CX Operations

Overview

Aquent Studios is adding to our growing team! Ideally looking for someone in the Boston area who can come into the office on occasion.

Must have a background in Pharma/Heatlhcare to be considered for this opportunity

The Consumer Experience (CX) Operations Lead is a detail-oriented self-starter who is skilled and
experienced in collaborating with product teams to deliver seamless execution and creative excellence
within a fast-paced, agile based environment. S/he is responsible and accountable for the efficient, effective
scoping, estimating and management of all consumer experience team deliverables including research,
strategy, design and prototyping for complex programs within Sanofi.
S/he leads overall CX program execution to drive cross-team communication and proactively removes
obstacles or blockers that may get in the way of delivery. This role focuses on project planning, execution,
resource management/allocations, budget management, change management and being the central hub to
drive the CX program team forward. Additionally, the CX Operations Lead is focused on operational
processes including executing/managing external vendor agreements, team templates, asset organization
and iterative recommendation/implementation changes to team methods and frameworks.

Responsibilities
● Effectively summarize and communicate project status to a wide variety of stakeholders.
Disseminate detailed information effectively and efficiently.
● Ensure that dependent business unit schedules are known and identified in advance to all
participants (who needs to launch what when and what is required for that effort).
● Facilitate the definition of program scope, estimates and deliverables.
● Strong technical, process analysis, documentation and mapping skills.
● Proven problem solver with expert knowledge of CX and Design workflow best practices
● Unflappable, with the ability to bring a sense of calm assurance to high-energy interactions
● Excellent interpersonal, leadership, listening, and communication skills: Ability to negotiate a
complex organizational structure and drive consensus across stakeholders.
● Ability to construct workable solutions when presented with multiple and, often times, conflicting
points of view
● Experience with agile development and tactical skills such as spreadsheet, word processing,
presentation, and electronic workflow software, a must
● Anticipate issues and risks associated with project implementation and work with functional
management to develop strategies to resolve issues and mitigate risks.
● Manage multiple projects, tasks, priorities, and internal expectations.
● Implement and maintain a collaborative team environment involving different functional areas.
● Work in concert with functional teams, identify and work to implement necessary process
adaptations.
● Work with technical project managers to ensure that technical schedules for the program are
integrated to the degree that dependencies are identified and resolved in advance.
● Proficiency in project management software, such as MS Project and MS Office
● Participate in driving and documenting process standards and best practice of creative project
planning and scheduling
● Lead process improvements and creative tool implementation.
● Develop, implement, and shepherd continuous improvements and process opportunities
● Lead detailed project planning, budgeting, and cross-team capacity planning in collaboration with
cross-functional groups
● Orchestrate cross-teams to deliver high quality, on-time design deliverables, accounting for on-the-
fly program needs and changes as they occur.

Must Haves
● Minimum BA/BS in a Project Management, Business Management, Computer Science, or Logistics;
Master’s degree in relevant field a plus

•Pharmaceutical/Healthcare experience a must have
● 10+ years of hands-on studio and traffic management is a must
● Broad experience working directly in a high-volume, fast-paced, constantly changing studio/in-
house creative environment
● Superior organizational skills with the ability to multi-task and manage time
● 10+ years of project/process management, operations or strategy analyst experience.
● Experience managing complex projects through all phases of the project lifecycle to a successful
conclusion (on time, on budget, benefits delivered) in a large scale, complex global environment
● Experience in Lean, iterative design process and Agile development process
● Must be a pragmatic and objective communicator who can present project status and creative and
design operational efficiency to all levels of the company
● Excellent verbal and written communication skills, especially as they relate to presenting,
articulating and defending research and design decisions
● Agency experience is a plus
● PMP Certification a plus.
● Process Management and/or certification a plus.

Desired traits
• Agility, Decisiveness, Resilience, Transparent Agility, Decisiveness, Resilience, Transparent
communications and Openness
•Strong attention to detail, especially in planning and scheduling across different functional teams
and following through with successful execution.
•You bring the ability and interest to help lead cultural shifts in the organization including Digital
transformation and openness