HEAD OF PRODUCT OPERATIONS

August 21

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Medialab Group

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Medialab Group is the UK’s leading independent media agency.

Direct Response • Media Planning • Media Sales • Direct Mail • Inserts

51 - 200

Description

• Accountable for the health of our daily operations including effectiveness of agile rituals, use of task-tracking software and stakeholder communication • Responsible for the daily leading of delivery & support resources to ensure timely, high quality output of Apollo's analytics services to customers • Responsible for deeply immersing yourself in the core output of the business, building client & domain knowledge, and developing trusted relationships to garner influence and legitimacy • Responsible for evolving our ways of working, within-team and with the business, to increase efficiency, collaboration and quality of output • Responsible for defining a strategic product operations plan, gaining buy-in, effectively prioritising, and delivering a roadmap of incremental improvements to Apollo operations • Responsible for documenting and socialising processes, flows and touchpoints • Responsible for defining SLAs and key metrics to enable estimations, accountability and visibility for all stakeholders involved • Accountable for the overall output of the Analytics team, supported by the technical Analytics leads • Responsible for directing/mentoring/coaching (as appropriate) team members to develop their competencies, impact and career growth • Responsible for mediating all HR and line-management policy to team members and exemplifying the fulfilment of line manager responsibilities • Responsible for evolving the team structure and developing managers to enable the team to grow and scale • Responsible for relevant hiring responsibilities as they relate to open roles in your team • Responsible for contributing to the shaping of our team structure and enterprise resource planning • Accountable for overall management of onboarding projects (non-technical aspects relating to quality such as timeliness, prioritisation, communications etc.) • Responsible for capacity management; allocation of team resource between "project" work and BAU • Responsible for formalising onboarding project plans, maintaining progress tracking and producing status highlight reports for stakeholders • Responsible for basic scrum master responsibilities during weekly project work - overseeing ticket status, progress and chairing rituals • Accountable for the incident management process; escalation, incident tracking and learnings / mitigation actions • Responsible for ensuring communications of known issues and active incidents are prompt and appropriate • Accountable for overall customer success strategy and ensuring key customer forums take place and that they are followed up on • Responsible for defining the customer success plan, in consultation with the senior analytics consultant, and providing status updates to senior internal stakeholders • Responsible for defining product steering structures and best practices surrounding administration of existing products and services • Responsible for contributing to the evolution of our commercial models and applicability for different customer profiles • Responsible for contributing to the evolution of our marketing strategy and operational model to ensure we retain focus on quality of service • Accountable for overall training and enablement to maximise the impact and value of the delivery of our services to our users • Responsible for user engagement, product advocacy and feedback loops (surveys, working groups, town halls etc.) • Responsible for tracking adoption, deriving insights and acting on information to drive improved engagement • Responsible for defining and guarding a process for communicating product news including releases to users as appropriate • Responsible for defining and rolling out a training plan for new and existing employees to ensure proper use of product capabilities • Responsible for the establishing and stewarding of a self-serve knowledge base for internal users • Responsible for collaboratively ensuring accountability amongst our internal user base for process adherence

Requirements

• Experience defining and managing operations for a software product in a fast-paced environment • Experience in the advertising industry, especially within a Media Agency business context • Experience overseeing support services • Skilled at distilling complexity • Experience line managing a medium sized team • Skilled as a coach/mentor • Experience delivering people-management training • Experience building teams E2E - defining a vision, business casing, hiring and developing team structures • Experience with agile project management and associated tools (esp. Jira) • Experience with incident management • Experience running a day-to-day operational team and managing task prioritisation/delivery • Experience in developing and delivering customer success plans • Experience chairing user engagement forums • Exposure to different commercial models and routes to market • Experience designing and delivering training plans and in relevant tools • Skilled in building rapport and communicating effectively with technical and non-technical stakeholders of varying levels of experience & seniority • Organised - you are highly organised and don’t drop the ball, yet you prioritise effectively and take a value-oriented and pragmatic approach • Optimistic - you are naturally positive and see the best in people, you see opportunities where others see problems and you are a creative problem solver • Meticulous - you are detail and task oriented and you are absolutely not afraid of getting hands-on, whilst also as knowing when to delegate and steer

Benefits

• 25 days holiday, (including office closure between Christmas and New Year) • Birthday day off • Mental Health Awareness Day off • Holiday buying scheme • Hybrid working between office and home. • Flexi-hours • Work abroad scheme. • Private Medical Insurance • Health Cash Plan • Life Assurance • Discounted Gym Membership • Retail discounts • Quarterly reviews to enhance career progression. • Continuous professional development and training - CPD Platinum accreditation by the IPA • Internal mentoring programme • Membership to Bloom and bespoke mentorship for female talent • A long weekend/week away at Medialab’s expense for long service • Charity volunteering days fully paid. • Free access to Health and Wellbeing Apps. • Free professional counselling. • Access to Mental Health Allies (1 in 15 employees are trained in Mental Health First Aid). • Enhanced parental leave pay for new parents • Virtual Dentist