Company description Publicis Global Delivery (PGD); Publicis Groupe’s industry leading globally connected capability platform. Where talent, technology & operations combine to delivery amazing solutions for our clients. Expertise across Media, Data, Technology, Commerce & Production in all regions of the world. PGD is comprised of the best talent, and ways-of-working, which enables global scale, innovation and transformation, each day. Culture, growth and wellbeing underline all aspects of Publicis Global Delivery. #WeArePGD Overview This is a leadership role on the unit's management team. You won't just run operations — you'll lead what operational excellence looks like for a modern, AI-enabled production unit, and you'll work with the leads to setup the systems, and processes that get us there. As Operations Director, you'll own the operating model for the unit — the platforms, processes, that turn a large, distributed team into a high-throughput, continuously improving production engine. You'll partner closely with the technology team to implement automation and AI, and you'll report directly to senior leadership on efficiency, throughput, and the return on our investment in this capability. Responsibilities - Standing up the operating model - Leading the onboarding of ~150 team members onto a new workflow management platform, driving adoption, training, and change management across the unit - Defining and configuring 50+ distinct delivery workflows within the platform, ensuring each work type is mapped, standardized, and repeatable - Establishing the operational standards, governance, and ways of working that turn ad hoc, manual processes into a disciplined production system Driving continuous improvement - Identifying specific steps, phases, or handoffs within workflows that are inefficient, redundant, or ripe for improvement - Identifying and implementing opportunities for automation, working in partnership with the technology team to design, test, and roll out automated solutions - Identifying and implementing opportunities for AI augmentation, partnering with technology to introduce AI tools that increase speed, quality, and consistency - Building a culture of measurement and continuous improvement across the unit, where efficiency is everyone's responsibility, not just leadership's Qualifications - Demonstrable experience in operations leadership, production management, or process/transformation roles — preferably within a creative agency, production studio, shared services, or BPO environment - Proven track record of standing up or transforming an operational function — moving a team from manual, ad hoc ways of working to standardized, technology-enabled processes - Hands-on experience implementing and driving adoption of workflow management or work management platforms across large teams - Experience identifying and implementing process automation, ideally in partnership with technology or engineering teams - Experience leading change management and driving platform or process adoption across large, distributed teams - Excellent communication and stakeholder management skills, with the confidence and credibility to report to and influence senior leadership - Comfort operating in a high-volume, deadline-driven environment with multiple concurrent workstreams and demanding quality standards - A structured, systems-thinking mindset — you naturally break complex operations into repeatable, improvable components - Experience managing or coordinating across geographically distributed teams is a strong plus - Genuine fluency with, and enthusiasm for, applying AI to operational challenges — you see automation and AI as core levers for efficiency, not distant concepts