Operations Analyst

Overview

Icon is hiring an Operations Analyst to own client feedback triage and ensure feedback consistently turns into on-time, high-quality deliverables. You’ll work across multiple delivery pipelines and coordinate with internal teams to interpret feedback, assign the right next steps, and keep everything moving until the client is satisfied.

We’re growing extremely quickly. If you’re the kind of person who moves fast, stays organized under pressure, and loves building better systems, you’ll have real room to grow here.

What you’ll do

1) Client Feedback Triage & Resolution

• Own the lifecycle of client feedback: receive → clarify → translate into tasks → assign owners → track to completion → confirm delivery
• Turn messy or vague feedback into clear, actionable next steps
• Coordinate the right workstream to resolve issues (revisions, rework, updates, follow-ups)
• Maintain a clean tracker with owners, next actions, ETAs, and risks
• Ensure nothing gets dropped — even when managing many feedback threads at once

2) Coordination & Delivery Management

• Coordinate across internal teams to keep work moving from intake to delivery
• Run status checks, surface blockers early, and drive resolution
• Keep stakeholders aligned with crisp updates and clear ownership
• Protect deadlines by prioritizing the right work at the right time

3) Root-Cause & Continuous Improvement

• Identify patterns behind recurring feedback or delivery issues
• Document processes, handoffs, and best practices to reduce repeat mistakes
• Propose and implement workflow improvements (SOPs, checklists, QA steps)
• Partner with operations and (when relevant) engineering/product to improve tools and systems

What you’ll bring

• 2+ years in operations, project management, coordination, or similar roles
• Strong organization: you can manage multiple threads without losing details
• Excellent written communication (clear tasks, clean updates, fast follow-through)
• Ability to stay calm under pressure and drive outcomes
• A systems mindset: you improve the process, not just push tasks

Bonus points

• Experience supporting delivery teams in a fast-paced environment
• Familiarity with creative, production, or agency-style workflows
• Founded or co-founded your own business

Key skills/competency

• Operations Management
• Project Coordination
• Client Feedback Resolution
• Process Improvement
• Delivery Management
• Stakeholder Alignment
• Workflow Optimization
• Root Cause Analysis
• Written Communication
• Organizational Skills