Director of Creative Fulfillment

Job Description

Marquis Software Solutions

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Description

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Marquis is seeking a Director of Creative Fulfillment Operations to lead the Account Executive and Workflow Manager functions and strengthen the planning, coordination, and execution of creative fulfillment work. The ideal candidate will be a strategic and hands-on leader who understands digital agency operations, develops high-performing teams, improves processes, and brings clarity to complex cross-functional workflows.

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This position will provide day-to-day leadership and long-term direction for the Account Executive and Workflow Manager teams while partnering closely with Strategy, Creative, Programming, Account Management, Finance and senior leadership. The Director will oversee forecasting, capacity planning, reporting, escalations, workflow standards, and operational improvement initiatives, including the thoughtful use of AI. The Director of Creative Fulfillment Operations will report to the Creative Fulfillment lead.

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Responsibilities

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Team Leadership and Development

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· Lead, coach, and develop the Account Executive and Workflow Manager teams, establishing clear expectations, consistent practices, and accountability across both functions

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· Oversee onboarding, training, documentation, and ongoing professional development for current and future team members

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· Partner with experienced team members and subject matter experts to share best practices, strengthen institutional knowledge, and improve consistency across the team

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Forecasting, Capacity, and Resource Management

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· Own Creative Fulfillment forecasting, weekly reporting, workload visibility, and capacity planning in partnership with Workflow Managers, Account Executives, and operational leadership

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· Monitor resource allocation and competing priorities across Design, Programming, and related teams; identify bottlenecks and recommend staffing or prioritization adjustments

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· Strengthen collaboration between Strategy, Account Executives, and Workflow Managers so that scope, timing, dependencies, risks, and resource requirements are understood before client commitments are made

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· Collaborate with Strategy and Account Management leadership on client planning, forecasting, retention, and growth initiatives

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· Facilitate recurring cross-functional planning meetings focused on upcoming launches, new work entering the pipeline, resource constraints, dependencies, and delivery risks

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Client Escalation and Satisfaction Management

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·Lead the resolution of client creative-support escalations by defining escalation thresholds, assigning next-step ownership, setting communication expectations, and ensuring follow-through to resolution

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Workflow Standardization and Documentation

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· Develop and maintain standardized workflows, documentation, and training for redesign projects, subsequent campaign drops, rush requests, and other exception-based work

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· Ensure client-specific creative requirements and specifications are documented, accessible, and consistently incorporated into the fulfillment process

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Operational Excellence, Systems, and AI Enablement

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· Identify and implement operational improvements that increase efficiency, quality, visibility, and scalability across Creative Fulfillment

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. Ability to hold cross-functional accountability. This individual needs to be someone that is a fulfillment driver with the goal to create an outcome around delivering projects before / at committed date

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· Partner with internal stakeholders to evaluate and implement AI-supported workflow improvements while considering impacts to creative quality, team responsibilities, and client delivery

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· Support the continued evolution of Workfront, our project management tool, including planning for Programs and Portfolios, improved reporting, and scalable project visibility

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Strategic Initiatives and Change Leadership

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· Contribute to major operational initiatives, platform migrations, and process changes by clarifying ownership, resolving blockers, and establishing practical implementation plans

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· Manage multiple priorities in a fast-paced environment while balancing immediate delivery needs with long-term process improvement

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Requirements

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· Minimum 3–7 years of experience in fulfillment operations, account services, project management, creative operations, or a related field

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· Demonstrated experience leading and developing teams, with the ability to establish clear expectations, consistent practices, and accountability

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· Strong understanding of digital agency workflows, including strategy, design, content, development, quality assurance, and client delivery

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· Demonstrated experience with resource planning, forecasting, workflow management, operational reporting, and process improvement

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· Proven ability to coach employees, build team capabilities, establish accountability, and guide teams through organizational change

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· Ability to translate business and client needs into clear priorities, realistic commitments, and executable plans

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· Strong judgment and problem-solving skills, including the ability to manage escalations and make decisions across competing priorities

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· Excellent verbal, written, facilitation, and cross-functional communication skills

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· Ability to work collaboratively with senior leaders and team members across Strategy, Account Executives, Creative, Technology, and Operations

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· Experience developing standard operating procedures, training materials, and scalable workflow documentation

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· Interest in AI-supported operations and the ability to evaluate new tools and processes thoughtfully and practically

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· Experience with Workfront or a comparable work management platform is strongly preferred

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· Previous experience in a digital agency is strongly preferred

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· Remote or onsite in Plano TX. Work hours will follow CST.