Associate Director of Operations

The Associate Director of Operations will play a key leadership role in scaling operational excellence within a fast-growing performance marketing environment. This position owns the client experience, operational processes, and performance management strategies that drive retention and business growth. Working closely with leadership, clients, and internal teams, the role ensures marketing initiatives deliver measurable outcomes and strong customer value.

Accountabilities

• Oversee client success, team performance, operational improvements, and scalable processes to ensure strong business outcomes and exceptional client experiences.
• Lead strategic monthly leadership meetings, gather feedback, and ensure alignment on goals and priorities.
• Act as a senior client relationship partner, providing a high-level point of contact for strategic discussions and account health management.
• Monitor client performance metrics, including appointment costs, qualified lead generation, conversion rates, ROI, and overall goal achievement.
• Identify at-risk accounts and develop proactive strategies to improve satisfaction, retention, and long-term partnerships.
• Manage and coach paid media strategists, ensuring campaign performance aligns with client objectives.
• Review performance reports regularly and hold team members accountable for key operational and business metrics.
• Lead team meetings, establish performance rhythms, share best practices, and create accountability frameworks.
• Collaborate with project management teams to support efficient creative production and campaign execution.
• Own client retention and satisfaction metrics, directly contributing to business profitability and growth.
• Ensure reporting processes are accurate, timely, and provide actionable insights for clients.
• Track and communicate key performance indicators such as cost per appointment, budget pacing, show rates, and client ROI.
• Improve reporting structures and communication processes to strengthen transparency and client relationships.
• Document and optimize operational workflows to support business scalability.
• Create training resources, onboarding materials, and operational frameworks that enable team growth and autonomy.
• Identify opportunities to increase efficiency while maintaining high-quality client outcomes.

Requirements

• Experience in digital marketing operations, client management, and team leadership, with the ability to operate independently and build scalable systems.
• 5+ years of experience in paid media, digital marketing, agency operations, or a related field.
• 2+ years of experience managing client relationships in an agency or client-facing environment.
• Proven success improving client retention, satisfaction, and business performance.
• Experience managing, mentoring, or developing team members.
• Strong understanding of Meta advertising platforms and performance marketing strategies.
• Experience with lead generation, appointment-setting campaigns, or similar performance-based marketing models.
• Preferred experience working with financial services clients, wealth managers, investment advisors, or related industries.
• Familiarity with video sales letter marketing methodologies is a plus.
• Exceptional communication skills with the ability to manage strategic conversations, provide feedback, and handle challenging discussions with empathy.
• Strong analytical mindset with the ability to translate performance data into actionable business decisions.
• Highly organized, detail-oriented, and capable of balancing strategic thinking with operational execution.
• Self-motivated professional who thrives in autonomous, fast-paced, and evolving environments.
• Able to create structure, processes, and systems from the ground up.

Benefits

• Full-time remote work opportunity.
• Flexible working schedule.
• Paid time off, including vacation, sick leave, and public holidays.
• Training and professional development opportunities.
• Performance-based bonus opportunities.
• Opportunity to take ownership of a high-impact operational leadership role.
• Collaborative environment focused on growth, innovation, and measurable results.