Creative Design Manager

About the role

The owns the end-to-end service delivery for creative design offerings, ensuring client projects achieve maximum impact through the multimedia instructional solutions and visual communication content. This role serves as the critical bridge between client expectations and the internal creative design teams, translating strategic goals into actionable plans. The hire will be pragmatic and solutions-oriented, bringing structure to complex challenges while building scalable ways of working for the team. They will advocate for client needs as the key escalation point for AEs and CSMs, driving satisfaction and successful project completion. The manager will oversee execution across the entire project lifecycle, ensuring deliverables align with client goals and are completed on time and within budget. This position is central to guiding clients through the adoption of Synthesia's full suite of services and optimizing content effectiveness. The role requires someone who can lead cross-functional collaboration and use data and feedback to continuously improve service delivery and outcomes.

Key facts

What you'll do

• Service Delivery Management: Oversee the execution of creative design service delivery, ensuring that projects meet client expectations and are delivered on time and within budget.
• Project Coordination: Coordinate project timelines, resources, priorities, and deliverables, ensuring alignment with client goals and internal team capacity.
• Client Relationship Management: Serve as the escalation point for AEs and CSMs, actively listening to client needs to identify practical solutions and ensure high levels of customer satisfaction.
• Performance Monitoring: Track project progress using defined KPIs, analyzing data to identify trends and drive continuous improvement in service delivery and content performance.
• Process Improvement: Develop and refine service delivery methodologies, identifying opportunities to improve systems and create repeatable solutions that enhance efficiency and quality.
• Strategic Planning: Translate client needs and business objectives into detailed, actionable plans that guide the creative design team from concept to completion.
• Cross-Functional Leadership: Lead and mentor cross-functional teams, fostering collaboration between design, product, and implementation specialists to achieve shared goals.
• Quality Assurance: Implement and maintain quality standards for all creative design outputs, ensuring consistency and excellence across client projects.
• Stakeholder Communication: Communicate project status, risks, and key decisions clearly and proactively to both internal teams and external clients.
• Innovation and Best Practices: Stay current with industry trends and best practices, introducing new tools and techniques that improve service delivery and client outcomes.
• Budget and Resource Management: Monitor project budgets and resource allocation, making adjustments as needed to maintain profitability and client satisfaction.
• Continuous Learning: Actively seek feedback and learning opportunities to refine service delivery approaches and enhance the overall client experience.

Requirements

• Hold a Bachelor's degree in Business or a related field; advanced degrees or relevant certifications in project management are a plus.
• Demonstrate proven experience in client services management, with creative design services experience being a significant advantage.
• Bring experience in leading cross-functional teams and managing complex projects from initiation through delivery.
• Show strong strategic thinking abilities, with the capacity to translate nuanced client needs into clear, actionable plans.
• Have excellent project management skills, with a documented track record of leading projects that meet or exceed client expectations.
• Exhibit outstanding interpersonal and communication skills, with the ability to engage effectively with clients and internal stakeholders at all levels.
• Possess a pragmatic, solutions-oriented mindset, with comfort navigating ambiguity and driving structure in complex environments.
• Commit to working within the established processes while identifying opportunities for scalable improvements and repeatable methodologies.

Nice to have

• Previous experience in AI video platforms or digital content creation environments.
• Familiarity with Synthesia's product suite and video communication best practices.
• Background in training or instructional design for enterprise clients.

Practical notes

This is a full-time position based in Austin. The role may involve travel to client sites or internal meetings as required. No visa sponsorship is mentioned in the source material, and candidates must comply with standard employment eligibility requirements.