Lead Creative Services Project Manager

This is an onsite position.

Leads a project management team to reliably deliver on client expectations and internal performance targets. Provides operational oversight for successful project execution, balances team workloads and resources, owns client satisfaction and retention for the assigned book of business, strengthens client partnerships, and identifies service improvement and growth opportunities.

Responsibilities:

• Set team goals and manage performance to meet delivery, quality, and client satisfaction targets.
• Oversee day-to-day client services and project management operations to ensure projects are delivered on time, within scope, and according to client expectations.
• Review incoming work and assign projects based on team capacity, skill sets, and client and business priorities; execute staffing plans and resource schedules.
• Lead internal team meetings to review priorities, address risks, and ensure alignment across the team.
• Resolve complex client and project issues with cross-functional partners.
• Monitor client health, service-level agreements, and operational metrics; identify trends and take corrective action.
• Build and maintain strong client relationships through proactive communication, responsiveness, service excellence, and client-facing meetings.
• Partner with account and commercial teams, leadership, and clients to align project execution with business objectives and support renewal readiness and growth.
• Develop talent through coaching, performance management, onboarding, training, and cross-training.
• Ensure consistent application of project management processes, procedures, service standards, and quality expectations; identify risks and service improvements that strengthen customer satisfaction, retention, and team performance.
• Represent the Project Management organization in strategic planning and continuous improvement.

• Bachelors degree in related discipline is required
• At least 5 years of related experience, as well as client services or account-facing experience.
• Demonstrates strong understanding of client experience drivers and escalation triggers; communicates confidently with clients and internal partners.
• Applies project management best practices to manage scope, schedules, quality, risks, and client expectations.
• Applies performance management and employee development skills, including coaching and team development.
• Uses analytical thinking to diagnose issues, interpret performance trends, and recommend improvements.
• Applies resource planning and prioritization skills, aligning team capacity and skills with client and business priorities.
• Influences cross-functional partnerships and collaboration to resolve issues and support business objectives.