Associate Director of Operations

Role and Responsibilities

• Client Leadership
• Own monthly leadership sync meetings with clients to ensure alignment, gather feedback, and address strategic concerns
• Serve as a senior touchpoint 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
• Team Management
• 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
• Performance and Reporting
• Own client retention and satisfaction metrics. Your performance directly impacts our P&L
• Ensure bi-weekly client reports are delivered 24 hours before scheduled calls
• Track and report on key metrics including cost per appointment, cost per qualified appointment, show rates, close rates, and budget pacing
• Continuously improve reporting formats and client communication cadences
• Process Development
• Document and systematize operations processes to enable scale
• Create training materials and onboarding documentation for new team members
• Create decision-making frameworks that enable team autonomy while maintaining quality standards
• Identify opportunities to improve efficiency without sacrificing client outcomes

Key Performance Indicators

• Client Goal Attainment: Clients hitting their cost per appointment and show rate targets
• Gross Profit Margin: Maintain healthy margins across your accounts
• Monthly Recurring Revenue Retention: Minimize churn through proactive client management
• Client Satisfaction: Build and own the measurement system for this

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

Preferred Experience

• Experience in the financial services vertical, particularly working with RIAs, wealth managers, or financial advisors
• Understanding of lead generation and appointment-setting campaigns
• Familiarity with video sales letter marketing methodology

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

Benefits

• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development
• Work From Home
• Flexible Schedule
• Performance Bonus