Vice President, Client Operations

Responsibilities

• Collaborate with VP+ level leadership on departmental priorities and talent management.
• Serve as the primary liaison for Client Business Lead to address account-specific needs.
• Ensure client needs are managed/met while maintaining agency driven expectations.
• Operate with agility and accountability, proactively identifying obstacles and leading solution development in fast-paced, evolving environments.
• Oversee and allocate workload for a team of 10+, ensuring timely delivery and accuracy of internal projects and client deliverables.
• Lead career development initiatives through task-specific training and coaching.
• Oversee planning/buying/billing system setups to align with client-specific needs while meeting agency standards.
• Manage critical financial tasks, including buy authorizations, maintaining ordered vs. approved & planned vs. purchased reports and ensuring accurate client billing and budget documentation.
• Address internal and client inquiries related to media billing and budgets.
• Manage internal and external Audits.
• Support client lead in scope development and execution.
• Manage tracking and delivery of contractual obligated operational KPIs.
• Understand MSA expectations and ensure requirements are followed.
• Manage staff lists efficiently and effectively partnering with HR, Finance, and other Operations teams.
• Enforce workflows for billing verification and financial reporting (e.g., diversity reporting, monthly financial updates, forecasting and accruing).
• Partner with Strategy and Investment teams to address account-specific needs and proactively identify opportunities for efficiency improvements.
• Solution oriented with focus on efficiency, raising issues where needed.
• Maintain positive relationships with agency contacts, system contacts, and ReSources Lead team that stewards key processes that involve multiple agency verticals; ensure all teams are trained on the systems accurately to maintain data consistency.
• Periodically check emails to respond to urgent issues after close of business.
• Review work (as necessary) in progress by team as issues arise to help guide to a resolution or raise issues as needed.
• Participate in system enhancement testing or training as needed.
• Establish and maintain governance frameworks to ensure consistency and compliance across all markets.
• Partner with global teams to standardize system setups and workflows, ensuring compliance with organizational standards.
• Collaborate with global leads to define and maintain a structured taxonomy for key values, enabling accurate and efficient global reporting.
• Work closely with collaborators across markets to ensure seamless integration of governance standards into operational processes.
• Develop strong cross-functional relationships to drive client success.
• Serve as a collaborative problem solver and client expert for internal teams and clients.
• Communicate insights effectively, translating data analysis into actionable recommendations for strategists, planners, and buyers.

Qualifications

• Driven by a passion for learning, innovation, and delivering excellence in client service.
• Able to balance numerous, simultaneous work streams.
• Aligned with taking the time to teach others how to do something vs. doing it for them.
• Organized, diligent, good with time management, obsessed with accuracy, a strong critical thinker, and able to juggle multiple tasks.
• Willingness to jump in on all requests to ensure all projects are completed in timely manner.
• Committed to push a project through to completion by coordinating with the right team members to accomplish a task.
• Good at building relationships – a creative problem solver, a customer service expert, a great teammate.
• A strong communicator – able to write clearly, speak professionally, and translate data analysis into insights.
• Excited by the idea of diving deep into data, including new technologies where benchmarks are just beginning to emerge.
• Able and willing to jump into the weeds to ensure projects are completed efficiently and accurately.
• 10+ years of previous agency experience in Operations role, preferred.
• College educated preferred, not required.
• Able to manage multiple priorities and meet tight deadlines without compromising quality.
• Invested in both personal growth and the development of team members.
• Experience in MediaTools, Prisma, and/or MediaOcean required.
• Advanced proficiency in Microsoft 365 (Excel, PowerPoint, Word), including building dynamic models, using complex formulas and pivot tables, and translating data into clear, compelling executive-ready presentations.
• Experience with data automation and visualization tools (e.g., VBA, Power BI) is preferred but not required; a strong skills in learning new systems and demonstrating technology to drive efficiency is highly valued.
• Demonstrates initiative by independently assessing projects, finding opportunities for process improvement, and implementing efficient solutions across teams.
• Strong critical thinking with the ability to align operational and client goals.
• Adaptable and agile in fast-paced, evolving environments.
• Proactively contributes new ideas, challenges the status quo, and helps complete innovative solutions.
• Collaborative, standout colleague who also excels in independently managing projects.
• Experienced in implementing and monitoring compliance frameworks.
• Knowledgeable of industry regulations (e.g., GDPR, SOX).
• Relevant certifications such as PMP or Six Sigma are a plus.
• Strong leadership skills, supported by formal leadership training (e.g., Dare to Lead, Situational Leadership).