An established and growing digital services organization is seeking a strategic Vice President of Operations to lead, scale, and align its core service delivery teams — overseeing both client account services and fulfillment functions (paid media, SEO, creative, web, and analytics). This senior leader will serve as a key bridge between day-to-day execution and long-term operational performance.

The VP of Operations will work closely with department leaders and executive leadership to ensure consistent delivery, strong client retention, operational efficiency, and scalable growth.

Why This Role

This position is designed for an operational leader ready to expand enterprise impact beyond a single department. The organization is entering a growth stage where structure, leadership alignment, and operational discipline are critical to its next chapter. The VP of Operations will have significant visibility with executive leadership and meaningful influence over team structure, workflow, and performance expectations.

The role offers clear upward mobility as the company scales, with increasing scope and leadership responsibility over time for the right individual who demonstrates strong operational leadership and organizational impact.

Key Responsibilities

Department Leadership & Performance Management

• Oversee daily operations and performance across client services and fulfillment teams

• Drive cross-functional collaboration between account management and delivery teams

• Lead directors and senior managers, holding them accountable to KPIs, retention benchmarks, and fulfillment quality

• Monitor team bandwidth, account load, and operational alignment; lead capacity planning and headcount forecasting

Operational Strategy & Execution

• Translate company objectives into departmental goals and execution plans

• Identify workflow inefficiencies and implement operational improvements

• Design and implement organizational structure adjustments to support growth

• Maintain service-level consistency and standard operating procedures across teams

Client Retention & Escalation Support

• Partner with leadership to strengthen client retention, revenue growth, and satisfaction

• Provide executive involvement in at-risk accounts and complex client escalations

• Support successful onboarding, transitions, and renewals

People Leadership & Team Development

• Mentor and develop department leaders through coaching and performance feedback

• Support leadership development, career pathing, and accountability

• Partner with HR on hiring strategy, staffing plans, and performance management

Process, Reporting & Executive Communication

• Oversee operational reporting including KPIs, utilization, and performance metrics

• Align service delivery with profitability targets in partnership with finance and executive leadership

• Lead operational check-ins and present updates to leadership

Qualifications

• 10+ years of experience in operations leadership, service delivery leadership, or similar multi-team environment within a marketing or advertising agency

• Proven success leading leaders and managing multiple departments

• Experience with resource planning, capacity management, and performance metrics

• Ability to lead through growth and organizational change

• Strong communication, problem-solving, and decision-making skills

• Analytical mindset and ability to implement data-driven operational improvements

• Experience in agency, consulting, or professional services environments highly relevant