Senior Manager, Content Operations Lead

IHG has embarked on a complete overhaul of its content management capabilities, including collection, creation, management, and syndication of visual assets and descriptive content at the enterprise level.  This is a new role that will work collaboratively as part of a larger integrated operations team, to serve enterprise requirements as a whole. 

The Content Practice and Operations Lead will be responsible for the administration, optimization and enhancement of asset files and descriptive text content across the enterprise platform, with a specific focus on delivering content velocity and quality. 

• Administration includes usage rights management, contractual negotiations, enterprise partnerships, and maintaining guidelines and requirements for corporate and franchise stakeholders.  
• Optimization includes day-to-day oversight of workflow, approvals, standards, governance, and continual rationalization of process complexity across stakeholder groups.  
• Enhancement includes various methods for improving content capture, automation and QA/QC applied at the platform level, and manual enhancement of cross-platform content.  As the platform matures, responsibilities will expand to include 3D modeling, predictive and generative AI, and a range of visual enhancement capabilities.

This is a client facing, service role that reports directly to the Global Head of Content and will have a staff of 3 initially, which will likely grow over time.   

The ideal candidate will have experience with several, though not necessarily all, of the following:

• Experience managing Business Affairs in an agency or in-house studio.
• Extensive experience directly managing 3rd party suppliers.
• Experience with large DAM, PIM, or E-COMM platforms
• Experience working with international partners and stakeholders across business verticals.
• Experience working with creative content on large, scalable, operational capacities. 
• Experience managing introduction of new innovation and the change management associated with that deployment. 
• Experience working within complex, highly matrixed organizations.
• Experience with data-modelling and/or MDM, a plus, but not required.  
• Experience working in hospitality industry a plus, but not required.

Your day to day

• Oversee end-to-end administration of all content including all visual assets and descriptive text (product content).  
• Manage workflow submission processes following approval acceptance, rejection, or re-direction for further enhancement or escalation.  
• Continuously streamline and optimize existing processes or operational design for forward improvement.
• Maintain content standards and requirements for all visuals, text, and data and their uniform application across all Hotel properties globally.  
• Manage integration and oversight of various external vendors, maintaining quality and development roadmaps, including:
  • Creative enhancement services
  • Location services
  • User Reviews
  • Off-shore partners, and more
• Oversight of a broad range of automated creative apps and quality enhancement capabilities.   
• Oversight of human and machine translation services, providing comprehensive translation in 20+ languages, across all brands, globally. 
• Enforcement of data governance and file standards; work with core team to continuously improve governance policy. 
• Learn the operational requirements of the new content management platform and all its constituent dependencies, and work to optimize and streamline their performance daily.
• Work with platform and tech support leads to contribute to policy and operational requirements that you will lead.
• Continuously harmonize and streamline content-related processes into uniform, rules-based policies and requirements common to all contributors and consumers.

Internal Stakeholder Management:

• Work directly with business partners to determine and fully understand business objectives and necessary deliverables.
• Analyze customer feedback, business strategies, objectives and system/application architecture to determine technical and process requirements. 
• This role requires extensive cross functional interaction with stakeholders across the enterprise, including:
• Technology Services, Information Security, and other technology partners
• User Experience and Channel Development teams
• Hotel Content and Operations teams
• Marketing Partners + Digital Campaign teams
• Commercial / Revenue Management teams
• Global Brand Organization
• Peer owners of other inter-dependent, internal systems, platforms and databases

What we need from you

• 8+ years of direct experience leading teams in business affairs, studio management, operational excellence, or related systems. 
• Deep knowledge of modern media formats, and omni-channel media requirements.
• Experience with metadata management.
• Experience with fundamentals of project management.
• Excellent verbal and presentation skills.
• Knowledge of current tools and industry trends in content management, with an emphasis on e-comm and marcom applications (informational and transactional).
• Demonstrated experience in leading and developing people.
• Hospitality industry experience a plus, but not required. 

Location – Atlanta, GA; Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.

The salary range for this role is $58,834.00 to $150,000.00.  This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.  

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