Operations Director

Grounded in a talent-centric mindset, Maker Lab is a marketing agency designed to build decentralised technology-led agency teams, rooted in collaboration with clients from the ground up. Maker Lab ’s cross-functional teams of multidisciplinary specialists are embedded into client teams across digital marketing competencies — from measurement & analytics to content production.
Role Summary:

As Operations Director for our holding company, Miroma, you'll lead our offshore delivery team, owning campaign performance, process and quality end-to-end, while managing and developing specialists to deliver strategy flawlessly, on time and to the highest standard within a remote-first environment.
Role:
Campaign Performance & Delivery

- Take ultimate responsibility for the performance of all campaigns delivered by the offshore team, including pacing, delivery in full, and optimisation against agreed KPIs.

- Translate the strategy set by the client team into clear, actionable delivery plans for the activation team.

- Personally manage or directly support campaign setup, activation and optimisation in-platform where required, particularly for complex, high-priority or new-format campaigns.

- Proactively identify challenges in setup and delivery and feed them back to the client team.

- Identify performance issues proactively and lead troubleshooting and resolution.

- Report on campaign and team performance to leadership on a regular basis.

Process, Setup & Quality Assurance

- Own and continuously improve the end-to-end process for campaign setup, activation and delivery.

- Establish a robust QA framework to catch errors before they affect delivery or client-facing reporting, with particular focus on the additional risk created by a fully remote working model.

- Develop clear, written standard operating procedures and best practice documentation that enable consistent delivery regardless of who on the team is executing.

- Implement structured handover, escalation and sign-off processes appropriate to a distributed team operating across time zones.

- Ensure all platform, billing and compliance processes are followed accurately and consistently.

Team Management & Development

- Recruit, manage, mentor and develop Activation Specialists and Analysts, setting clear objectives and providing regular feedback.

- Build a strong, accountable team culture suited to remote working, with clear expectations on communication, availability and ownership.

- Lead recruitment, onboarding and training for the offshore team as it scales.

- Conduct regular performance reviews and support individual development plans.

Collaboration

- Work closely with the client team to ensure full alignment between strategy and delivery.

- Provide a clear escalation point between the offshore team and leadership.

- Contribute operational and platform expertise to support new business proposals and product development.

You:

- At least 8 years' experience in programmatic or biddable media operations, ideally within a trading desk, agency or in-house team.

- Proven track record of managing and developing a team, including performance management and skills development.

- Strong hands-on platform experience across DSPs (e.g. DV360, Quantcast, Amazon) and a willingness to remain hands-on day to day.

- Demonstrated experience building or significantly improving operational processes, workflow and QA standards.

- Experience operating effectively within a remote or distributed team structure.

- Strong analytical skills with the ability to interpret performance data and translate it into action.

- Excellent written communication skills, given the importance of clear documentation and remote collaboration.

- Experience working with, or a strong interest in, entertainment, live events or culture sector clients is an advantage.

- A natural leader who leads by example, comfortable balancing strategic oversight with hands-on delivery.

- Highly organised,