Manager, Operations & Implementation

From the company's job description

About WPP Media

WPP is the trusted growth partner for the world’s leading brands. With exceptional talent, trusted data and intelligence, and world-class partnerships – all united by our pioneering agentic marketing platform, WPP Open – we help clients navigate change, capture opportunity, and deliver transformational growth.

WPP Media is WPP's AI-driven media operating unit, bringing together media, data, and partnerships to deliver creative personalisation at scale. Connected through WPP Open and powered by Open Intelligence, clients see exactly where, how, and why their media investment is working.

For more information, visit wppmedia.com .

3817 - Manager, Operations & Implementation - Global

Role Summary and Impact

The Ops & Support Manager is tasked with supporting implementation and enablement driving adoption, capability uplift and sustained value from the platforms, products and ways of working owned by Global Business Systems. The role bridges product, technology and end users, making sure solutions are not only delivered but successfully embedded, understood and used at scale. It contributes to the enablement strategy, covering training, communications, rollout planning, champion networks and the ongoing support model, and it owns the day-to-day operational health of the platforms that strategy depends on - access governance, first and second line support, testing and release readiness, and the reporting that proves value. The role works closely with Product, TechOps, Programme Management and business stakeholders across all markets in scope.

Responsibilities:

The role combines enablement support for reliable, well-governed platform operations. Responsibilities fall into the following areas:

• Training and capability development : Support role-based training through live sessions, recordings, learning paths and playbooks, keeping content practical, outcome-focused and aligned to real user workflows. Maintain a wider enablement library, including knowledge base articles, user guides, macros, response content and online demonstrations, for both onboarding of new users and continuing development of existing ones. Improve that content continuously based on feedback, support themes and usage insight.

• Change, communications and adoption: Support enablement communications plans that explain what is changing, why it matters and how users should respond, working alongside Comms and Product to keep messaging consistent. Identify adoption risks and resistance early and put mitigation in place, and act as a visible advocate for new ways of working. Drive measurable growth in global adoption, identify where users stall or disengage, and support the interventions that close the gap.

• Platform access, permissions and security governance : Own access governance across the platform portfolio, covering provisioning, role design, periodic recertification and de-provisioning for internal, affiliate and client agency users at global scale. Maintain permission models that protect organisational data, enforce appropriate segregation of duties, and evidence compliance with internal policy and client contractual obligations.

• Support model and platform operations: Stand up and run the ongoing support model for the portfolio, delivering first and second line support across ticketing and collaboration channels such as Teams. Own the incident and request lifecycle end to end, from triage and resolution through escalation into product and engineering to root cause follow-up, measured against published service levels and satisfaction targets. Protect business continuity by monitoring availability and tracking uptime and downtime and reduce reliance on reactive support by feeding recurring issues back into the enablement content.

• Testing, release readiness and product feedback: Provide support user acceptance testing and defect management across the change portfolio, including platform enhancements and master data integration. Partner with product owners and developers to reproduce defects, verify fixes, shape and prioritise sprint inputs and confirm release readiness before each deployment, maintaining test evidence and traceability in Azure DevOps. Surface themes, issues and opportunities from users back into the product and platform teams so that feedback loops are closed rather than logged.

• Stakeholder and champion network management : Work closely with Product Leads, TechOps, Programme Management and business owners to align enablement to delivery, and act as a contact for senior stakeholders. Manage champion and super-user networks across market and teams and support local markets in tailoring the enablement approach while maintaining global standards. Build trusted relationships with suppliers, regional teams and end users, and contribute to user forums and operational governance meetings that keep priorities, risks and dependencies visible.

• Measurement, reporting and continuous improvement : Track enablement KPIs covering training completion, usage, adoption and feedback, and support the operational reporting layer for the portfolio: usage, uptime and downtime, ticket volumes, resolution performance and satisfaction. Manage monthly dashboards and stakeholder updates, use quantitative and qualitative insight to refine the enablement approach over time, and supply the operational data that feeds executive insight and the wider reporting and analytics function. Deeper enterprise business intelligence development is supported by this role rather than led by it.

• Governance, risk and compliance: Support the programme's governance, risk and compliance frameworks and its data governance guardrails. Monitor platform activity and track mandatory compliance obligations to deadline across a large user population, and maintain the audit evidence that access reviews and control testing require.

• AI-enabled enablement and automation : Scale AI-powered workforce enablement across the platform estate, including configuring AI workspace agents, applying AI-assisted response content to shorten resolution times, and extending automation into reporting and routine operational tasks. Assess where automation delivers genuine productivity gain and build the case for wider rollout.

Measures of Success

Measure of success in first 100 days

• Complete an audit of adoption, support performance and enablement maturity across the platforms in scope and achieve full knowledge transfer from the current owners.

• Establish working relationships with business owners, product leads and market representatives, and stand up an initial champion network in the priority markets.

• Publish a prioritised enablement plan with named owners, milestones and success measures, agreed with the programme sponsors.

• Put a functioning support and access governance model in place, with published service levels, a first reporting pack and a clear route for user feedback into the product backlog.

Ongoing measures

• Adoption and engagement: Year-on-year growth in active global users and in use of core platform features, with adoption sustained beyond initial launch.

• Capability uplift : Training completion against target for each user population, with users able to explain not only how to use a system but why it matters.

• Support performance : Agreed uptime maintained that incidents resolved within published service levels, sustained high monthly satisfaction, and a falling volume of avoidable contacts as enablement matures.

• Access governance : Access recertification completed on schedule with no material audit findings.

• Release quality and feedback : User acceptance testing signed off and defects triaged ahead of every planned release, with a documented feedback loop between users, enablement and product.

Skills and Experience

Essential

• Proven experience in an enablement, change, adoption or transformation role, ideally within a platform, product or technology service deployment.

• Strong understanding of how people adopt technology and new ways of working, and the ability to translate complex concepts into simple, actionable guidance.

• Experience delivering training, user documentation and knowledge base content for diverse audiences, with demonstrable impact on adoption.

• Experience leading first and second line application support, with evidenced service level and customer satisfaction performance.

• Experience administering user access, roles and permissions at enterprise scale across internal and external user communities.

• Hands-on user acceptance testing and defect coordination alongside product owners and development teams, using Azure DevOps or similar.

• Excellent stakeholder management and communication skills, applied across a broad range of roles from senior sponsors to product owners and development team members.

• Comfortable working across global, matrixed, multi-geographical organisations.

Desirable

• Experience with enterprise platforms such as CRM, productivity tools, master data management or data platforms.

• Background in product, operations, digital transformation or business systems.

• Experience working with champion networks or communities of practice, and supporting a global rollout across multiple regions, languages and time zones.

• Familiarity with adoption metrics and behavioural change measurement and working knowledge of Power BI or similar reporting software.

• Experience of AI tools and processes, including AI-assisted service desk tooling and wider automation platforms.

Personal Attributes

• Pragmatic and outcomes-focused, credible with both technical and non-technical audiences.

• Highly organised, analytical and data-driven, with strong attention to detail.

• Comfortable operating in ambiguity and evolving environments, and calm under operational pressure.

• Proactive, collaborative and resilient, with a self-starting approach to achieving objectives.

Life at WPP Media & Benefits

Our passion for shaping the next era of media is powered by our commitment to   Be Extraordinary, investing in our employees to inspire transformational creativity. We also   Lead Optimistically, firmly believing in and   Championing Growth and Development   for every individual. This commitment allows WPP Media employees to leverage the extensive global WPP Media & WPP networks to pursue their passions, build vital professional connections, and learn at the cutting edge of marketing and advertising.

We   Create an Open environment   built on trust and respect, where everyone feels they belong and has opportunities to progress. This inclusive culture is fostered through a variety of employee resource groups and frequent in-office events showcasing team wins, sharing thought leadership, and celebrating holidays and milestone events. Our comprehensive benefits package reflects this commitment, including competitive medical, group retirement plans, vision, and dental insurance, significant paid time off, preferential partner discounts, and employee mental health awareness days.

WPP Media is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We believe the best work happens when we're together, fostering creativity, collaboration, and connection in this open and supportive environment. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process.   Please note that while our philosophy is the same across WPP, benefits may vary by office/country.

Please note this is a UK based role and requires individuals to have the right to work in this location

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