Creative Operations & Resource Planning Manager

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Creative Operations & Resource Planning Manager

Overview

We're looking for an experienced Creative Operations & Resource Planning Manager to lead resource planning, workflow management and operational excellence across our in-house creative team.

This role will oversee capacity planning, project prioritisation, traffic management and creative workflows, ensuring work is aligned to the most important brand and business priorities and delivered efficiently. You'll bring a strong understanding of creative project scoping, resource planning and SLA management, balancing demand across multiple stakeholders while keeping work moving smoothly through the team. You'll also play a key role in measuring the impact of AI-enabled tools on quality, speed and efficiency, identifying opportunities to optimise workflows, maximise team utilisation and create more space for designers to focus on exceptional creative craft. Success in this role will be reflected in strong delivery performance, operational excellence and a future-ready creative function that continues to evolve and scale.

Role

• Manage resource allocation and capacity planning across design, content, video and digital projects.
• Own work intake, prioritisation and project assignment processes.
• Monitor workloads, identify resource gaps and proactively resolve delivery risks.
• Partner with stakeholders to align business demand with team capacity.
• Track and report on key operational metrics, including utilisation, throughput, delivery performance and SLAs.
• Measure and quantify AI-driven efficiencies within creative workflows.
• Identify process improvements that increase productivity, scalability and quality.
• Partner with our project management colleagues to maintain visibility of project status, priorities and team workloads.

All about you

• Experience in resource management and creative operations within an agency or in-house creative environment.

• Proven experience managing creative team capacity and workflow planning.

• Strong stakeholder management and communication skills.

• Experience with project and workflow management platforms (e.g. Workfront, Asana, Monday.com, Jira).

• Ability to analyse operational data and develop meaningful performance reporting.

• Understanding of AI-enabled creative tools and experience measuring productivity or efficiency gains.

• Highly organised, collaborative and solutions oriented.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

- Abide by Mastercard’s security policies and practices;

- Ensure the confidentiality and integrity of the information being accessed;

- Report any suspected information security violation or breach, and

- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.