Digital Asset Manager

ICP is a global leader in Content Operations, partnering with some of the world's most recognizable brands, including Unilever, Diageo, Coca-Cola, Mars, P&G, Starbucks, Coty, L’Oréal, NBCU, and Aetna. Our expertise spans content management, logistics, creative operations, production, and digital commerce enablement, ensuring a seamless flow of content across all systems and channels. We empower brands to achieve operational excellence and confidently manage their content. Content confidently.™ With offices in Atlanta, London, Mexico City, Mumbai , and Shanghai , we operate on a global scale, delivering world-class solutions that drive exceptional business outcomes. Who We Are At ICP, our values define us: we are Curious, Focused, Creative, Trustworthy, and Inclusive. We\'re A People First Company At ICP, we provide benefits that matter to our people and enable us to be engaged both in and outside of work. We foster a culture where work/life balance is nurtured and encouraged, offering hybrid working, generous paid time off, paid holidays, volunteer time off, and Summer half-day Fridays. We also take care of our people with competitive medical, dental, and vision benefits, mental health support, and a robust savings plan. Bring the Confidence Are you a relationship-focused, driven professional with a growth mindset? Do you thrive on breaking through challenges and excelling in competitive environments? You're not expected to have all the answers, but your passion for uncovering solutions and building strong partnerships makes you the perfect fit for this role. We’d love to hear from you! ABOUT THE ROLE This position is responsible for the delivery and ongoing management of client-facing work, including fulfilling contractual agreements per SOW terms, meeting SLAs, ensuring quality assurance, and driving continuous process improvement. By maintaining strong processes, best practices, and establishing clear reporting and metrics across all client projects, the role ensures high-quality service delivery and the achievement of key milestones and performance metrics. By facilitating open communication among cross-functional stakeholders and setting and maintaining clear expectations, this role ensures delivery of agreed-upon outcomes on time and within budget. The role partners closely with dynamic, client-facing teams engaged in operational and content-related activities, supporting a portfolio of global companies where leadership, customer service, and process adherence are essential. The primary focus is leading cross-functional account teams to achieve project objectives and business outcomes, ensuring seamless day-to-day BAU (business-as-usual) operations, effective resource management, proactive risk and issue management, and the maintenance of standard operating procedures and reporting documentation. The position requires strong operations management capabilities, project management leadership, strategic thinking, tactical execution oversight, and excellent communication skills. As a proficient and inclusive leader, this role fosters the achievement of objectives while maintaining a people-centric focus. Leading by example, they demonstrate exceptional client-facing skills across a range of scenarios, from daily project operations to managing complex issues and proactively mitigating risks and challenges as they arise. By infusing ICP core values of Curiosity, Collaboration, Adaptability, Focus, Creativity, Trust, and Inclusivity into their leadership approach, they will not only achieve success in this role but also contribute to the positive culture and growth of the organization. This role reports to the Sr. Manager, Account Operations Must be able and willing to collaborate across time zones to accommodate our global clientele and delivery teams. How you will make an impact: Identify opportunities for process optimization to streamline workflows, enhance efficiency, and effectiveness. Oversee daily account operations for all assigned workstreams. Partner with Sr. Manager, Operations Management to develop, enhance, document, and manage operations processes, SOPs, toolkits, and best practices. Support in development and implementation of quality assurance processes. Find continuous improvement opportunities within current processes. Ensure activities remain on time and within scope and budget. Manage resourcing; raise resourcing concerns or constraints to key ICP account team leadership including Client Partner, to ensure the appropriate operating model and resources are in place to deliver with excellence. Oversee collection and analysis of pertinent data to ensure SLAs + KPIs are being met and measured consistent with client expectations. Responsible for reporting on account status. Make strategic recommendations to Client Partner team regarding areas of opportunity for account growth based on data and observation. Partner with cross-functional team members to improve tools and processes Maintain open and proactive communication with internal and client stakeholders and cross-functional team leads to ensure proper account operations Lead, motivate, and support a team in a fast-paced environment Provide QA for all workstreams Provide support for client platforms Create and enforce content governance & quality / compliance checks to include qc of systems process, workflow alignment and the wider and appropriate use of the tool for the client business. Support production of process, content and platform insight, analytics, satisfaction & improvement programs reporting on system usage and process engagement and making appropriate recommendations for continuous improvement. Implement programs and processes to help clients get more value from their technology platforms including (but not limited to) – optimising user set-up and configuration, assisting with personalisation, providing best practice and power-user support WHAT YOU WILL BRING: Requires a BA/BS and a minimum of 5-7 years\' experience in Operation or Project Management, marketing operations and technology, digital commerce and/or creative technologies or related field, including a minimum of 5 years’ experience in a client-facing agency or consulting role.; or any combination of education and experience, which would provide an equivalent background. Experience in developing platforms for internal processes Understanding of Business Process / Business Process Mapping. Experience in coaching project team members Proficiency with Project Management Software & Microsoft Excel Knowledge of content management systems and platforms Experience with Digital Asset Management (DAM); Workflow Management; or MRM platform preferred. Strong communication skills, both verbal and written, with effective presentation skills Familiarity with agile methodology Must have acute attention to detail Basic technical and operational knowledge across various industry segments Creative problem-solving mindset and a deeply curious nature Ability to clearly articulate complex technical situations / ideas and lead discussions with clients, colleagues, and leadership Ability to adapt to evolving client needs, industry trends, and internal processes Strategic thinking Ability to remain flexible in a fast-paced environment Someone who exemplifies our ICP Values: Curious: Always learning, eager to explore endless possibilities. Inclusive: Diversity is our strength. Every voice matters and we can achieve more when we do it together. Focused: With clear vision and unwavering dedication, we progress forward and deliver excellence. Creative: Unleashing imagination, innovating boldly, and redefining possible. Trustworthy: Built on honesty, respect, and integrity we stand strong together. #J-18808-Ljbffr