Practice Leader - Digital Operations

Job Description

Key Responsibilities: Strategic Leadership: Drive the strategic direction of the Digital Operations team, aligning all activities with business goals and ensuring that digital operations meet or exceed all defined KPIs and Goals. Define a forward-looking vision for digital operations, focusing on efficiency, automation, and continuous improvement. Develop a customer-centric approach to digital operations, ensuring all platform activities and enhancements align with customer needs and expectations. P&L Responsibility & Financial Performance: Profit & Loss Ownership: Oversee the practices P&L, managing revenue generation, cost control, and overall financial performance to meet or exceed budgetary goals. Revenue Growth: Drive revenue growth through effective pricing strategies, cost management, and maximizing efficiency across digital operations. inancial Forecasting: Develop accurate financial forecasts and manage practice budgets, ensuring alignment with company financial goals and targets. Business Development Support & Client Relationship Management: Client Relationship Management: Support client relationship building and management, working closely with sales teams to foster strong client partnerships and identify growth opportunities. Sales Enablement & Pre-Sales Support: Collaborate with sales and pre-sales teams to support business development, contributing to proposal development, RFP responses, and showcasing digital operations capabilities to clients. Market Intelligence & Competitive Analysis: Provide insights into market trends, customer needs, and competitor offerings to support business development and help tailor digital offerings to market demand. Platform Management: Drive delivery of all the Support and Maintenance programs of CMS platforms and marketing automation tools, ensuring seamless integration, high performance, and security. Managed Services & Tagging: Grow a managed services team responsible for the implementation and maintenance of marketing and analytics tagging, ensuring data integrity and accuracy to support analytics and decision-making. Innovation & Technology Roadmap: Innovation in Digital Platforms: Identify and implement emerging technologies Tools, and innovative solutions to differentiate our digital services, offer scalability, and rich user experience. Technology Roadmap: Develop and manage a technology roadmap for digital operations platforms, ensuring alignment with industry trends and business needs. Performance Optimization: Establish and monitor key performance indicators (KPIs) to measure and enhance operational effectiveness. Identify and drive continuous improvement initiatives, leveraging analytics and team insights to optimize processes and outcomes. Process Standardization & Quality Assurance: Develop, document, and enforce standard operating procedures (SOPs) to maintain high quality and consistency across all digital operations. Change Management & Process Transformation: Change Management: Lead and support change management initiatives, particularly around digital transformation projects, ensuring smooth adoption across teams. Process Improvement Initiatives: Identify inefficiencies and drive process transformation to streamline operations, improve productivity, and enhance quality. Team Development & Collaboration: Mentor and develop team members, fostering a collaborative, innovative, and growth-oriented culture. Promote cross-functional collaboration with stakeholders, including Marketing, IT, and Analytics, to align digital operations with organizational goals. Qualifications: Academic: Bachelors degree in Computer Science, Information Technology, Digital Marketing, or a related field. Experience: Minimum 12+ years of IT experience in services industry with 5+ years in technical operations management, with a proven track record in a digital operations environment. Problem-Solving & Communication: Excellent analytical skills with the ability to troubleshoot and solve complex issues. Strong interpersonal and communication skills, with the ability to influence stakeholders and effectively communicate technical concepts. Additional Skills: Familiarity with ITIL practices and Agile methodologies is essential. Proficiency in creating and managing documentation for operations, processes, and SOPs.