Head of Operations

About Greenpark

Greenpark is a global, award-winning, performance-driven content leader and brand publishing agency. Our Purpose is to help brands create meaningful connections that impact people’s lives through performance-driven content for search and social. Our unique expertise in Omnichannel Search & Insights, Creative Content, and Performance Tech is delivered to our clients via both an agency and in-house model.

We do this for a global client portfolio including Unilever, Campari Group, AIA, Sanofi, Nestlé, Lipton, Kimberly-Clark, Kellogg’s, Emma Sleep, and more.

Our Values

We act together in our ambition to make a positive impact on the people and brands we serve, always with kindness and respect at the core. Our values – We Strive, Acting Together, and With Kindness – guide everything we do.

About the Role: Why This Job Exists

The Operations Director is responsible for designing, optimising, and scaling the operational engine of the agency. This role ensures that our teams, processes, tools, and commercial frameworks enable best-in-class delivery across SEO, content, social, and integrated marketing programmes. Sitting at the intersection of Delivery, Finance, Client Services and Talent, the Operations Director drives operational excellence, profitability, and efficiency across the EMEA region.

Operational Strategy & Business Performance

• Define, optimise, and lead end-to-end operational processes that improve efficiency, scalability, and performance across the EMEA business.

• Partner with Finance and Client Services to monitor project profitability, resource utilisation, margins, delivery velocity, billable targets, and forecast accuracy.

• Identify operational friction points and lead data-backed initiatives to streamline workflows, reduce delivery risk, and strengthen cross-team collaboration.

• Build and maintain global standard operating procedures, KPI frameworks, and performance dashboards that translate strategy into measurable and repeatable delivery.

• Establish QBR/MBR operating cadence with senior leaders to monitor performance and ensure continuous improvement.

• Strengthen SOW governance, ensuring clear deliverables, timelines, assumptions, and commercial guardrails that reduce scope creep and error-proof delivery.

• Own and deliver monthly operations reporting to senior leadership, including resource optimisation, account health, delivery performance, and operational risks.

• Partner with regional and global Ops leadership to align on standards, share learnings, and drive consistency.

Resource & Capacity Planning

• Lead capacity planning, workforce modelling, hiring requirements, and talent allocation to ensure resources match business demand and upcoming pipeline.

• Partner with Delivery and Client Services to anticipate emerging resource pressures and resolve allocation conflicts before they impact delivery.

• Own short- and long-term utilisation forecasting across SEO, tech, content, social, strategy, and creative capabilities.

• Oversee freelancer management (sourcing, onboarding, contracts, rates, performance) working closely with Talent and Delivery.

• Ensure a balanced distribution of work across teams, supporting wellbeing, quality, and retention.

Process, Systems & Delivery Optimisation

• Audit and improve the agency’s tools, systems, and ways of working, ensuring consistency, accuracy, and accountability across all functions.

• Act as process owner for key delivery workflows including: briefing, project initiation, sprint/retainer management, QA, approvals, and wrap-up.

• Create best-practice frameworks for project delivery, budget tracking, content workflows, and internal reporting for SEO, content, social, and integrated campaigns.

• Ensure adoption and optimisation of core systems (e.g., project management, resource management, time tracking, analytics, content production platforms).

• Introduce scalable, repeatable delivery frameworks that enhance predictability and reduce reliance on individual experience.

• Drive quality assurance processes for client deliverables, ensuring accuracy, consistency, and alignment with scope.

Commercial Operations

• Partner with Finance to lead forecasting, capacity modelling, commercial planning, revenue recognition, and budget oversight across regions and functions.

• Improve commercial accuracy through better scope design, pricing structures, estimation methodologies, and margin analysis.

• Own operational components of contract management (MSAs, NDAs, VSAs), ensuring compliance, commercial protection, and cost control.

• Work with Business Development on pitch operations, resourcing plans, delivery models, timelines, and scalable SOW frameworks.

• Provide operational insight on new services, markets, or delivery models, helping to evaluate feasibility and operational readiness.

Leadership & People Management

• Directly manage the Resource & Operations Manager (EMEA), setting clear goals, KPIs, and coaching to support performance and growth.

• Act as a visible, trusted leader who champions operational excellence, accountability, and a solution-oriented mindset.

• Build strong cross-functional partnerships with Delivery, Finance, Client Services, Talent, and Business Development.

• Foster a culture of continuous improvement where teams are empowered to identify and solve operational challenges.

• Represent Operations in leadership meetings, helping shape business strategy and transformation programmes.

Reports to: EMEA Managing Director
Manages: Resource & Operations Manager (EMEA)
Key stakeholders:

• CEO & Managing Directors (EMEA & US)

• Head of Delivery

• EMEA Finance Director & CFO

• Head of Client Services

• Talent, HR & People Partners

• Business Development Leadership

• SEO, Content, Social and Creative Leads

Requirements

• 5+ years in operations, programme management, or delivery leadership within a marketing, digital, content, or media agency.

• Strong understanding of operational frameworks, resourcing models, capacity/utilisation planning, and agency economics.

• Proven ability to optimise processes, drive adoption of systems, and design scalable workflows across multiple functions.

• Highly analytical with strong planning and decision-making skills; comfortable using data to influence and drive change.

• Demonstrated experience partnering with senior leadership and managing cross-functional teams.

• Strong commercial understanding including project scoping, pricing, forecasting, and margin analysis.

• Experience in change management with a continuous improvement mindset.

• Excellent written and verbal communication skills in English.

Who This Role Will Suit

• Process-driven, highly organised, and detail-oriented with a proactive mindset.

• Commercially astute, intelligent, and resourceful with strong business acumen.

• Confident collaborating with and influencing senior leaders.

• Comfortable rolling up their sleeves and solving problems hands-on when necessary.

• Able to simplify complexity and structure work clearly for teams.

• Skilled communicator with strong stakeholder management.

• Experienced people manager or ready to step into leadership.

• Thrives in ambiguity, fast-paced environments, and evolving business needs.

• A natural problem-solver who embraces experimentation and continuous improvement.

• Self-starter who takes ownership and is driven to deliver results.

What We Offer

All the same great benefits as outlined in the Head of Delivery spec, including:

• 25 days holiday + UK bank holidays + birthday off

• Christmas closure days (in addition to holiday allowance)

• Private healthcare, pension, and wellness support

• Hybrid working with “Work From Abroad” allowance

• LinkedIn Learning, Calm app, team recognition & more

Our Commitment to Inclusion

At Greenpark, we believe the best ideas come from the widest range of perspectives. We welcome and celebrate every background, identity, and experience across our global workforce. By fostering a culture of respect, inclusivity, and collaboration, we’re committed to ensuring everyone’s voice is heard and everyone can thrive.

All applications will be considered without regard to race, ethnicity, religion, gender, sexual orientation, gender identity, age, neurodivergence, disability status or any other protected characteristics.