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About the Role
The Platform Operations Director ensures that solutions developed for the Solutions team are operationally ready, tested, documented, released effectively, and supported post-launch. This role bridges delivery, business readiness, and BAU operations, managing the transition of work from project delivery into stable operational use. It is crucial for the Solutions Integration function's shift towards a structured product and agile delivery model, owning QA, release management, documentation, communication, support, training, adoption, and post-release improvements.
Responsibilities
- Own and coordinate BAU operational processes for assigned platforms, tools, reports, workflows, and solutions.
- Monitor recurring issues, support trends, operational risks, and user pain points.
- Triage and prioritize BAU requests, incidents, defects, and enhancement requests.
- Ensure BAU work is captured through the agreed intake and backlog process.
- Distinguish between BAU support, defects, enhancements, and new product requirements.
- Maintain visibility of BAU demand and identify opportunities for product improvements or engineering fixes.
- Support continuous improvement of support processes, documentation, and operational workflows.
- Coordinate QA activity across delivery workstreams, ensuring testing requirements are understood before development.
- Ensure acceptance criteria, test scenarios, and success measures are clearly defined.
- Support test planning across functional testing, regression testing, data validation, reporting checks, and user acceptance testing.
- Ensure defects are logged, prioritized, tracked, and resolved through the agreed delivery process.
- Validate that solutions meet functional, operational, and reporting requirements.
- Support the creation of reusable QA checklists, test scripts, and validation templates.
- Ensure solutions are not released without appropriate testing evidence and business sign-off.
- Ensure business users and operational teams are ready to adopt new or changed solutions.
- Coordinate training, guidance, demos, FAQs, release notes, and user communications.
- Identify impacted teams, users, processes, and workflows.
- Confirm that business teams understand what is changing, why, when, and what action is required.
- Support stakeholder communications before, during, and after release.
- Gather early feedback from users and ensure issues are captured and prioritized.
- Help ensure delivered solutions are embedded into day-to-day operations.
- Own or coordinate release readiness checklists for assigned solutions.
- Ensure each release has appropriate testing evidence, documentation, support ownership, training material, and stakeholder communication.
- Coordinate operational handover from delivery teams into BAU support.
- Confirm that runbooks, troubleshooting guides, known issues, and escalation routes are in place.
- Ensure monitoring, alerting, or manual checks are defined where required.
- Support go-live planning, release scheduling, and post-release hypercare.
- Track post-release issues and ensure learnings are fed back into future delivery cycles.
- Maintain clear operational documentation for platforms, reports, tools, processes, and workflows.
- Support the creation of user guides, SOPs, runbooks, release notes, FAQs, and support documentation.
- Ensure documentation is stored in the agreed location and kept up to date.
- Document key dependencies, business rules, known limitations, and support processes.
- Help reduce reliance on individual knowledge by making processes and system behavior transparent.
- Support onboarding of new team members by maintaining accessible knowledge resources.
- Support the consistent use of agreed tools, workflows, ticketing processes, and delivery governance.
- Help ensure work is captured, categorized, and progressed through the correct routes.
- Maintain standards for BAU tickets, defects, release requests, support issues, and operational change.
- Identify process gaps, duplicated effort, or inconsistent ways of working.
- Recommend improvements to BAU processes, support models, QA standards, and release governance.
- Support reporting on operational performance, support demand, defect trends, and release readiness.
- Help ensure changes are controlled, documented, and aligned to agreed team practices.
- Work closely with Product Owners, Engineering, Data, Reporting, QA, Scrum Master, and business users.
- Coordinate with Activation, Operations, Channel Development, Commercial, and other impacted teams.
- Ensure operational dependencies are understood and managed before release.
- Help stakeholders understand support routes, known issues, timelines, and release impacts.
- Escalate operational risks, unresolved defects, readiness gaps, or business adoption concerns.
- Support regular BAU and platform operations updates for leadership.
Requirements
- Experience in platform operations, service transition, QA coordination, business readiness, delivery operations, or technical operations.
- Strong understanding of BAU support processes, release management, and operational handover.
- Experience coordinating UAT, defect tracking, test planning, or business validation activity.
- Ability to create clear documentation, user guides, process notes, release communications, and operational runbooks.
- Strong stakeholder management skills, with the ability to work across technical and non-technical teams.
- Good understanding of agile or product-led delivery environments.
- Ability to identify operational risks, readiness gaps, support issues, and process improvements.
- Strong organizational skills and attention to detail.
- Confident using Jira, Confluence, ServiceNow, Azure DevOps, or similar delivery/support tooling.
- Ability to communicate clearly with users, delivery teams, and senior stakeholders.
- Experience working in media, advertising, ad tech, martech, reporting, data, or platform environments.
- Experience supporting reporting platforms, dashboards, data products, or operational workflow tools.
- Understanding of data validation, reporting QA, or campaign performance data.
- Familiarity with cloud-based platforms such as GCP, AWS, BigQuery, or Snowflake.
- Experience working with engineering, data engineering, or analytics teams.
- Experience supporting transformation from reactive support models into structured product or agile delivery models.
- Familiarity with WPP, WPP Media, Choreograph, or similar enterprise platform environments.
Skills
- Platform operations
- Service transition
- QA coordination
- Business readiness
- Delivery operations
- Technical operations
- BAU support processes
- Release management
- Operational handover
- UAT coordination
- Defect tracking
- Test planning
- Business validation
- Documentation creation
- Stakeholder management
- Agile delivery
- Product-led delivery
- Risk identification
- Process improvement
- Organizational skills
- Attention to detail
- Jira
- Confluence
- ServiceNow
- Azure DevOps
- Media industry knowledge
- Advertising industry knowledge
- Ad tech knowledge
- Martech knowledge
- Reporting platforms
- Dashboards
- Data products
- Operational workflow tools
- Data validation
- Reporting QA
- Campaign performance data
- Cloud platforms (GCP, AWS, BigQuery, Snowflake)
- Engineering team collaboration
- Data engineering team collaboration
- Analytics team collaboration
- Transformation support
- WPP platform familiarity
- WPP Media platform familiarity
- Choreograph platform familiarity
Experience Level
- Director
- Senior / Specialist-Level
About the Company
- WPP is the trusted growth partner for the world’s leading brands, helping clients navigate change, capture opportunity, and deliver transformational growth through talent, data, and partnerships via the WPP Open platform.
- WPP Media is WPP's AI-driven media operating unit, integrating media, data, and partnerships for personalized at-scale creative delivery. It uses WPP Open and Open Intelligence to provide clients with clear insights into media investment performance.