Director of Operations

About the role

The Director, Operations is MACH27's day-to-day operations leader. This role sits at the intersection of people, process, and data: owning the agency's operational infrastructure, managing the project management team, and ensuring that every system, workflow, and reporting mechanism is built to support how MACH27 works and grows.

Responsibilities

• Own and continuously improve MACH27's operational processes and standards — translate strategic objectives into operational systems the team can execute consistently and at scale; identify where processes are breaking down and build better ones
• Manage the project management team — guide PM leads on best practices, hold the team accountable to process standards, and ensure that project execution is consistently excellent across all accounts
• Contribute operational cost and resourcing inputs to the pricing process — partner with the Director of Finance on financial modeling and rate sheet development, to ensure that all pricing proposals reflect the true cost of delivery; serve as the operational voice in pricing conversations and bring deep knowledge of how work gets made to every scope and rate discussion
• Own and maximize MACH27's use of Scoro — maintain the system's design and reporting architecture, ensure the team is using it correctly and consistently, and continuously develop its capabilities to surface the operational and financial insights leadership needs
• Drive outcomes through data — use qualitative and quantitative operational data to inform strategy, identify inefficiencies, and communicate performance insights to leadership on a regular, proactive cadence
• Maintain a dotted-line relationship with the VP, IT for operational alignment — coordinate on systems, infrastructure decisions, and technology implementations that affect agency operations; ensure IT priorities are aligned with operational needs without duplicating the VP, IT's strategic and compliance accountabilities
• Communicate with the account services, A/V, creative, and production departments to support quality control — guide a regularly scheduled project review process; assist in setting and enforcing project management standards across the agency
• Participate actively in the monthly billing cycle — provide approvals and reconciliations for client invoices; ensure billing accuracy, flag discrepancies, and work with the Billing Manager and Director of Finance to resolve issues before they affect client relationships or revenue recognition
• Contribute to monthly, quarterly, and annual reporting — including client analysis and metric dashboards; ensure leadership has clear, timely, and actionable visibility into operational and financial performance
• Establish, communicate, and implement operations-related policies, practices, standards, and security measures — ensure they are clearly documented, consistently applied, and updated as the agency evolves
• Act as a resource for the business development team — provide operational and financial insights that support revenue conversations and client pitches, and ensure new client onboarding is set up with the infrastructure it needs to run smoothly from day one
• Along with the account management team, share accountability for client KPI achievement, successful service delivery, and overall client satisfaction — operations and account service are partners in the client relationship
• Promptly review billing escalations — proactively resolve discrepancies and work to eliminate any processes that interfere with a timely billing workflow
• Forward all client-related legal documents and communications — including MSAs and contract terms — to the CEO; review documents from an operational perspective and flag implications for resourcing, process, or compliance
• Maintain informed awareness of operational and liability insurance policies — implement and maintain practices that keep the agency in compliance with policy terms; coordinate with relevant team members on insurance-related operational requirements
• Develop recommendations for operational improvement and cost savings — bring a commercial mindset to every process decision and present options to leadership with clear rationale
• Leverage AI-assisted operational tools — workflow automation, reporting automation, and data analysis platforms — to improve efficiency; evaluate new tools for operational utility and ensure adoption is aligned with MACH27's content security standards and client contractual requirements

Requirements

• 7+ years of operations leadership experience, with proven experience managing cross-functional teams in a creative agency or entertainment marketing environment
• Deep fluency in agency operations — understands how creative, production, A/V, account services, and project management functions work together and where the friction points typically live
• Expert in Scoro or similar agency management platforms — has owned a system at the administrative and reporting level, not just as an end user
• Fully fluent in AI-assisted operational tools — workflow automation, reporting automation, and data analysis platforms; evaluates new tools for their operational utility and ensures adoption is aligned with MACH27's content security standards and client contractual requirements
• Financially fluent — understands pricing methodology, project economics, and the relationship between operational decisions and agency profitability; contributes meaningfully to pricing conversations and can read a project budget with confidence
• Proven people manager — leads diverse teams across multiple functions, develops talent deliberately, and builds operational organizations that perform consistently at a high level
• Strong process designer — does not just manage existing processes but identifies where they are breaking down and builds better ones; documentation and adoption are critical aspects
• Able to manage and influence people who are not direct reports — operational standards only work if the whole agency follows them, and this role earns that compliance through credibility, not authority alone
• Experienced with relational databases, project management systems, and financial reporting tools — comfortable working with and customizing systems to surface the data leadership needs
• Familiar with legal document review from an operational perspective — can read a client contract or MSA and identify operational, resourcing, or compliance implications
• Informed on operational and liability insurance requirements — understands what MACH27's policies require at the operational level and ensures the agency stays in compliance
• Exceptional communicator — with the CEO, department heads, clients, and the PM and account teams; delivers direction, feedback, and operational guidance with clarity and genuine investment in the people receiving it
• Highly organized, proactive, and calm under pressure — when multiple things are going wrong simultaneously, brings order, perspective, and a path forward

Qualifications

• Growth mindset — continues to evolve operational thinking, stays current on agency management best practices, and actively invests in the development of the team around them
• Comfortable with Google Workspace (Gmail, Drive, Sheets, Slides, Meet)

Skills

• Project Management
• Operational Leadership
• Financial Analysis
• Scoring and Rate Sheet Development
• AI-Assisted Operational Tools
• Legal Document Review
• Insurance Compliance
• Communication and Collaboration
• Organizational Skills
• Problem Solving
• Team Management
• Process Design
• Client Relationship Management

Benefits

Full benefits package (health/dental/vision/HSA)

$50,000 fully company-paid life insurance policy

401(k) with a 4% match (and no vesting period)

25 Days of Paid Time Off (PTO), plus twelve national holidays off and additional early release days

Yearly performance, compensation, and inflation adjustment

Potential year-end bonus

Employee wellness benefits and mental health support

Flexible location and hours policy

Yearly employee development fund

Transparent Diversity, Equity, Inclusion (DEI) and culture initiatives

Regular employee engagement events

Mentorship focused development

Creative office space near downtown Culver City

Pay

The starting base compensation range for this position in the selected city is $130,769 - $185,000 annually.

Schedule

N/A