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Operations Director - New York

We are hiring an Operations Director with experience in professional services. Our goal is to improve our operational practice as we grow. We are in the process of improving, optimizing, and scaling our client services. 

This role would focus on improving business operations, team training, workload balancing, employee coaching, and improvements to our client services. 

Additionally, you will focus on improving the agency’s operations, processes, training program, allocation of resources vs budgets, documentation, and employee and client retention and happiness.

This role will have a hybrid set of responsibilities (since we are a small organization), which include functions related to standard operations management, coaching, some HR functions, and agency leadership. 

We are seeking an individual with strong management capabilities that would be excited to help us grow the agency. 

Management systems that we use.

You will need to master the following methods and put them into practice collaboratively with our leadership team. These four systems can work harmoniously together. If you have direct experience applying these systems, please let us know.

  • Ironpaper core methodologies (you will learn these here)
  • Lean management
  • Objectives and Key Results (OKRs)
  • Scaling Up: People, Strategy, Execution, and Cash

Benefits

  • 401(k) Benefit
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Work from Home & Paid Time Off
  • Summer Fridays

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Core responsibilities

  • Oversee agency operations (working in direct collaboration with our leadership team)
  • Improve the gross margin of the agency. Work with Finance Director and CEO to provide top-line business administration
  • Help to set OKRs and lead OKR conversations (facilitate dialogue)
  • Manage the Process Accountability Chart and implement improvements to our process to drive client happiness/value.
  • Track top-level goals of all client accounts. Have frequent conversations about accounts not hitting goals and why. Assess risk of losing account
  • Change team configurations to achieve account goals.
  • Track milestones for key accounts (success metrics, timelines, contract requirements)
  • Conduct interviews and audits to identify weaknesses and opportunities within the agency.
  • Conduct regular client calls to gauge happiness and collect feedback
  • Organize team assignments and flow of projects to improve client value
  • Organize training content, training schedules, and conduct ongoing feedback reviews
  • Conduct interviews/feedback sessions with team members for professional development (Ironpaper's level system). These interviews will be collaborative with other leaders.
  • Oversee the performance of freelance team members and improve the feedback loop from our full-time team to freelancers in order to improve their work.

 

Qualifications include:

  • Excellent communication and client-facing skills
  • Management experience (people, process, and presentation skills)
  • Operations leadership experience
  • Related business experience in a client service company
  • Experience managing teams in a professional services organization
  • Excellent project management capabilities
  • Ability to align individuals goals/aspirations to the needs of the team through coaching and training
  • Detail oriented: contracts, budgets, timelines, resources, and staffing
  • Strong negotiation skills related to client requests
  • Strong understanding of digital marketing
  • Loves overseeing people and process
  • Must be located remote within the US only, and be able to work 9am - 6pm EST
  • Must be comfortable working in a remote environment

Our ideal candidate would be self-driven, passionate about learning, and friendly.

The candidate should have a strong leadership skills, negotiation skills  and client facing skills. Additionally, you must be passionate about overseeing people and process. 

Learning & personal development for this role:

We are seeking an individual that embodies our passion for ongoing learning. We are open to candidates that may need to gain new skills for this role and will take 5-6 HubSpot and Google certifications within the first year to help with skill development. We also expect that this candidate will be open to learning and becoming a champion for Ironpaper's methodologies for marketing, sales, content, and management. Additionally, this position will require someone that will continuously learn and gain new and diverse skills over time.

To read more about what key skills successful digital marketers, marketing managers, and content marketers need, check out our blog article "Key Skills for a B2B Marketing Career."

"I love working in a company that has a smart, supportive, and driven team."

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