Head of Operations & Client Delivery

Company: Effeect
Industry: Digital Marketing & Advertising
Position: Head of Operations & Client Delivery
Employment Type: Full-Time
Location: Remote
Reports To: Founder & CEO
Department: Operations & Client Services
Seniority: Head of Department / Senior Leadership

About Effeect
Effeect is a full-service digital marketing agency helping businesses grow through performance-driven marketing strategies.
We work with companies across multiple industries, delivering services including Google Ads, Microsoft Ads, Paid Social, SEO, Social Media Marketing, Conversion Rate Optimization, Email Marketing, Content Marketing, and Website Development.
Our approach combines strategy, creativity, data, and execution to deliver measurable business results.
As we continue to grow, we are looking for an experienced Head of Operations & Client Delivery to take ownership of our daily agency operations, team coordination, project execution, and client delivery.
This is a senior leadership position for someone who knows how to run a digital marketing agency, manage teams, solve problems, and make sure work gets done correctly and on time.

The Role
The Head of Operations & Client Delivery will be responsible for ensuring that Effeect operates efficiently and consistently delivers high-quality services to its clients.
You will oversee the day-to-day operations of the agency, manage the execution of client projects, coordinate team members, monitor deadlines, and maintain high standards across every department.
You will serve as the main operational link between the CEO, internal teams, contractors, and clients.
Your primary responsibility is to make sure the agency runs smoothly without requiring the CEO's constant involvement in daily operations.
This is not an administrative assistant or traditional project coordinator position. We are looking for an experienced operational leader who can take ownership, make decisions, hold people accountable, and improve how the agency operates.

Key Responsibilities
1. Agency Operations Management
Take ownership of daily agency operations and ensure all departments operate efficiently.
Oversee internal workflows, project management systems, team coordination, and operational processes.
Develop, document, implement, and maintain standard operating procedures (SOPs).
Identify operational bottlenecks and implement practical solutions.
Ensure company processes are followed consistently across departments.
Establish clear responsibilities, deadlines, priorities, and accountability for team members.
Monitor operational efficiency and continuously improve productivity.
Ensure that the agency can scale without sacrificing service quality.
Keep the CEO informed about important operational developments, risks, and decisions.
2. Client Delivery & Project Management
Take full ownership of client project delivery from onboarding to ongoing execution and offboarding.
Translate approved client agreements and service scopes into clear project plans, deliverables, tasks, and deadlines.
Ensure all client projects are properly organized in the agency's project management system.
Assign tasks to the appropriate specialists and monitor completion.
Track milestones, deliverables, dependencies, and project progress.
Identify delays, missing information, and delivery risks before they become major issues.
Ensure work is completed according to agreed scopes, timelines, and quality standards.
Review project status regularly and coordinate corrective actions where necessary.
Prevent scope creep by ensuring additional requests are identified, documented, and approved before execution.
Oversee client onboarding, ongoing service delivery, renewals, and offboarding procedures.
3. Team Leadership & Accountability
Manage daily coordination and operational performance across internal employees and contractors.
Work directly with specialists responsible for PPC, SEO, Paid Social, Content, Social Media, Design, Development, and other agency services.
Establish clear weekly priorities and individual deliverables.
Conduct regular team meetings, project reviews, and performance check-ins.
Ensure team members understand their responsibilities and deadlines.
Identify underperformance, recurring mistakes, and workflow problems.
Provide feedback, coaching, and performance improvement plans when necessary.
Support recruitment, onboarding, and training of new team members.
Recommend staffing changes and additional resources based on workload and business needs.
Build a culture of ownership, accountability, reliability, and continuous improvement.
4. Client Communication & Satisfaction
Oversee the quality, consistency, and professionalism of client communication.
Ensure clients receive timely updates about project progress, completed deliverables, results, and next steps.
Serve as the senior escalation point for delivery-related client concerns.
Resolve operational issues and client complaints professionally and efficiently.
Coordinate between clients and internal specialists to prevent misunderstandings.
Ensure client requests are properly documented, prioritized, and assigned.
Participate in important client meetings when needed.
Monitor client satisfaction and identify potential retention risks.
Coordinate with the CEO on strategic accounts, significant commercial issues, and client relationship risks.
5. Quality Assurance & Delivery Standards
Establish and enforce quality assurance procedures across agency services.
Ensure deliverables meet internal standards and client requirements before submission.
Review the completeness, accuracy, and professionalism of client-facing work.
Coordinate technical or strategic reviews with qualified subject-matter specialists.
Identify recurring quality issues and implement preventive measures.
Ensure reporting, deliverables, and project documentation are consistent and accurate.
Maintain quality standards as the number of clients and team members increases.
Take corrective action when work fails to meet expectations.
The Head of Operations is accountable for the quality assurance process. Technical specialists remain responsible for validating their professional work.
6. Resource Planning & Workload Management
Monitor team capacity, utilization, workloads, and delivery commitments.
Allocate resources according to project priorities, deadlines, and required expertise.
Identify overloaded or underutilized team members.
Forecast staffing requirements based on active projects and expected new business.
Coordinate freelancers and external contractors where necessary.
Prevent missed deadlines caused by poor planning or unclear ownership.
Work with the CEO to ensure client commitments are realistic and commercially sustainable.
7. Process Improvement, Automation & AI
Evaluate and improve the agency's operational systems and workflows.
Maintain and optimize the use of project management, communication, reporting, and documentation tools.
Identify repetitive activities suitable for automation.
Implement AI-assisted workflows where they improve efficiency without compromising accuracy, confidentiality, or client quality.
Reduce unnecessary meetings, manual follow-ups, duplicated tasks, and administrative work.
Develop repeatable workflows that allow the agency to onboard new clients and employees efficiently.
Ensure automations have clear ownership, appropriate access controls, and human review for important decisions.
Track the effectiveness of operational improvements.
8. Financial & Commercial Operations
Monitor project budgets, allocated hours, delivery costs, and account profitability.
Identify clients or projects that consistently require resources beyond their agreed scope.
Coordinate with the CEO on pricing, scope adjustments, and resource-related decisions.
Monitor operational costs and recommend efficiency improvements.
Support accurate tracking of billable and non-billable work.
Coordinate with finance or accounting personnel on invoice-related delivery information and client account status.
Provide operational input into proposals, project timelines, and new client commitments.
Financial approval, contract signing, and major commercial decisions remain with the CEO unless expressly delegated.
9. Reporting & CEO Communication
Provide weekly operational reports to the CEO.
Maintain clear visibility into all active clients, projects, deadlines, and team workloads.
Report upcoming delivery risks and unresolved operational issues.
Present recommendations rather than escalating routine issues without proposed solutions.
Maintain an accurate dashboard of operational and client delivery KPIs.
Escalate significant client, legal, financial, security, or reputational risks promptly.
Work closely with the CEO on growth planning and operational priorities.

Required Qualifications
5+ years of relevant professional experience, including significant experience in digital marketing agency operations, client delivery, or project management.
At least 2 years of direct team leadership or operational management experience.
Demonstrated experience coordinating multiple client accounts and cross-functional marketing teams simultaneously.
Strong understanding of digital marketing services, including PPC, SEO, Paid Social, SMM, Email Marketing, and Web Development.
Proven ability to manage deadlines, delegate work, and hold team members accountable.
Experience developing and improving SOPs, workflows, and project management processes.
Strong knowledge of project management tools such as ClickUp, Asana, Monday.com, Flowlu, or similar platforms.
Excellent written and verbal English communication skills.
Strong organizational, analytical, leadership, and problem-solving skills.
Experience handling client escalations and challenging delivery situations.
Ability to work independently, prioritize effectively, and make sound operational decisions.
Comfortable managing distributed teams across different time zones.
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