Associate Director of Operations

Role And Responsibilities

• Own monthly leadership sync meetings with clients to ensure alignment, gather feedback, and address strategic concerns
• Maintain senior touchpoints where clients can share feedback about their account management without impacting their day-to-day relationship
• Monitor client goal attainment including cost per qualified appointment, show rates, close rates, and overall ROI
• Proactively identify at-risk accounts and develop intervention strategies before churn occurs
• Manage and coach paid media strategists responsible for running client campaigns
• Review daily performance reports and hold media buyers accountable to key metrics
• Run weekly team meetings to review performance, share best practices, and address challenges
• Build structure, create cadence, and set clear expectations. We need leaders, not managers
• Collaborate with the project management function overseeing creative production

Requirements

• 5+ years of experience in paid media, digital marketing, or agency operations
• 2+ years managing client relationships at an agency or in a client-facing role
• Proven track record of improving client retention and satisfaction
• Experience managing or mentoring team members
• Strong understanding of Meta advertising platforms

Skills and Attributes

• Exceptional communication skills
• Data-driven decision maker who can translate metrics into actionable insights
• Detail-oriented with the ability to see both the forest and the trees
• Self-starter who thrives with autonomy and minimal supervision
• Genuine care for client outcomes and team development
• Comfortable with ambiguity and building processes from scratch