About the Role
Role Purpose
The Operations Lead will own the day-to-day operational performance of Wattana, ensuring that client work is properly planned, resourced, coordinated, quality-checked and delivered on time.
The role is designed to take operational ownership away from the CEO, allowing the Founder to focus primarily on strategy, business development, sales and growth.
The Operations Lead will serve as the central point of accountability for delivery, workflow, resource allocation, quality assurance, operational processes and team performance. This is consistent with the Wattana 2.0 blueprint, which positions Operations & Delivery around project delivery, account management, client communication, production planning, creative execution, QA, resource allocation, workflow management and client satisfaction.
Key Responsibilities
A. Operations & Delivery
- Lead Wattana's day-to-day delivery operations.
- Establish clear ownership for every client project and deliverable.
- Oversee projects from briefing through completion.
- Maintain visibility over all active client deliverables, deadlines and dependencies.
- Monitor workload and resource allocation across the team.
- Identify capacity constraints and resolve or escalate them early.
- Ensure client deliverables are properly planned before execution begins.
B. Project & Workflow Management
- Establish and maintain project trackers and delivery schedules.
- Run weekly planning and operational check-in meetings.
- Monitor milestones, dependencies, risks and outstanding actions.
- Ensure deadlines are achieved or risks are escalated before deadlines are missed.
- Coordinate cross-functional resources, including creative, account management, growth and external technology partners.
- Improve project handover and workflow discipline.
C. Quality Assurance
- Establish appropriate quality checkpoints before work reaches clients.
- Ensure deliverables meet Wattana's quality expectations.
- Identify recurring quality or delivery issues and implement corrective actions.
- Ensure errors are addressed at the appropriate internal stage rather than becoming client-facing problems.
D. People & Performance
- Provide day-to-day operational direction to delivery team members.
- Monitor team workload, utilisation, accountability and delivery.
- Identify capability, capacity and performance concerns and escalate appropriately.
- Support onboarding of new employees.
- Support performance reviews and implementation of performance standards.
E. Process & Systems
- Develop and improve operational systems, workflows and SOPs.
- Identify inefficiencies and recommend practical improvements.
- Maintain operational documentation.
- Introduce appropriate tools and automation to improve efficiency.
F. Management Reporting
- Provide the CEO with regular operational updates.
- Report on delivery performance, workload, risks, client issues and operational efficiency.
- Escalate significant client, people, financial or delivery risks promptly.
Key Performance Indicators
- 95%+ on-time delivery.
- Zero missed deadlines without prior escalation.
- Client satisfaction.
- Team utilisation/capacity management.
- Delivery quality.
- Internal operational efficiency.
- Timely identification and resolution of operational risks.
Requirements & Qualifications
Required Qualifications & Experience
Recommended minimum:
- Bachelor's degree in Business Administration, Management, Project Management, Operations or a related field.
- Relevant professional qualification/certification in project or operations management is an advantage.
- 4 - 6+ years' relevant experience in operations, agency/project delivery, client services or a comparable environment.
- Demonstrated experience managing multiple projects, deadlines and stakeholders simultaneously.
- Experience coordinating multidisciplinary teams.
Core Competencies
- Operational leadership
- Project management
- Organisation and prioritisation
- Problem solving
- Accountability
- Risk identification and escalation
- Process improvement
- Communication
- People coordination
- Commercial awareness
- Attention to detail
Wattana behavioral fit: Ownership, proactive communication, excellence, accountability, client obsession and continuous improvement.
