Job Description

Greenhouse is Citizens’ in-house creative agency—built to support our enterprise and drive our business.

We partner across marketing, product, and line-of-business teams to deliver integrated, high-quality creative that moves at the speed of today’s environment while elevating the brand. Our model connects strategy, account leadership, creative, media, and production into a single, collaborative ecosystem—enabling smarter prioritization, greater efficiency, and stronger work. We’re focused on integration, speed and rigor, productivity and delivering creative that performs.

Creative operations is the hub of the Greenhouse engine. Help shape a modern, evolving in-house agency model and lead workflows across a wide range of campaigns, channels, and business priorities.

As Manager, Creative Operations, you are the architect behind how work gets done—ensuring creative delivery is structured, scalable, and efficient from intake through execution. You serve as a central driver of operations across the agency, optimizing workflows, managing dependencies, and driving alignment . You oversee the systems, processes, and project management function that power delivery—ensuring teams are equipped to move with speed, clarity, and consistency while continuously improving how the agency operates.

This role is the Director's operational counterpart. Where the Director operates at the level of architecture and organizational strategy, this role operates at the level of mechanics, methodology, and daily operational discipline. The right candidate has deep technical and production fluency built from years of working inside creative workflows and brings the hands-on experience to operationalize a defined workflow model, keep it running, and surface where it needs to evolve.

Key Responsibilities

Project Management Leadership

• Lead and develop the in‑house Project Management team
• Establish and enforce consistent project management standards, methods, and escalation protocols
• Ensure PM performance, workload balance, and delivery quality

Workflow Execution & Oversight

• Own implementation and adherence to Greenhouse workflow standards from intake through delivery
• Monitor execution across active projects and identify risks, delays, or process breakdowns
• Diagnose issues and recommend solutions related to training, workflow, or tool configuration

Workflow Tool Administration

• Serve as the administrative owner of the workflow management platform
• Maintain templates, statuses, intake configurations, and reporting structures
• Ensure data accuracy and platform adoption across the PM team

Portfolio Visibility & Prioritization Support

• Maintain a comprehensive view of portfolio health across all active work
• Facilitate portfolio reviews and triage discussions
• Provide prioritization insights and recommendations to the Director when tradeoffs are required

Operational Reporting

• In partnership with Operations Director, build and maintain dashboards and reports that support leadership visibility and scorecard reporting
• Ensure project‑level data is accurate, timely, and decision‑ready

Cross‑Functional Coordination

• Partner closely with Account Management and Creative teams to resolve workflow issues
• Serve as the primary day‑to‑day operational contact for execution‑level questions

Qualifications

REQUIRED EXPERIENCE AND QUALIFICATIONS

• 6–9 years of experience in creative operations, project management, or traffic management within an in-house agency, creative agency, or marketing services environment. Experience inside a multi-LOB or multi-client structured creative environment strongly preferred.

• Direct people management experience specifically with project managers or creative producers — including performance management, methodology coaching, and workload calibration across a team.

• Hands-on technical fluency with creative workflow and project management platforms (Workfront, Wrike, Monday.com, or equivalent) at an administrative or power-user level. Experience configuring templates, building workflow structures, and driving team adoption — not just using the platform to track your own work.

• Strong diagnostic instincts around process performance. Able to distinguish a training problem from a tool problem from a process problem — and bring that analysis to leadership with a clear recommendation. This role operationalizes a defined workflow; it does not design one from scratch, but it must know when the design needs to be revisited.

• Operational data fluency. Able to configure dashboards, define meaningful metrics, and translate project-level data into leadership-ready reporting without analytical support. Excel proficiency required; reporting experience within project management tools strongly preferred.

• Fluency in creative production workflows at a granular level — has worked close enough to brief intake, scheduling, legal review, and asset delivery to know where friction hides and why timelines slip.

• Comfortable operating with autonomy on execution while keeping the Director informed at the right signal level. Knows what to solve independently and what requires escalation.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule:M-F 8-5 4 days in the Westwood MA office 1 day remote.

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Pay Transparency

The salary range for this position is $134,000- $170,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.