Service Operations Manager

Our ideal Service Operations Manager will oversee the daily operations of our Creative-as-a-Service (CaaS) team, ensuring timely and high-quality delivery of creative services. At Designity, you will develop and implement operational policies to enhance efficiency, manage project workflows from inception to completion, and ensure adherence to established processes. You will be instrumental in quality assurance, continuously elevating service standards, and resolving any discrepancies promptly. This role also involves identifying opportunities for process improvements, staying updated on industry trends, and tracking key performance indicators (KPIs) to inform strategic decisions.

If you are looking for the opportunity to join a growing company that is transforming the creative industry, then Designity is the place for you.

Designity is a subscription-based creative platform that enables seamless more efficient collaboration between creatives and businesses through a unique and innovative model. Our unique approach has attracted companies of all sizes, including Calendly, Kung Fu Tea, and Marriott Hotels, who choose Designity for their design and marketing needs over traditional, more expensive, and less efficient alternatives.

We’re revolutionizing the creative industry by introducing more thoughtful, effective, modern design and marketing methods. Companies traditionally hire in-house creatives, which is costly, time-consuming, skill-limiting, and requires substantial supervision. Working with traditional design and marketing agencies offers an alternative but at a high cost. Marketplaces like Upwork and Fiverr claim to offer a more affordable solution, but their model lacks reliability and optimization for creative practices, bringing frustration for businesses.

While we still operate like a startup, we are in full scale- up mode. If you are looking for the opportunity to join a growing company that is transforming the creative industry, then Designity is the place for you.

RESPONSIBILITIES:

Operational Oversight:

• Oversee daily operations of the Creative-as-a-Service (CaaS) team, ensuring timely and high-quality delivery of creative services.
• Develop, implement, and enforce operational policies and procedures to enhance efficiency and effectiveness.

Strategic Planning:

• Identify opportunities for process improvements and operational efficiencies.
• Stay abreast of industry trends and best practices to ensure the service remains competitive and innovative.

Quality Assurance:

• Oversee quality control processes to ensure all creative outputs meet the highest standards.
• Strategically plan to continuously elevate quality standards across operations.
• Address and resolve any quality issues or discrepancies promptly.

Project Management:

• Ensure projects are delivered on time, within quality standards, and meet the defined scope.
• Act as the process expert and ensure adherence to established processes including adhering to our timeline creation requirements, usage of Designity tools and systems.

Performance Analytics:

• Track and analyze key performance indicators (KPIs) to measure the success of operations.
• Generate regular reports and insights to inform decision-making and strategy.
• Utilize data to identify trends, opportunities, and areas for improvement.

System and Service Management:

• Ensure client accounts are serviced correctly, including timelines, check-ins, creative team coverage, and system usage.
• Monitor Creative Director (CD) services and systems, ensuring CDs perform quality assurance checks and follow the established processes.
• Ensure smooth and correct execution of CD and client onboarding processes.
• Act as a liaison with Subject Matter Experts (SMEs) to resolve service inefficiencies and suggest improvements.

Training and Development:

• Identify training needs and opportunities for team members to enhance their skills and knowledge.
• Manage training initiatives cross-collaborating with SME's to ensure continuous quality process improvement.

QUALIFICATIONS:

• Education: Masters Degree in Systems Design, Operations Management, Business Administration, or other relevant fields.
• Relevant Experience: Minimum of 5 years in a similar role, preferably in a start-up or agency environment, with a proven track record in project management and operations oversight.
• Project Management Certification: PMP or similar certifications are preferred.
• Process Management Expertise: Demonstrated ability in managing and optimizing processes, with a strong emphasis on providing strategic advice based on data-driven decisions.
• Analytical Skills: Experience in tracking and analyzing KPIs to inform strategy and improve operational efficiency.
• Communication Skills: Exceptional communication and interpersonal skills, with the ability to effectively liaise with various stakeholders.
• Multitasking Ability: Proven capability to manage multiple projects simultaneously and meet tight deadlines.
• Problem-Solving Skills: Strong aptitude for identifying inefficiencies and suggesting improvements to enhance service delivery.

BENEFITS:

• Hybrid model (min 3 days office attendance required)
• Comprehensive benefits package including 401k and health insurance for qualified W2 employees.
• Flexible PTO, and company holidays.
• Enjoy dedicated focus times designed to boost your productivity and creativity.

Compensation: $90,000 - $120,000

In order to be considered for this position, you need to complete the application process at www.designity.com/careers/service-operations-manager

Please do NOT follow up on your application. We will be in touch within 2-3 weeks if you're qualified.

At Designity, employment decisions are based on business needs, qualifications, and merit. We are an Equal Opportunity Employer, valuing diversity in culture, perspectives, skills, and experiences, which strengthens our team, clients, and products.

Be cautious when applying. Official communications from Designity will come only from the Designity.com domain. We will never request payment details. Beware of scammers using fake domains like Designity.team to attempt fraud.