Senior Manager Of Marketing & Operations

at  Keen

About Keen
Welcome to Keen, where art meets science. We’re more than just another service provider or an outsourcing company. Keen acts as an integral extension of our clients’ teams and business goals. Join our group of tastemakers specializing in digital marketing, creative, and customer experience, driving growth for our global clientele. Our vision is an ambitious one: to have best in class leaders and a culture of delivering excellence globally.
If you’re keen to advance your career, embrace challenges, and redefine what’s possible in the digital realm, you might just be the perfect fit for our dynamic team. Join us, and let’s unlock the full potential of our clients’ brands together.
Role Description
We are seeking an experienced Senior Manager of Operations to oversee and streamline our internal processes. The ideal candidate will be responsible for managing the daily operations of our company, ensuring efficiency, and implementing strategic initiatives. This position offers a unique opportunity to shape the future of Keen by creating systems that support accelerated growth and operational excellence.

REQUIREMENTS:

• 5+ years in a manager, leadership, or role where you were responsible for managing an organizational department or team of at least 15 employees.
• 3+ years management experience in an agency and/or BPO providing digital marketing and creative services.
• Experience working with digital marketing, creative, and customer experience teams – with the knowledge of what makes “great” work.
• Proven experience in an operations management role with a sizable remote/hybrid team.
• Experience in handling client-facing and internal operational issues with the know-how on resolving them.
• Experience being responsible for hiring, training, and onboarding.
• Proven track record in systems building, process improvement, and documenting policies and procedures.
• Expert at handling interpersonal challenges, conducting performance appraisals, and managing a diverse team.
• Strong proficiency in operational management software and tools.

• Oversee day-to-day operations, ensuring all deliverables are met efficiently and cost-effectively.
• Oversee the quality of team performance across Digital Marketing, Creative, and Customer Experience.
• Improve operational management systems and processes through leveraging software, automations, and best practices.
• Develop and manage strategic and operational plans to achieve company objectives.
• Recruit, train, and supervise staff, fostering a culture of high performance and continuous improvement.
• Manage budgets and forecasts, analyze financial data, and oversee expense management.
• Interface with clients to ensure service standards are met and address any operational issues.
• Organize and oversee onboarding processes, HR functions, and work with payroll providers.
• Organize and maintain office space to ensure a productive work environment.
• Collaborate with partners such as IT, infrastructure, technology, and software providers to support operational needs.
• Develop and enforce quality control procedures, ensuring service quality and client satisfaction.
• Identify and mitigate operational risks, ensuring compliance with legal requirements and industry regulations.