Directing operations for client-delivery teams is the core of this role within a growing digital marketing agency. This position suits an experienced operations professional who can translate operational ambiguity into consistent cross-team systems and processes, and expand ownership across broader agency operations. The Director of Operations will serve as the primary operational partner to client-delivery teams, especially account management, and will partner closely with delivery leaders to identify operational gaps, design practical solutions, document expectations, and move initiatives through implementation and adoption.
Responsibilities
Serve as the primary operational partner for client-delivery teams, helping turn broad expectations into clear, repeatable ways of working
Lead more granular operational initiatives that directly affect the client experience and the quality of delivery across teams, including improving how monthly and quarterly reporting is planned and executed, standardizing internal strategy meetings, clarifying how client calls and decisions are documented, strengthening cross-team collaboration, or creating more consistent expectations around account management and delivery
Work with functional leaders to understand what is needed, identify where responsibilities or workflows are unclear, and build solutions that are practical enough to be adopted
Provide the structure, project leadership, documentation, and accountability required to operationalize decisions successfully
Manage the Operations Manager, oversee the execution of recurring operational processes, and gradually expand ownership across broader agency operations
Serve as the primary operational partner to Client Strategy and client-delivery leadership, identifying and addressing gaps that affect client-facing work, deliverables, communication, and cross-team coordination
Define clear purpose, ownership, timing, inputs, standards, and expected outcomes for key client-delivery workflows, ensuring processes remain practical, scalable, and aligned across teams
Help delivery leaders move operational initiatives from discussion through documentation, implementation, adoption, and ongoing maintenance, addressing team-level practices that create unnecessary inconsistency or conflict with agency standards
Translate delivery-team needs and leadership decisions into clear workflows, responsibilities, timelines, SOPs, and measures of success
Lead cross-functional initiatives and working sessions that align client strategy, project management, service teams, sales, finance, and operations around clear decisions, owners, and next steps
Identify and resolve root causes, handoff gaps, duplicated effort, and unclear ownership while balancing team-specific needs with agency-wide consistency and scalability
Lead rollout, communication, training, adoption, and ongoing refinement of new or revised processes
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Own the quality and effective facilitation of the sales-to-services handoff, client onboarding, offboarding, service changes, and other significant client transitions
Establish reporting and accountability structures that surface transition risks, delays, and recurring breakdowns
Ensure lessons from onboarding issues, client escalations, and post-mortems result in concrete operational improvements
Establish and govern clear standards, ownership, controls, documentation, reporting, and escalation paths for client-delivery processes
Reinforce accountability and continuous improvement by monitoring adoption, addressing noncompliance, and leading retrospectives that resolve recurring operational issues
Build an Operations function known for responsiveness, credibility, judgment, and follow-through
Manage and develop the Operations Manager by setting clear priorities, expectations, deadlines, and quality standards
Delegate day-to-day execution while remaining accountable for the accuracy, timeliness, and effectiveness of the team’s work across onboarding, systems administration, data quality, SOPs, operational support, and recurring audits
Maintain a clear distinction between high-value operational ownership and lower-value administrative support
Oversee the governance, accuracy, and effective use of ClickUp, Salesforce, SCOPE, and other core platforms, ensuring appropriate controls are in place to support reliable data and process compliance
Ensure systems support client-delivery workflows, reliable handoffs, consistent documentation, and useful reporting
Identify opportunities to simplify workflows, improve integrations, and reduce unnecessary manual work
Lead the thoughtful adoption of AI and automation across client-delivery and operational workflows, designing well-governed solutions that improve quality, efficiency, consistency, and team capacity
Evaluate client-delivery processes through the combined lens of client experience, efficiency, scalability, risk, and margin
Support reporting and improvement efforts related to client profitability, scope adherence, utilization, churn, account growth, and delivery quality
Identify operational breakdowns that create rework, missed revenue, excess labor, delays, or inconsistent client experiences
Partner with finance, client strategy, project management, and service leadership to improve operational and financial outcomes
Establish measurable success criteria for significant operational initiatives
Ensure process improvements result in practical business value rather than documentation alone
Requirements
Approximately eight or more years of experience in operations, client services, project management, business operations, or a related field
Meaningful experience in a marketing agency, professional-services organization, or similarly complex client-delivery environment
Strong understanding of how account management, project management, service teams, sales, and finance work together
Experience taking loosely defined initiatives and moving them through implementation and adoption
Ability to translate broad goals and competing needs into clear, practical plans, workflows, responsibilities, and measures of success, using strong facilitation and project leadership to address root causes and move work forward
Experience developing SOPs, playbooks, standards, and rollout plans
Strong follow-through and a willingness to remain involved until a process is functioning consistently
At least three years of experience managing and developing people
Ability to set priorities, delegate and inspect work, provide direct feedback, and hold stakeholders accountable while maintaining productive relationships
Strong judgment when ownership is unclear, needs compete, or leaders disagree
Ability to partner with functional leaders without taking over their strategic or people-management responsibilities
Strong working knowledge of CRM, project-management, workflow, and reporting platforms
Practical experience designing AI-enabled workflows or business automations
Ability to use operational data to identify risks and guide action, evaluating potential solutions for business value, complexity, scalability, adoption, and risk
Comfort learning new tools and helping others use them effectively
Ability to communicate complex discussions through clear written documentation, decisions, expectations, and actions, while leading effective process rollouts, training, adoption, and change management
Ability to communicate effectively with executives, functional leaders, managers, and individual contributors
A calm, direct, practical communication style
Benefits
Flexible work environment
Medical, dental, and vision insurance
Unlimited paid time off
401(k) with company match
Company-paid life and disability insurance
Paid parental leave
A collaborative culture with autonomy and ownership
Employee wellness programs and additional perks
Important Details
Visa sponsorship: Not available for this position
About the Company
Agital is a modern marketing collective that supports three specialized agencies: Go Fish Digital, REQ, and WDG, with shared infrastructure, advanced technology, and deeply experienced people. Go Fish Digital specializes in SEO, Generative Engine Optimization (GEO), its Barracuda AI platform, social commerce, and conversion-focused creative. WDG designs and builds complex enterprise web experiences for associations, nonprofits, foundations, universities, and other mission-driven organizations. REQ is a digital marketing and communications agency specializing in brand, reputation, and advocacy for global organizations across technology, healthcare, finance, hospitality, and real estate. Together, they operate as one collaborative ecosystem, combining deep expertise, AI-powered capabilities, and a culture of curiosity to help ambitious brands grow while creating meaningful opportunities for their people.
