Director, Creative Service Operations

Shutterfly - Chicago, IL

Full-time - Director

Chicago, IL

Personal and Laundry Services

About the position

The Director of Creative Service Operations at Shutterfly is responsible for leading the Production, Operations, and Creative Production Studio teams. This role focuses on driving organizational effectiveness and ensuring the timely delivery of creative products. The ideal candidate will have a strong background in managing creative operations, program management, and cross-departmental collaboration, while fostering a positive team culture and continuous process improvement.

Responsibilities

• Work alongside the VP, Creative to plan for the department's annual workload and cultural transformation.
• Ensure Creative Producers and Operations Specialists have the necessary information for workload forecasts.
• Proactively manage scope creep and align expectations through effective communication.
• Provide accurate reporting on project status, resource capacity, and costs.
• Identify and escalate project delivery issues and risks in a timely manner.
• Introduce new tools and methodologies to enhance workflow and communication.
• Define workflows for emerging internal capabilities such as in-house video and marketing personalization.
• Evaluate and envision scalable workflow improvements.
• Source and manage external creative vendor relationships, including budget management.
• Support hiring managers in onboarding new hires and developing training materials.
• Organize team-building events and recognition initiatives to foster connections across the department.
• Develop clear roles, responsibilities, and career path options for team members.
• Gather feedback on team health and drive actionable improvements.

Requirements

• 10+ years of experience in creative operations.
• 4+ years of experience managing people in project management or coordination roles.
• Extensive program management experience with progressively complex projects.
• Proven track record of delivering multiple projects simultaneously with effective processes.

Nice-to-haves

• PMP credentials strongly preferred.
• Ecommerce experience preferred.
• Familiarity with Design Ops or facilitation experience preferred.
• Experience with digital asset management and workflow software.

Benefits

• Health insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities