Director of Digital Content Services

General Summary:

The Director of Digital Content Services owns Service Operations and Creative for all content services - including messaging and visuals - delivered to Mood Media clients worldwide. The Director builds and leads globally distributed teams, defines frameworks for service quality and throughput, and serves as the senior escalation point for content-related delivery across all geographies and client segments. Operating as a cross- functional leader, the Director partners with Product, Technology, Sales, and Client Services to ensure content capabilities evolve in step with market needs. The portfolio of service lines within this role may evolve over time; the position is defined at the domain level so that adding or removing a service category (e.g., Ad Operations, scheduling, new media formats) does not require a structural redefinition of the role.

Essential Job Functions and Responsibilities:

• Own end-to-end content operations: intake workflows, SLA attainment, capacity planning, and delivery quality across all active content service lines
• Define and enforce operational standards, process frameworks, and escalation paths for all content delivery functions
• Lead global staffing, vendor management, and resource allocation decisions to meet business demand efficiently
• Drive year-over-year productivity gains across content operations through data-informed process improvements, tooling, and team development
• Set and uphold the creative vision and quality bar for all content produced for Mood Media clients, covering messaging (copy/concept) and visuals (graphic, motion, digital) as required
• Lead the creative team that might include, audio/video designers, animators, copywriters, and content producers; foster a culture of draft, accountability, and innovation
• Define creative standards, templates, and brand governance applied consistently across client verticals and geographies
• Engage directly with strategic clients and internal stakeholders to scope complex creative briefs, present concepts, and validate creative direction
• Represent Digital Content Services in senior leadership forums; contribute to roadmap and investment decisions for content capabilities
• Partner with Product and Technology to evaluate and integrate tools, platforms, and automation that enhance content production or delivery
• Build and maintain a talent pipeline; conduct regular development reviews, set individual OKRs, and manage performance with rigor
• Own quality assurance processes; maintain consistently high standards and act as final creative and operational authority for all content service lines
• Develop and manage the annual department budget; report on spend, variance, and ROI for content operations
• Define and enforce SLAs, turnaround standards, and escalation procedures for all active content service lines worldwide
• Scope and advise on complex client briefs across creative and operational requirements
• Collaborate with Sales and Account Management to support revenue opportunities tied to content services
• Drive adoption of tooling, automation, and AI-assisted production where appropriate to improve efficiency and scalability
• Establish and maintain operational dashboards; report on throughput, SLA performance, and cost efficiency at the Director level
• Identify, propose, and integrate new content service categories into the operating model without requiring restructuring of the team
• Other duties as assigned by management

Content Services Scope:

The following represent the service lines that the director might be responsible for but not exclusive or limited to.

• Visual Content - digital signage, motion graphics, graphic design, brand templates
• Messaging Content - scripted audio messaging, on-hold, in-store announcements
• Content Scheduling & Operations - programming, playlist management, on-site delivery coordination
• Lead unified content production workflows covering both creative (messaging and visual) and operational delivery functions globally

Required Travel:

If the job requires overnight travel, what percentage of time is spent away from home base? Up to 15% (international travel may be required)

Essential Job Qualifications:

College degree (4-year) or equivalent experience: Bachelor's degree (Design, Communications, Marketing, Operations Management, or related field); 10+ years in content production, creative services, or media operations; minimum 5 years in a senior leadership role; proven track record managing globally distributed teams of 8+ and P&L or cost center accountability for a content or creative services function

Knowledge/Skills/Abilities:

• Deep understanding of content production lifecycles across visual and messaging formats
• Strong operational acumen: capacity planning, SLA management, workflow design, and performance reporting
• Creative authority: ability to evaluate, direct, and elevate work across graphic design, motion graphics, and copywriting
• Proficiency with production tooling (Adobe Creative Suite) and familiarity with content management, scheduling, or DAM platforms
• Excellent communication, executive presentation, and client-facing skills; comfortable in both creative and operational leadership contexts
• Analytical mindset: comfortable with dashboards, KPIs, and data-driven decision making
• Excellence in managing and motivating globally distributed staff across creative and operational functions
• Strong leadership and collaboration skills
• Superior problem solving and decision-making skills; fluent in both creative and operational vocabulary
• Financial acumen to manage costs and workforce planning

For further information about Mood Media, please visit www.moodmedia.com.