Job Description
The Studio Manager-Program & Creative Management will lead a large multi-disciplinary studio team supporting a complex e-commerce client portfolio. One North is seeking an energetic and motivated Studio Manager-Program & Creative Management with expertise in program oversight, agile delivery operations, and production at scale to be part of our Studio team. This role leads day-to-day engagement delivery while providing program-level governance—ensuring operational rigor, coaching and enabling the Project Managers who execute delivery, and driving performance against SLAs, KPIs, and quality standards. You will partner closely with cross-functional client stakeholders, provide leadership and guidance to Studio Leads across UX, Copywriting, and Production, and oversee the Project Management function. As the engagement and service owner, you will manage the overall client relationship and escalation path, lead MBRs and QBRs, and ensure strong financial and delivery health. Serving as the program lead, you will establish and maintain the agile operating model, including intake, prioritization, capacity planning, and sprint execution, while driving delivery performance through your Project Managers. The ideal applicant brings agency and in-house studio experience with a robust track record in shaping operating models, pitching and developing solutions, building and leading teams, and driving delivery excellence through metrics and governance. You are comfortable and confident leading client and internal stakeholders, communicating effectively both up and downstream, and translating strategy into actionable plans. A results-oriented and positive attitude is a must. At least 5 years of leadership experience is preferred for this position. The responsibilities below are not exhaustive and may require adjustment based on internal and client requirements. The Studio Manager-Program & Creative Management will ideally be based in the Seattle area, but we are open to remote locations across the U.S. Key Responsibilities Engagement & Service Leadership Serve as the main client contact and escalation owner, building trusted relationships and ensuring timely communication, feedback loops, and issue resolution. Own service performance end-to-end, maintaining accountability for SLA adherence, KPIs, quality, and continuous improvement targets. Lead business reviews (MBR/QBR) and executive-ready reporting, including financial health, forecast, and value realization for the engagement. Ensure engagement readiness for audits and operational/system reviews by maintaining clear governance, documentation, controls, and performance evidence. Oversee team performance and capacity, partnering with leadership to scale teams, address gaps, and enable program growth. Program & Delivery Operations Establish and run agile intake governance and prioritization (triage, definition of ready, and demand shaping), aligning demand to capacity and ensuring transparent decision-making with client stakeholders. Own resource planning and utilization, maintaining capacity models and staffing plans, clarifying roles, and proactively adjusting to meet delivery commitments. Oversee sprint flow and backlog health through your Project Managers—setting standards for planning, grooming, and ceremonies to keep work moving predictably. Manage risks, dependencies, and throughput using data and leading indicators; partner with Project Managers to mitigate early, protect sprint goals, and prevent SLA impacts. Define and maintain service operations metrics and dashboards (SLA/KPI, throughput, cycle time, quality, capacity), ensuring accurate reporting and evidence for operational/system reviews. Coach and enable Project Managers by setting delivery standards, removing operational blockers, and ensuring consistent application of agile practices across squads. Continuously innovate and improve workflows by testing new ways of working, documenting best practices, and scaling successful process changes across the engagement. Evaluate opportunities and formulate strategies to improve delivery standards, increase productivity, drive growth, and innovate in collaboration with Operations and Practice. Manage and mentor a group of multi-disciplinary team leads and Project Managers, which may include offshore teams and/or nearshore teams. Develop and present client business reviews, new business pitches, and leadership presentations. Hold monthly Studio All Hands Meetings to provide team, business, and client updates. Foster a culture of excellence, growth, and multi-disciplinary collaboration, balancing team, business, and client needs. Stay updated with industry trends to bring innovative idea