SVP Client Operations

About the role

The Senior Vice President of Client Operations is the agency-wide leader of the Project Management discipline at M Booth Health. This role reports to and partners with the Head of Operations to set the vision, standards, and expectations for how project management enables outstanding client work, healthy teams, and a sustainable business.

Responsibilities

• Lead the Project Management function and serve as the senior voice for the discipline across the agency

• Partner with Head of Operations to define the PM vision, operating model, role clarity, competencies, and expectations at every level

• Manage, mentor, and develop PM talent through consistent coaching, feedback, career planning, and growth opportunities

• Build a strong, connected PM community that shares knowledge, raises issues early, and seeks continuous improvement

• Assess team structure and capabilities; identify hiring, training, and development needs in partnership with the Head of Operations and Human Resources

• Model calm, accountable, solutions-oriented leadership, especially in complex or high-pressure situations

• Establish and implement consistent agency-wide project management standards, playbooks, templates, cadences, and governance

• Create practical systems that are clear enough to drive consistency and flexible enough to meet the needs of different clients, teams, and assignments

• Partner with client teams to embed standards into day-to-day work, adapting implementation thoughtfully rather than applying a one-size-fits-all approach

• Define clear ownership and decision-making across Project Management, Account, Creative, Strategy, and other integrated disciplines

• Provide senior oversight and counsel within complex, high-risk, or high-visibility programs and portfolios

• Ensure teams develop realistic scopes, staffing plans, budgets, timelines, workback schedules, and delivery plans with input from the right disciplines

• Create visibility into project health, risks, decisions, dependencies, and corrective actions; escalate early and constructively when needed

• Lead or support account transitions, new client onboarding, and operational stabilization efforts

• Facilitate retrospectives and translate lessons learned into improvements that benefit the broader agency

• Partner with Finance, Operations, and Account leadership to improve forecasting, utilization, capacity planning, and profitability

• Help PMs and client teams proactively manage scope, burn, change requests, out-of-pocket costs, and delivery tradeoffs

• Establish meaningful reporting and health indicators that support better decisions without creating unnecessary administrative burden

• Use operational and financial data to identify patterns, risks, and opportunities across the agency

• Lead or support the evaluation, validation, implementation, and adoption of project management and workflow tools across the agency

• Champion effective use of existing platforms while identifying opportunities to consolidate, simplify, or improve the agency tool ecosystem

• Pilot and scale AI-enabled and automated ways of working responsibly

• Stay current on emerging practices and tools, translating relevant innovation into practical agency advantage

• Act as a neutral, trusted facilitator who can bring varied perspectives together, surface root issues, and move teams toward decisions

• Pressure-test systems, assumptions, and established practices with respect, curiosity, and a focus on better outcomes

• Create clear change plans that address stakeholder alignment, communication, training, adoption, and reinforcement

• Balance urgency with empathy, helping teams navigate change while protecting the culture and humanity that make M Booth Health distinctive

• Contribute to agency planning and leadership discussions as a strategic operator and advocate for sustainable, high-quality work

Qualifications

• 15+ years in Project Management, Operations and/or Client Operations within an agency environment
• Strong - strategic and tactical - operational, financial and resource management expertise
• Experience building scalable processes and driving adoption
• Excellent executive communication and influence skills
• Experience leading organizational change
• Healthcare communications experience is a plus, but not required
• Curiosity and practical experience with AI and emerging technologies