Accountabilities:

The Associate Director of Operations will oversee client success, team performance, operational improvements, and scalable processes to ensure strong business outcomes and exceptional client experiences.

• Own the client experience by leading strategic monthly leadership meetings, gathering feedback, and ensuring alignment on goals and priorities.
• Act as a senior client relationship partner, providing a high-level point of contact for strategic discussions and account health management.
• Monitor client performance metrics, including appointment costs, qualified lead generation, conversion rates, ROI, and overall goal achievement.
• Identify at-risk accounts and develop proactive strategies to improve satisfaction, retention, and long-term partnerships.
• Manage and coach paid media strategists, ensuring campaign performance aligns with client objectives.
• Review performance reports regularly and hold team members accountable for key operational and business metrics.
• Lead team meetings, establish performance rhythms, share best practices, and create accountability frameworks.
• Collaborate with project management teams to support efficient creative production and campaign execution.
• Own client retention and satisfaction metrics, directly contributing to business profitability and growth.
• Ensure reporting processes are accurate, timely, and provide actionable insights for clients.
• Track and communicate key performance indicators such as cost per appointment, budget pacing, show rates, and client ROI.
• Improve reporting structures and communication processes to strengthen transparency and client relationships.
• Document and optimize operational workflows to support business scalability.
• Create training resources, onboarding materials, and operational frameworks that enable team growth and autonomy.
• Identify opportunities to increase efficiency while maintaining high-quality client outcomes.

Requirements:

The successful candidate will bring experience in digital marketing operations, client management, and team leadership, with the ability to operate independently and build scalable systems.

• 5+ years of experience in paid media, digital marketing, agency operations, or a related field.
• 2+ years of experience managing client relationships in an agency or client-facing environment.
• Proven success improving client retention, satisfaction, and business performance.
• Experience managing, mentoring, or developing team members.
• Strong understanding of Meta advertising platforms and performance marketing strategies.
• Experience with lead generation, appointment-setting campaigns, or similar performance-based marketing models.
• Preferred experience working with financial services clients, wealth managers, investment advisors, or related industries.
• Familiarity with video sales letter marketing methodologies is a plus.
• Exceptional communication skills with the ability to manage strategic conversations, provide feedback, and handle challenging discussions with empathy.
• Strong analytical mindset with the ability to translate performance data into actionable business decisions.
• Highly organized, detail-oriented, and capable of balancing strategic thinking with operational execution.
• Self-motivated professional who thrives in autonomous, fast-paced, and evolving environments.
• Ability to create structure, processes, and systems from the ground up.

Benefits:

• Fully remote work opportunity.
• Flexible working schedule.
• Paid time off, including vacation, sick leave, and public holidays.
• Training and professional development opportunities.
• Performance-based bonus opportunities.
• Opportunity to take ownership of a high-impact operational leadership role.
• Collaborative environment focused on growth, innovation, and measurable results.