Own day-to-day operational delivery across client projects, ensuring work moves efficiently from briefing through execution, review, approval, and final delivery.
Establish clear ownership, priorities, timelines, and accountability for all projects and deliverables.
Coordinate multiple client projects and cross-functional resources across account management, creative, content, design, growth, technology, and external partners.
Develop and maintain project trackers, delivery schedules, production calendars, and workflow systems to provide clear visibility of project status and deadlines.
Ensure projects are properly scoped, planned, resourced, and scheduled, with dependencies and potential delivery risks identified early.
Monitor team workload, capacity, and utilisation, and allocate resources according to project priorities and delivery requirements.
Lead regular project planning and operational check-ins, following up on milestones, outstanding actions, approvals, and deadlines.
Ensure effective handovers and communication between teams, particularly around briefs, feedback, approvals, responsibilities, and changes to project scope.
Establish quality-control checkpoints and ensure client deliverables meet agreed briefs, standards, timelines, and expectations before submission.
Identify and resolve recurring delivery, workflow, quality, or resource issues, escalating significant risks where necessary.
Provide day-to-day operational direction to delivery team members and support onboarding, performance management, and accountability.
Develop and improve operational processes, workflows, SOPs, and systems to increase efficiency, consistency, and turnaround time.
Recommend and implement appropriate tools and automation to improve project visibility, collaboration, and operational efficiency.
Provide the CEO/Founder with regular updates on delivery performance, team capacity, operational risks, client issues, and areas requiring attention.
Promote a culture of ownership, accountability, proactive communication, quality, and continuous improvement across the team.
Requirements
Bachelor's degree in Business Administration, Management, Project Management, Operations Management, or a related field.
4 - 6+ years of relevant experience in operations, project management, agency delivery, client services, production management, or a comparable environment.
Experience working in a creative, digital, marketing, advertising, consulting, or other client-service environment is strongly preferred.
Demonstrated experience managing multiple projects, deliverables, deadlines, and stakeholders simultaneously.
Experience coordinating multidisciplinary teams across functions such as account management, creative, content, design, marketing, technology, or external vendors.
Strong understanding of project planning, resource allocation, workflow management, quality control, and delivery processes.
Experience managing project trackers, delivery schedules, task management systems, or similar operational tools.
Experience developing or improving SOPs, workflows, and internal operating processes.
Strong ability to identify delivery risks, solve operational problems, and escalate issues appropriately.
Strong organisational and prioritisation skills, with the ability to manage competing client and internal priorities.
Excellent communication and stakeholder management skills.
Commercial awareness and an understanding of the relationship between operational efficiency, client satisfaction, retention, and business growth.
Ability to work independently, take ownership, make decisions, and drive projects through to completion.
Comfortable working in a fast-paced environment where priorities and client requirements may change.
Proficiency with project management, collaboration, productivity, or reporting tools; experience with platforms such as ClickUp, Asana, Monday.com, Trello, Google Workspace, or equivalent tools is an advantage.
Professional certification in project management or operations management is an advantage.