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Creative Agency Service Lead

United States

Creative Agency Service Lead

  • United States
Lionbridge enables more than 800 world-leading brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. Using our innovative cloud technology platforms and our global crowd of more than 100,000 professional cloud workers, we provide translation, digital marketing, global content management and application testing solutions that ensure global brand consistency, local relevancy and technical usability across all touch points of the customer lifecycle. Based in Waltham, MA, Lionbridge maintains solution centers in 28 countries.

Employee Sub-Group: Regular FT Salaried
Work Schedule:
Location: Work from Home, Any
Position Title: Creative Agency Team Lead

Req: 33757

Creative Agency Service Lead

About the role:

Lionbridge Technologies is actively seeking a Creative Agency Service Lead to work as part of our team embedded in Cisco Systems Inc.'s internal brand agency, The Hatch. Lionbridge is an award-winning company enabling more than 800 brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. This particular Lionbridge account services Cisco's brand team, which won IHAF's In-house Agency of the Year Award in 2020.

As the Service Lead, you will use your organization skills, passion for process, ability to anticipate team needs and interpret data to keep our creative services running day-to-day. This role reports to the Creative Service Manager, and will also act as a People Manager for some of our designers. An effective Service Lead is always one step ahead, planning, organizing and ensuring that the team has the support and resources required to keep the agency running smoothly.

While you will be surrounded by a creative team, this role focuses on keeping the day-to-day business running. It will help to have an understanding of how a creative agency operates, how estimates are generated and what projects cost, how to manage creative resources and how to manage difficult client situations that may arise.

We are looking for smart, detail-oriented problem-solvers with outstanding communication, organization, client services and Account/Project Management skills to enable our team to better service clients by understanding budgets, resources and operations.

Responsibilities : (not limited to)

  • Project and Resource Management:
    • Daily Project management oversight
      • •Reviewing Account Manager estimates, proposals
      • •Conducting project audits
      • •Managing and documenting client escalations with Creative Services Managers
      • •Conducting ongoing project health checks in Workfront to ensure projects are on time and on budget and all necessary Workfront fields are completed for project tracking and billing, and ensuring financial accuracy
      • Managing/reviewing End of Quarter project billing with Account Managers
    • Resource Management - Understanding Designer and Account Manager capacity, ensuring the Workload Balancer is up to date, running weekly team capacity planning calls and working with the Agency Coordinator to assign projects accordingly.
  • Reporting and documentation:
    • Understanding financials - Budgeting and forecasting, planning and monitoring, reporting using Workfront
    • Responsible for department's data extraction/reporting, analysis and interpretation of data and converting into a plan of action
    • Implementation of team processes, as well as the maintenance/updating of existing processes in SharePoint
    • Rolling-out and training team members on new processes
    • Being the champion in driving innovation by researching, recommending and implementing the latest tools, processes etc.
    • Ownership of meeting contracted SLAs, KPIs
  • Team Support and development:
    • Responsible for supporting a small group of developers/designers with admin tasks and work-related activities or challenges
    • Hardware tracking and coordination of IT support
    • In collaboration with the Creative Services Manager, yearly goal setting and performance reviews
    • On-boarding, and training of team members
    • Team 1:1s and hosting team meetings
    • PTO, leave, and backup planning
    • Ensure accuracy of team's time tracking and monthly reporting

Essential Qualifications:

  • 5+ years of project management, resource management or executive assistant experience in a creative agency, digital production hub or similar environment.
  • Experience using Project Management and resource planning software; Workfront experience preferred.
  • Project Management experience, Scope of Work planning, requirement gatherings, budget planning, risk assessment, change management, and others.
  • Familiar with best practices for process creation, documentation and maintenance.
  • Excellent oral and written communication skills, Interpersonal and consultative skills, and facilitation skills

Non-essential Skills:

  • Experience as a creative reviewer or working within Brand Guidelines in general (style, usability)
  • Creative background in graphic design and/or the marketing and digital fields preferred
  • Experience managing remote groups including but not limited to web developers, designers, photographers, Art Directors, Account and Project Managers
  • Experience working with teams and clients across regions and time zones
  • Experience using Workfront Project Management software

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status.

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