Operations and Analytics Lead

Role Overview

This role is central to ensuring operational excellence within The Hive, focusing on delivery management, issue resolution, continuous process improvement, and cost control. The individual will be pivotal in managing performance analytics, supporting project management, and driving operational discipline across commercial and marketing services.

Key Responsibilities

• Oversee and ensure adherence to delivery schedules and production timelines as per Service Level Agreements (SLAs), proactively managing risks and taking corrective actions with hub teams and agency partners to guarantee timely delivery, quality, and operational efficiency.
• Manage issue resolution and escalation processes end-to-end, ensuring concerns are prioritized, tracked, and resolved promptly with effective stakeholder communication.
• Identify operational gaps and areas for enhancement, thoroughly documenting Standard Operating Procedures (SOPs), lessons learned, and best practices to foster organizational knowledge and scalability.
• Collaborate with Organon leadership to maintain cost and pricing discipline, analyzing job costs to escalate concerns when necessary, including potential rate card adjustments with agency partners.
• Maintain availability and enable reuse of source, native, and production files within The Hive content library to reduce redundant work across markets and franchises.
• Work with operations and technology teams to streamline and automate workflows, especially within Medical, Legal, and Regulatory (MLR) and vault processes.
• Assist in onboarding new team members regarding submission protocols, Veeva Vault Promomats, Medical Communications workflows, and compliance standards.
• Maintain and update performance dashboards daily ensuring data integrity, timely refreshes, and alignment with KPIs.
• Analyze operational data to extract actionable insights and prepare regular as well as ad-hoc reports highlighting trends for leadership decisions.
• Collaborate with Global Data & Analytics and external technology vendors to enhance dashboard functionality and promote self-service analytics capabilities.
• Support MLR tracking logs and status dashboards, providing transparency into review cycle times and outstanding actions.
• Provide primary project management support by tracking deliverables, milestones, and workstreams to meet deadlines and maintain stakeholder visibility.
• Coordinate cross-team priorities and resolve dependencies through consistent project reviews, maintaining accountability across partners.
• Support governance activities for Global Marketing Operations by preparing materials, tracking decisions, and ensuring execution of action items.
• Manage project tracking for all active promotional and non-promotional materials.

Qualifications & Experience

• A Bachelor's or Master's degree in Business, Marketing, Data Analytics, or related disciplines is required.
• Five to eight years of experience in project management, marketing operations, or commercial operations within global organizations.
• Proven expertise managing multifaceted projects involving multiple stakeholders, with certifications such as PMP or knowledge of Agile methodologies preferred.
• Hands-on experience with performance dashboard tools, familiarity with Polaris, Tableau, or Power BI is advantageous.
• Strong data literacy and capability to convey analytical insights to non-technical audiences clearly.
• Excellent organizational capabilities combined with superior communication skills and the ability to handle concurrent workstreams effectively.
• Proficiency in project management software such as Smartsheet, Asana, Microsoft Project, alongside Microsoft Office suite.
• Fluency in English is mandatory, additional languages will be considered beneficial.