Operations Manager

About the Role

We are building a performance-driven marketing agency and we need a seasoned Operations Manager to keep the engine running. This is not a theoretical role — you will own the systems, processes, and people operations that determine whether we deliver on time, on budget, and above expectations for every client.

You will be the connective tissue between strategy and execution, ensuring our team of creatives, strategists, account managers, and specialists operates as a cohesive, high-output unit. If you have been inside a marketing agency before — not as a consultant, but as an operator — you already understand what we mean.

Key Responsibilities

Agency Operations & Process

• Design, document, and enforce end-to-end agency workflows — from client onboarding to campaign delivery and reporting
• Own the agency’s project management infrastructure (tools, templates, SOPs, and escalation protocols)
• Identify bottlenecks across delivery pipelines and implement solutions before they become client issues
• Maintain and improve resource utilization across all active accounts and projects

Team & Talent Management

• Oversee day-to-day team operations including scheduling, capacity planning, and workload balancing
• Partner with department leads to ensure accountability against deliverables and deadlines
• Support recruitment, onboarding, and performance management processes
• Build and maintain a culture of ownership, communication, and continuous improvement

Client & Financial Operations

• Manage billing operations including invoicing, retainer tracking, and accounts receivable coordination
• Monitor project profitability and flag scope creep risks to account leads
• Ensure client contracts, NDAs, and SLAs are properly documented and fulfilled
• Maintain operational dashboards for leadership visibility into agency health metrics

Vendor & Tool Management

• Own relationships with third-party vendors, freelancers, and platform providers
• Evaluate, procure, and manage agency tools and software subscriptions (project management, analytics, communication, etc.)
• Negotiate contracts and ensure vendor deliverables are met on time

Qualifications

• 3–6+ years of operations experience, with at least 2 years inside a marketing, creative, or digital agency environment — this is non-negotiable
• Demonstrated ability to build and scale internal processes from scratch or from a broken baseline
• Hands-on experience with project management platforms (e.g., Asana, Monday.com, ClickUp, or equivalent)
• Strong financial literacy — comfortable with P&L basics, budget tracking, and margin analysis
• Exceptional organizational skills and a bias toward documentation and clarity
• Proven track record of managing cross-functional teams under tight deadlines

Strongly Preferred

• Experience managing client-facing agency operations, not just internal ops
• Familiarity with marketing channels: email, paid media, social, SEO, and content production workflows
• Experience with Klaviyo, Shopify, HubSpot, or similar martech platforms from an operational standpoint
• Prior involvement in agency pricing, scoping, or new business onboarding processes

You Are

• A systems thinker who can spot the structural cause behind surface-level chaos
• Decisive under pressure — you make the call, own it, and learn from it
• Comfortable leading without authority: influencing people who don’t report to you
• A communicator who writes clearly, speaks directly, and follows up without being asked

What Success Looks Like

Timeline

Goal

30 Days - Full audit of current workflows completed. Quick wins identified and first process improvements shipped.

60 Days - Core SOP library built. Project management system restructured. Team onboarding into new workflows complete.

90 Days - Agency hitting 90%+ on-time delivery rate. Leadership dashboard live. Ops team operating with minimal escalations to CEO.

6 Months - Scalable ops infrastructure in place. Agency capacity to take on 30% more client volume without proportional headcount growth.

Experience:

• Operations: 6 years (Preferred)
• Marketing: 2 years (Preferred)

Work Location: In person