Design Implementation Services

Operations Director: frog Design Implementation Services

Join us to do the best work of your life.

At frog we are united by our shared passion for outcomes that transform the human experience. We accomplish these outcomes by taking on complex challenges, big asks, and things that have never been done before. We look beyond point solutions and apply design to the creation of new strategies, systems, and—in some cases—entirely new businesses. We know that takes all types of people. We believe that diverse backgrounds and experiences creates a stronger frog.

 Our work is transformational because our people are extraordinary. frogs are analytical and artistic, conservative and unconventional, technical and whimsical. We look for hybrid talents and build teams around divergent expertise, which allows us to solve problems and uncover opportunities in unique ways. frogs are some of the best talent in the world, and together we advance the human experience through design. 

The Position: Operations Director: frog Design Implementation Services

The Operations Director will be responsible for the creation, implementation, and management of an ongoing set of processes and services to our Design Implementation clients.

This new role will be responsible for setting up all of the operational processes including revenue reporting, capacity planning, service set up and management, personnel management, continuous service optimisation, cost and profit optimisation, and business development support.

This position requires extensive experience in business operations and outsourced managed services, the ability to work cross functionally with team leaders, and the experience of components in running a business.
The Contribution:

Creation and leadership of processes and service

  • Creation of business processes
  • Responsible for the creation and management of operational processes, KPIs, reporting, business metrics and workflow processes
  • Work closely with existing functional groups to create specific processes for hiring, resource, development, and reporting for Delivery Implementation Designers


Personnel Management

  • Lead several Service Managers which will manage onsite client delivery teams, while providing support and guidance regarding projects/services
  • Responsible for the day to day management of the onsite teams, development and career growth
  • Partner with Human Resources to assess the integration of individual goals with studio goals
  • Assist in identifying professional skill and capability gaps in the services
  • Work with HR, Managers, IT and GM to improve employee on-boarding processes
  • Partner to assess needs for additional talent and participate in key hiring interviews

Client Management

  • Establish relationships with clients, understanding their business needs, creative business solutions and delivery of established service level agreements (SLAs) and KPIs
  • Negotiate priorities, inputs and outputs of the services
  • Manage client expectations, ensuring both quality standards and profitability of the services and guide the Service Managers in their work

Delivery & Resource Management

  • Ensuring programs and client’s services are organised and executed consistently and that operational standards are met
  • Create capacity planning modelling to ensure client needs are being met through ongoing hiring and staffing processes
  • Create objectives and measurement processes to ensure and oversee the quality of all frog design deliverables
  • Plan, monitor and control delivery activities accordingly to accounts/services needs and team´s capacity
  • Delivering projects & services working under several quality & processes standards such as CMMI, ISO, ITIL and Agile development methodologies
  • Lead the management of all aspects of the project/service: scope, time frames, quality, costs and results, team, outsourcing, communications, risks and integration

Business Management

  • Responsible for Quarterly & Yearly business reviews with clients and internal stakeholders.
  • Lead the management of all aspects of the project/service: scope, time frames, quality, costs and results, team, outsourcing, communications, risks and integration
  • Develop and produce timely revenue data in order to drive quality financial decisions
  • Support business leadership to plan and execute improvement and growth plans

Cost and Profit Management

  • Ensure an adequate service operational structure to meet both client requirements and profit expectations
  • Managing and following up costs and margin associated to the project
  • Design and implement strategies for continuous optimisation of the services
  • Drive continuous improvement of the services maturity 

Business Development

  • Collaborate with BD, General Manager and studio leads to identify proposal teams
  • Lead the design of the operational solutions to meet client needs
  • Review proposals to ensure quality (approach, estimations, risk mitigation, etc.) and profitability
  • Review Statements of Work, project resource estimates and fee estimates prior to submission to the client
  • Constant search of new opportunities for business growth

You Are:

  • An individual with 10+ years of experience in Business Operations and 5+ years in outsourced service operations/BPO management
  • Experienced in designing, launching and optimising managed services
  • Deep knowledge of the operational economics of consulting agencies, influencing the financial drivers and ensuring successful operations, very specially in outsources managed services, preferably in the design arena
  • Knowledgeable of the operations of production design activities
  • Knowledgeable of current methodologies in DevOps, DesOps and Agile
  • An excellent and influential communicator
  • A collaborative problem solver and decision maker
  • Skilled in leadership, management and coaching
  • Successful in strategic planning and execution
  • Knowledgeable of relevant financial and budgetary practices
  • Able to exercise sound business judgment with a highly effective management style
  • Skilled in relationship management and possess flexibility and patience, a team mentality and a high level of emotional intelligence
  • An expert in process development and implementation
  • Experienced in Project Management
  • Fluent in English
  • Ability to travel

Please apply in English.