Vice President of Operations - Digital Agency

About the role

The Vice President of Operations (VP of Ops) is responsible for leading the delivery organization as a revenue-generating engine and overseeing internal operations. The role also includes coaching and managing sales, business development, marketing, and estimating functions.

Responsibilities

• Delivery Leadership: Own the delivery organization as a revenue-generating engine: accountable for project execution quality, on-time and on-budget performance, resource allocation, and margin. Define delivery standards, own capacity planning against project demand, and ensure the PM function is structured and resourced to lead complex engagements end to end.

• Business Cadence & Strategic Execution: Own and operate the company's planning and execution system (EOS) annual goal-setting, quarterly rock planning, and weekly leadership rhythms. Translate strategic direction into clear execution plans, drive the leadership team to results, and hold leaders accountable to their commitments. Serve as a thought partner to the CEO on strategy and the operational levers that enable sustainable revenue growth.

• Internal Operations: Develop and scale internal processes and systems across the business (tooling, workflow, and admin), ensuring the organization runs efficiently and can support continued growth.

• Talent & Culture: Own recruiting, onboarding, and performance management to consistently hire and retain A players at every level. Lead employee engagement and culture as an ongoing operational function. Own the employee experience from hire to departure, including the HR processes that support it.

• Operations & Business Metrics: Own the company's operational performance metrics including utilization, project margin, revenue mix, pipeline health, and capacity. Build visibility into the right agency levers, interpret trends, and drive data-informed decisions that optimize how the business performs with its current resources.

• Leadership & Management: Coach and develop the next layer of leaders into effective department owners. Close the gap between strategy and execution by ensuring leaders have clear plans, the right support structure, and real accountability for results.

• Revenue Functions: As a secondary priority to delivery, coach and manage sales, business development, marketing and estimating functions to drive profitable new business via RFPs and direct sales, and harmonious and consistent handoff from sales to delivery.

Qualifications

• 10+ years of operations and leadership experience, including time operating as a senior leader reporting to a COO or CEO.

• At least half of those years in a digital agency or studio that builds websites, web apps, or custom software for clients (such as a web or digital design agency, software consultancy, or product studio), with 20 to 150 employees. Experience with WordPress and/or Drupal projects is a plus.

• Demonstrated success building and running internal and people operations that supported profitable growth.

• Proven leadership of a multi-team organization, with accountability for managing managers (not only individual contributors).

• Exposure to revenue functions in an agency context.