Senior Director, Content Operations Lead (US)

Overview

Lead the design, standing up, and run-state of scaled content operations services for enterprise clients, working from service model design through go-live, stabilization, and handover, including forward-deployed work embedded in client teams.

What you'll do

• Map the full content lifecycle end-to-end and the organizational model underneath it
• Diagnose where the current model breaks and capacity that cannot absorb peak
• Design the target-state service model and the decision rights that govern all of it
• Define the governance layer so that compliance can say yes at speed rather than at the end
• Establish the measurement framework before go-live, with baselines set for cycle time, first-pass approval rate, reuse rate, cost per asset, and on-time delivery
• Build the activation plan with named owners against every dependency
• Stand up the service model so the operating infrastructure is working before volume arrives
• Resource and onboard the team
• Run the cutover
• Stabilize the service post-launch through office hours, support, performance monitoring against baselined SLAs and KPIs, model refinement, and a transition close-out that documents what remains open
• Redesign the operating model around AI-native capability, defining new ways of working and reshaping workflows, roles, decision rights and handoffs around them
• Collaborate with engineers and creative technologists to stand up the content stack, both out of the box and custom built
• Codify standards, brand compliance, and legal review for machine-consumption
• Prototype to accelerate delivery, using prompts, prototypes and lightweight internal tools to prove patterns quickly before scaling them through engineering
• Own VP-to-C-suite relationships across CMO, CCO, content operations lead, and platform owner, and the cross-functional teams that intersect to ship the work
• Translate between the CMO's brand and growth agenda and production's capacity and craft constraints
• Lead the delivery pod, including casting, offshore and partner capacity management
• Shape commercial strategy
• Run the workshops and steering reviews
• Convert proven engagements into reusable accelerators, methods, and offerings
• Develop thought leadership and case studies that earn the next engagement
• Shape partnerships with platform and ecosystem players (Adobe, Pencil, Typeface) and contribute to joint go-to-market plays
• Set the bar for what full-stack, AI-fluent, embedded delivery looks like in the content operations domain

What you'll need

• 10-15 years across content operations, creative production, marketing operations, consulting, or transformation delivery, with meaningful time spent both advising and operating
• Deep fluency in how content actually gets made at enterprise scale
• A track record of shipping in enterprise environments
• A history of building pipelines, methods, or production capabilities that outlived the engagement that created them
• Commercial instinct to shape scopes, build capacity models, defend margin, and grow accounts through proof-driven expansion
• A background that bridges creative production or studio operations and consulting or transformation work
• Direct experience standing up a service, studio, shared service center, or production pod from design through go-live and stabilization
• Working command of the transition lifecycle and the entry and exit criteria at each gate
• Hands-on experience with resourcing, knowledge transfer, readiness testing, phased ramp, SLA baselining, and transition close-out
• Proven record driving adoption in an organization that did not want the change
• A bias toward shipping
• Ability to decompose a content workflow into demand, capacity, quality gates, automation, and human-in-the-loop steps that hold up under volume
• Accountability to outcomes
• Comfort in ambiguity
• Bachelor's Degree

Nice to have

• Willingness to travel within the US (20-30%)

Details

• Location: New York, New York, United States; Remote
• Travel within the US: 20-30%