous.

• Demonstrated ability to use data, KPIs, service levels, and operational insight to identify risk, shape recommendations, and drive continuous improvement.

• Excellent communication, stakeholder management, facilitation, and problem-solving skills.

• Bachelor’s degree in business, marketing, operations, or a related field preferred; equivalent experience will also be considered.

Success in this role will be measured by

• Achievement of agreed client outcomes and operational commitments.

• Client confidence in ICP’s delivery operations and day-to-day performance.

• Quality, consistency, and resilience of delivery across accounts and workstreams.

• Effectiveness of resource planning, deployment, utilisation, and capacity management.

• Improvement in productivity, throughput, workflow, and reduction of avoidable friction or rework.

• Timely identification and resolution of operational risks, dependencies, and constraints.

• Adoption and measurable impact of innovation, automation, and continuous improvement initiatives.

• Strength of collaboration with Client Success Directors, PMO, Portfolio People Leads, specialist teams, and delivery communities.