Agency Operations Manager

The HR Refinery is seeking a full-time Agency Operations Manager on behalf of our client in Wilmington, Delaware. This is an exciting opportunity to be a part of a growing and talented Digital Marketing Agency. This role will report directly to the President & founder, and be responsible for the success of the entire agency’s day-to-day projects. The ideal candidate will be able to interact with the larger account management team as well as the production team leads to coordinate efforts, forecast capacity for new projects, and document and train team members on processes. This is an excellent opportunity to put your mark on a growing business and the Delaware community. You will be the main person responsible for the “how” in how we get things done.

What You’ll Do:

• Process Architect: Design and implement efficient operational processes, ensuring seamless workflow across all departments. Efficiency in our internal processes is this role’s primary concern. Train staff on new procedures and troubleshoot any roadblocks.
• Resource Mastermind: Forecast team capacity, manage workloads and pipeline effectively, and recommend additional resources as needed to leadership (personnel or technology) to optimize project delivery.
• People Champion: Provide oversight to the account and project management team, offering guidance, support, and performance feedback.
• Task Traffic Controller: Build systems to allow PMs and AEs to efficiently manage tasks. Conduct regular audits to identify and address overdue tasks. Find and navigate around roadblocks in workflow.
• Project Planning Pro: Work with leadership & sales to develop comprehensive project plans that outline scope, timelines, resources, and budgets for new projects.
• Financial Guardian: Monitor timesheets, manage budgets, and proactively address discrepancies to keep projects fiscally sound.

Internal Marketing:

• Responsibility for managing internal marketing projects. Acting as “the client” for our internal efforts.
• Managing organizational memberships to make sure we’re getting the most out of them, e.g. chambers of commerce, DANA, etc.
• Supporting any hosted events, e.g. creating slides for a workshop or coordinating vendors
• Prepare case studies for work with clients

Operations Tasks:

• Responsible for auditing and maintaining team timesheets
• Responsible for auditing and maintaining client budgets
• Monthly invoicing and billing of clients, managing client budgets
• Reviewing business expenses / budgets
• Track expenses on a per client and project basis
• Coordinating with vendors for print or events
• Coordinating / scheduling team building events
• Maintain agency policies and procedures
• Quoting projects with the team’s support
• Perform other functions and duties as required

Experience & Skills Required:

• 5+ years of experience in agency-specific project or account management.
• Project Management Certification (PMP or similar).
• Strong project management skills.
• Proficient in project management software (we use Notion), reporting tools, and how to automate routine tasks to free up team time.
• Experience creating procedures, training staff on how to use them, and auditing compliance.
• Demonstrated ability to build and implement efficient processes, handle multiple priorities, and manage time effectively.
• Great attention to detail, organization, and the ability to effectively multi-task in a deadline-driven atmosphere.
• Budgeting and cost analysis expertise, preferably with Quickbooks and Harvest experience.
• Excellent communication, interpersonal, and team leadership skills.
• Highly collaborative, respectful, and has a positive, optimistic attitude.
• Ability to demonstrate flexibility and confidence, and to provide outstanding client service.
• Excellent verbal and written communication skills.
• High levels of integrity, autonomy, and self-motivation.
• Has a car and valid driver’s license, willing to drive to meet clients at their location as needed
• Digital marketing experience, in production or project management, is required. An understanding of marketing principles and practices, especially in the digital realm, is desirable.
• A “Figure it out” attitude

Attributes for a successful candidate:

• Demonstrated capability to lead large project teams
• Highly collaborative, respectful, and has a positive attitude
• Demonstrates personal ownership and accountability
• Ability to distill complex concepts into simple messages
• Ability to think and act both strategically and tactically
• Excellent verbal and written communication skills
• High levels of integrity, autonomy, and self-motivation
• Professional development is encouraged

We use the tools below to collaborate:

Notion | G Suite | Google Drive | Slack | Discord | Harvest | Dropbox | AirTable | Looker Studio | Ahrefs

You’ll Get:

• Compensation range is based on skills and experience. Budgeted 70-80k. Negotiable for best fit candidates.
• 4 weeks paid vacation
• Paid holidays, Paid sick time (2 weeks)
• Hybrid schedule (3 days in office, 2 days remote)
• Health, Vision & Dental insurance
• Short term disability and long term disability as a company-paid benefit
• Parental leave
• 401k with up to 4% match
• Primary office location in Wilmington Delaware.
• Access to professional development tools where we encourage you to spend an hour a week learning new skills
• Parking
• A close-knit, hardworking team that has fun and loves a good challenge

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Physical Demands:

• Must be able to remain in a stationary position 50% of the time.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a copy machine and computer printer.
• Some travel or event attendance may be required

This position description does not imply that the stated requirements are the only expectations for the position. Incumbents are expected to perform any other duties that may be assigned.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• Tell us about you and how you'll make the agency run smoothly?

Experience:

• project management: 5 years (Required)
• Process management: 2 years (Required)

License/Certification:

• PMP (Preferred)

Work Location: Hybrid remote in Wilmington, DE 19801