• Own the end-to-end creative workflow, from intake and prioritization through delivery and post-project analysis • Design, implement, and continuously optimize creative processes that support high-volume CRM and integrated creative production • Establish clear intake, prioritization, and planning frameworks that balance business urgency, creative quality, and team capacity • Own the Creative Studio’s operating system, with Asana as the primary workflow platform — including workflow architecture, governance, dashboards, reporting, and adoption • Integrate and collaborate across additional tools and systems as needed, including Jira, Basecamp, and shared operational platforms • Build and maintain documentation including SOPs, workflow maps, operating guidelines, and reference materials • Act as a strategic partner to Creative Directors, Strategy, Analytics, DataCloud, and Marketing teams to align priorities, streamline handoffs, and improve delivery efficiency • Manage creative dependencies and timelines across cross-functional initiatives, particularly CRM and lifecycle programs • Serve as a trusted operational voice in planning conversations, helping teams scope work, set realistic timelines, and mitigate risk • Own resourcing, capacity planning, and workload balancing across the Creative Studio • Build and maintain reporting dashboards that provide visibility into utilization, delivery health, volume, turnaround time, and operational KPIs • Use data and insights to proactively identify bottlenecks, recommend solutions, and inform leadership decision-making • Establish operational QA checkpoints to ensure high standards of execution and consistency • Identify workflow friction points and lead process improvements that reduce manual effort and improve speed to market • Manage and mentor two direct reports, developing a high-performing Creative Operations function • Set clear expectations, provide coaching, and create growth paths for operational talent within the studio • Foster a collaborative, service-oriented operations culture that supports creative excellence • Play an active role in Creative Studio leadership rituals, including quarterly business reviews, planning cycles, and cross-team alignment initiatives • Contribute to long-term operational strategy as the Creative Studio continues to scale

• Support the management of the operational pipeline, ensuring status updates, organization of stages, and tracking of requests • Control and monitor operational alerts, helping to identify deviations, failures, and risks • Support the management of discount coupons, including checks, validations, and post-dispatch controls • Perform operational adjustments after dispatch, ensuring quick corrections aligned with defined workflows • Assist coordination in organizing data, controls, and operational routines, contributing to visibility and decision-making • Help create and maintain spreadsheets, reports, and analytical controls • Support basic analyses of operational data, identifying patterns, recurring issues, and improvement opportunities • Contribute to the standardization of processes and operational documentation

• Lead day-to-day operations ensuring consistent execution across products, platforms, and services; • Partner with executive leadership to develop and implement operational strategies aligned with organizational goals and growth objectives; • Establish operational priorities, capacity plans, and resource allocation models to support scaling initiatives. • Design, document, and execute new processes to enhance efficiency, quality, and scalability; • Develop and monitor key performance indicators (KPIs), service-level agreements (SLAs), and operational dashboards; • Identify operational risks and bottlenecks; implement mitigation strategies, corrective plans and AI first workflows. • Develop and manage operational budgets, forecasts, and cost-control initiatives; • Analyze operational spend, and unit economics to improve margins and financial performance; • Support business cases for new programs, tools, or operational investments. • Proven ability to implement new systems globally such as Jira and Smartsheets, and ability to implement systems integrations; • Ability to work cross-functionally to develop implementations strategies and run projects to smooth execution; • Implement pricing changes or new pricing models in excel and Salesforce.com and be point person for questions.

• Manage a premium short-term rental (STR) portfolio • Oversee the Philippines-based Virtual Assistant (VA) team • Ensure guest communication in English or German meets high standards • Monitor reviews and guest messages, handle disputes • Create and refine operational processes based on guest feedback