Director of Operations

Location: Lakeland, FL

Experience: 10+ years required

As the Director of Operations, you will report directly to the CEO and will be responsible for oversight and management of overall day-to-day agency operations. In this role, you will continually recommend ways to streamline operations, process to maximize profitability and increase client satisfaction.

Processes and Systems

• Marshaling the agency’s resources to the most productive uses with the aim of creating maximum value for the company
• Collaborating with the CEO and management team to ensure projects are completed on time, on budget 
• Leading the development, improvement and implementation of all agency systems and processes
• Manage accountability for process compliance
• Monitoring, evaluating and recommending agency tech stack programs and applications used to ensure efficiency and productivity
• Ensure training and compliance 
• Deploy training and process mapping on a regular basis to ensure materials are up to date 
• Business planning as it relates to prioritizing client, employee and organizational needs.
• Work with leadership team to understand what processes are a priority and what issues need to be addressed
• Work with leadership team in tracking customer satisfaction

Project Management Leadership

• Oversee Project Managers 
• Assess agency resources and make recommendations (hiring, freelance & tech stack)
• Report on-- profitability by client, on time/on budget, pricing accuracy 
• Oversee Functionpoint (being able to navigate it, teach it, build reports, etc.)
• Review and give input on all contracts- Client Contract, Vendor Contracts and Freelance Contract 
• Client Onboarding support (system, tools, materials)

Operations Support for Owner

• Helping to write and look over estimates/contracts/sow for new business and existing clients
• Help CEO Set/prep/conduct staff meetings to keep the team apprised of agency updates, new business, client work and operational news.
• Help CEO set/prep/conduct quarterly all-agency meetings focused on enterprise goals and relevant material to support individual and agency growth
• Send regular correspondence to the staff on agency updates including staff meetings, personnel or process changes
• Integrator for agency initiatives – executing on CEOs vision
• Provide thought leadership to agency on a regular basis

Human Resources

• Daily go-to for any HR concerns/feedback/coaching
• Responsible for Employee Handbook, compliance & keeping it up to date
• Responsible for reviewing & making recommendations on annual Employee benefits with VP Finance & CEO
• Heavily involved in salary & promotion management & understanding of salary market value
• Work with leadership teams to maintain current job descriptions 
• Work with leadership team to maintain current department matrix
• Work with leadership team in tracking employee satisfaction and retention
• Keep updated Company Org Chart
• Manage the process for the team, 1:1’s, quarterly & annual reviews
• Work with department heads on employee onboarding process (from job post, whether we use a recruiter, interviewing, hiring, onboarding, ongoing training)
• Employee offboarding- work with department heads to ensure this is done properly
• Management of employee development program 
• Management & reporting of employee time & utilization numbers
• Management of employee PTO 

Qualifications

• Bachelor’s degree in business or marketing required, master’s degree a plus
• Proven ability to perform in a fast-paced marketing environment
• 10+ years of management / leadership experience
• Proven success in ensuring our commitment to delivering every project on time, on budget and maintaining gross margin and profitability goals
• 10+ years of account/project management in a dynamic agency atmosphere
• Vast knowledge/understanding of digital marketing (paid and organic)
• Vast knowledge on agency creative & process
• Knowledge/experience in human resources and/or management 
• The ability to drive strategy and produce measurable results for the company and client is essential
  

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