Director of Agency Operations

**Description** At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. **You Lead the Way. We've Got Your Back.** At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our values and powerful backing promise to provide the world's best customer experience every day. **About the Role** The Director of Agency Operations is a critical leadership position within OnBrand, American Express' in-house creative agency. Reporting directly to the VP, Operations & Production, this role drives operational excellence, technology enablement, and workforce velocity to ensure OnBrand operates as a best-in-class creative partner to business units across the enterprise. This leader partners cross-functionally with Account Management, Strategy, Project Management, Creative, Engineering and Production teams to ensure efficient delivery, optimal capacity planning, and future-ready operations through innovation, data, and emerging technologies - including AI-driven process optimization and digital workflow automation. **Key Responsibilities:** + **Operational Leadership:** Lead the end-to-end operational framework for OnBrand, ensuring scalability, efficiency, and alignment with enterprise goals. + **Technology Strategy & Enablement:** + Drive the strategic adoption and optimization of technology platforms that enhance delivery speed, collaboration, and decision-making. + Partner with Technology, Data, and Digital Product teams to evaluate, implement, and enable new tools (including AI-based solutions) that improve creative and production workflows. + Develop and maintain a roadmap for platform enhancements that unlock operational efficiencies. + **AI Integration:** + Champion the use of AI and automation to increase content production velocity, resource optimization, and data-driven insights. + Collaborate with data and analytics partners to operationalize AI for forecasting, resourcing, and workflow efficiency. + **Capacity Velocity & Resource Management:** + Establish dynamic capacity planning models to optimize workload distribution and forecasting accuracy. + Oversee utilization reporting and staffing strategies to ensure agility and responsiveness to changing priorities. + **Performance Reporting & Insights:** + Drive agency performance reporting and analytics - including KPIs such as utilization, pipeline tracking, forecasting, and budget adherence - translating data into actionable insights. + Ensure visualization of operational metrics that inform leadership decision-making. + **Leadership & Team Development:** + Manage and mentor a team of Sr. Managers, Managers, and Analysts, fostering growth, innovation, and operational excellence. + Lead continuous learning initiatives that build technical and leadership capabilities within the agency. + **Governance & Vendor Management:** + Oversee vendor relationships, equipment contracts, and compliance with financial and operational controls. + Ensure adherence to enterprise best practices and process governance standards. **Qualifications:** + 10 years of experience in advertising or marketing operations within an agency or in-house creative environment. + Strong background in digital operations, technology strategy, and enablement. + Demonstrated experience implementing AI or automation tools to improve workflow efficiency and creative delivery. + Proven ability to lead capacity planning, resource forecasting, and velocity optimization for creative and production teams. + Financial acumen with experience managing operational budgets and vendor negotiations. + Advanced analytical and visualization skills (e.g., Power BI, Tableau). + Proficiency with project management and collaboration platforms (e.g., Workfront, Asana, Monday.com). + Exceptional communication and leadership skills; able to influence cross-functionally and drive adoption of change. **Qualifications** Salary Range: $123,000.00 to $215,250.00 annually bonus equity (if applicable) benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors. We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: + Competitive base salaries + Bonus incentives + 6% Company Match on retirement savings plan + Free financial coaching and financial well-being support + Comprehensive medical, dental, vision, life insurance, and disability benefits + Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need + 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy + Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) + Free and confidential counseling support through our Healthy Minds program + Career development and training opportunities For a full list of Team Amex benefits, visit our Colleague Benefits Site . American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. US Job Seekers - Click to view the " Know Your Rights " poster. If the link does not work, you may access the poster by copying and pasting the following URL in a new browser window: Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions. **Job:** Marketing **Primary Location:** US-Georgia-Atlanta **Other Locations:** US-New York **Schedule** Full-time **Req ID:** 25022004