Manager, NA Regional Lead & Account Operations

About ICP

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!

The Manager, NA Regional Lead & Account Operations plays a pivotal role in leading the day-to-day delivery, governance, and continuous improvement of the North America Region. This role ensures digital assets and content are delivered accurately, efficiently, and in alignment with global standards, client expectations, and service level agreements (SLAs).

As a key partner to the Global Operations Director, this role provides operational leadership support across DAM, client engagement, reporting, quality assurance, and process management. They ensure teams have the structure, guidance, processes, and tools needed to deliver high-quality work, drive system adoption, and provide an exceptional experience for end users and clients.

The role also serves as a key connection point between internal teams, clients, agencies, creative operations, and global stakeholders. Through proactive engagement, training, operational oversight, and data-driven reporting, the Manager drives adoption and value of the DAM while identifying opportunities to improve workflows, strengthen governance, and enhance the overall DAM experience.

Digital Asset Management & Governance

• Lead day-to-day operations for the North America Region, ensuring assets and content are delivered accurately, efficiently, and in accordance with global standards and SLAs.
• Oversee DAM workflows, processes, and system usage to ensure content moves seamlessly from creation through delivery and is managed appropriately within the platform.
• Establish and maintain content governance, quality, compliance, and system-use standards.
• Conduct quality assurance and system/process checks to ensure workflow alignment, content accuracy, and adherence to established best practices.
• Partner with creative operations, agencies, and cross-functional teams to coordinate content delivery and resolve workflow or asset-related issues.
• Identify and proactively address bottlenecks, risks, and potential SLA impacts to support right-first-time delivery.
• Support complex campaigns and high-priority initiatives requiring coordinated DAM and operational oversight.
• Provide guidance and best practices to teams and end users to improve the quality, consistency, and effectiveness of DAM processes.

Client Engagement & Platform Adoption

• Drive engagement with key stakeholders and increase adoption and effective use of DAM and associated platforms.
• Lead and support the Engagement Roadmap in partnership with agencies, regional partners, and other stakeholders, ensuring activities align to business objectives and are executed successfully.
• Provide ongoing client and end-user support, helping address questions, requests, platform needs, and operational challenges.
• Lead training, enablement, and communications that help users understand and maximize the value of DAM capabilities.
• Actively participate in client communication channels and forums to provide proactive support and maintain strong stakeholder relationships.

Account Operations & Delivery

• Provide day-to-day operational leadership and support across assigned account workstreams in partnership with the Global Operations Director.
• Establish and maintain effective operational processes, best practices, documentation, and workflows that enable consistent service delivery.
• Ensure activities remain on time, within scope, and aligned with agreed business outcomes.
• Manage operational risks, issues, escalations, and resource constraints, proactively communicating concerns to appropriate account leadership.
• Partner with the Global Operations Director to ensure appropriate resources, operating models, and support structures are in place.
• Lead, motivate, and support team members while fostering accountability, collaboration, and continuous development.
• Partner with teams to improve tools, workflows, and operational processes.

Reporting, Analytics & Continuous Improvement

• Own and maintain accurate reporting for the North America Region, including operational performance, engagement, and other relevant success measures.
• Co-lead reporting strategies, ensuring required reports are maintained and optimized against client needs and delivery requirements.
• Partner with the Global Operations Director to develop, enhance, document, and implement operational processes and best practices.
• Provide clear and actionable reporting to account leadership and stakeholders, translating operational data into meaningful insights and recommendations.
• Identify opportunities to streamline workflows, improve efficiency, and enhance the quality and effectiveness of service delivery.
• Support the development and implementation of quality assurance and continuous improvement programs.
• Make recommendations to leadership based on operational data, stakeholder feedback, and observed process opportunities.

Requires a BA/BS and a minimum of 5–7 years' experience in Operations or Project Management, marketing operations and technology, digital commerce and/or creative technologies or a related field, including a minimum of 5 years’ experience in a client-facing agency or consulting role; or any combination of education and experience that would provide an equivalent background.

Success in this role will be demonstrated through high-quality and consistent DAM delivery, strong platform adoption and stakeholder engagement, reliable operational performance, accurate and actionable reporting, adherence to SLAs and governance standards, and continuous improvement of the processes and experiences that support clients and end users.