Marketing Operations Manager

At VML, we are a beacon of innovation and growth in an ever-evolving world. Our heritage is built upon a century of combined expertise, where creativity meets technology, and diverse perspectives ignite inspiration. With the merger of VMLY&R and Wunderman Thompson, we have forged a new path as a growth partner that is part creative agency, part consultancy, and part technology powerhouse.

Our global family now encompasses over 30,000 employees across 150+ offices in 64 markets, each contributing to a culture that values connection, belonging, and the power of differences. Our expertise spans the entire customer journey, offering deep insights in communications, commerce, consultancy, CRM, CX, data, production, and technology. We deliver end-to-end solutions that result in revolutionary work.

Are you great at motivating and leading a strong team of specialists? Can you help to ensure the continuous development of digital cross-channel marketing for global clients? Do you want an exciting management position in a dynamic and international working environment? Then you just might be the new Operations Manager we are looking for in our San José office

Please note, this is a permanent, full time and hybrid opportunity (2-3 days on site per week) based out of our Avenida Escazu offices in San José, Costa Rica.

In the role as an Operations Manager, you will be responsible for the smooth running of our daily operations and implementation of client services. Ensuring the continuous development of staff and services, you will take part in several strategic actions and process optimization.

More specifically, your tasks include:

• Overseeing the team's daily operation and workload distribution.
• Manage quality control processes and monitor KPIs.
• Review resource allocation and team member capacities.
• Ensuring compliance with Service Level Agreements such as quality assurance and time to market activity.
• Review client status' feedback and needs.
• Lead people management efforts including participating in recruitment processes as well as continued staff development.
• Communicating with cross-functional teams and assessing performance.
• Conducting interviews and onboarding activities.
• Reviewing PTO requests and assessing team gaps.
• Encouraging staff to continuously update their skills set and participating in ongoing training / certification opportunities.
• Supporting the Local Operations Director and Regional / Global Operations Directors with local strategic initiative execution.
• Monthly reporting on progress and development for clients as well as internal stakeholders.
• Providing insight into project progression, forecasting and budgeting measures and client development opportunities.

As a person, you are curious, proactive, and energetic, enabling you to lead and motivate others. You are great at spotting new opportunities, and you act fast while being able to constantly balance between taking charge and making room for others.

Further, we expect that your have:

• 3-5 years of proven ability to establish and maintain strong client relationships.
• 3-5 years of experience with people and performance management as well as resourcing and recruitment processes.
• Experience with digital production or marketing, commercialization of services or process optimization.
• Strong ability to collaborate with various stakeholders.
• Proven project management skills.
• Excellent communication in English is a must.

VML MAP is a world-leading Centre of Excellence that helps businesses humanize the relationship between the brand and the customer through hyper personalization at scale, marketing automation and CRM.

With the brain of a consultancy, the heart of an agency and the power of technology and data, we work with some of the world's most admired brands to help them on their transformation journey to becoming truly customer-centric.

Together, we are technology specialists, data scientists, strategic thinkers, consultants, operations experts, and creative minds from 55+ nationalities.

We are part of the global VML network that encompasses more than 30,000 employees across 150+ offices in 60+ markets, each contributing to a culture that values connection, belonging, and the power of differences.

We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we've adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.

WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.

VML is a WPP Agency. For more information, please visit our website, and follow VML on our social channels via Instagram, LinkedIn, and X.

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