An independent consultancy working with agency and studio leaders to help identify opportunity and optimize business performance across people, process and infrastructure.

ABOUT

Operational practice is the glue that connects and unifies all business points to enable your vision, mission and strategy to thrive.

I’m Susan Hawkins and I bring a dedicated, holistic approach to leading creative agencies and teams. My unique expertise covers the full arc of what it takes to realize the vision and opportunity for your company— across people, process and infrastructure.

As a senior leader I’ve been a Managing Director, COO, VP of Creative Operations, Production Manager and Producer with too many years of experience to quote. My work has been exclusively in the creative services arena where I’ve always been sustained by doing great work and having a lot of fun along the way.

PHILOSOPHY & APPROACH

Success is built with a balance of three key performance indicators: the work, the profit, and the culture.

When each area of the business are balanced success is inevitable. Each pillar must remain equally valued and emphasized with a continual focus and evolution.

  • As a creative business delivering epic work should always be the driving force

  • Every business needs to make money so meeting or exceeding profit goals is mandatory

  • Having a company culture that is supported and embraced by the employees you work with is the secret sauce

SERVICES

My expertise is in developing and sustaining business performance, innovative processes, and sound infrastructure while creating a culture of motivated people who want to contribute to your agency’s success.

  • Working with key business leaders I mentor team and division leads to help identify and set goals for what success looks like AND how to get there.

    —Business Financial Models

    —Forecasting

    —Budgets

    —Rates and Cost structures

    —Accounting methodologies and practices

    —Organizational Structure and reporting

  • Define and optimize processes for efficient project management and infrastructure while supporting the agency workflow.

    —Systems, infrastructure needs and requirements

    —Software tools, installations and implementations

    —Project based processes from intake to delivery

    —Project Scopes, Budgets, Workflow and Work-plans

  • Mentoring, coaching and inspiring individuals to be their best selves

    —C-Level and senior staff mentoring, coaching and support

    —Company Vision, Mission and Values

    —Company meetings

    —Company initiatives

  • People operations is a key ingredient in any business large or small. Hiring the right people and giving them the space to do their best work together helps a culture thrive.

    —Workplace culture

    —HR Compliance, Policy and Best Practises

    —Recruit - Attract - Engage - Retain

    —Hiring processes and methodology

    —Job Descriptions/Role Definitions

    —Pay scales & compensation programs

    —Performance Reviews & Action Plans

    —Team Building & Conflict Resolution

    —Cultural Events

    —DEI Fundamentals - Culture of acceptance, understanding, awareness and belonging

How we can work together

My approach starts with learning about your business, about your team and about you. What do you value? How do you measure success? What are your challenges? What changes do you want to see in your business? How does your team work and what do they believe matters? We work together to set goals, establish action items, make recommendations and implement change.

My model is flexible and is not a one size fits all approach. As a consultant I remain objective while immersing myself in your business and practice.

TEAM OF EXPERTS

CreativeOps will work with partners to help work through your agency challenges. I can introduce subject matter experts across all aspects of your business and will work in collaboration with other people and your designated team as needed.

This includes:

  • Finance Specialist

  • Creative Experts

  • Technologist

  • HR pros

  • DEI consultants