Operations Manager - Philadephia, PA

Reference: JOB472
Location: Philadelphia, PA, United States
Employer: Adam Heagy

Operations Director is a newly created discipline within the agency that incorporates production knowledge, creative process experience, project management, and account management.
The Director of Operations oversees the Project Management, Traffic, Production, Quality Assurance, with a focus on project delivery. This includes the coordination between the operations departments with Creative, Production, Technology, and Account Services to ensure efficient and effective delivery. Including the development of key processes and the implementation of the agency wide tools.

  • Implement and Oversee the agency wide – Traffic – Project Management & Production Operations Process
  • Implement agency wide traffic/project management software –
  • Implement with ECD the agency wide creative process
  • Implement and oversee all processes related to work flow through the traffic, project management and production areas.
  • Review & maintain budgets & business plans, define metrics & goals that measure performance and utilization of the agency
  • Provide cross agency leadership relating to operational efficiencies, improved processes, project learning
  • Collaborate with team leaders to report workflow of current & upcoming projects in order to allocate staff properly
  • Review agency workflow, time tracking, equipment & staffing needs to ensure all timing & budgetary goals are met; resource allocation including temp labor as needed
  • Oversee and make recommendations on creative/product staff utilization
  • Estimating/quoting all projects within the agency across all departments
  • Maintenance of all agency equipment including service agreements, software and hardware recommendations and upgrades
  • Report regularly on staff utilization and work resource allocation
  • Ensuring projects/accounts remain on budget, on schedule on strategy and maintain highest possible quality
  • Collaborate with Account Management and Project Management staff in managing accounts/projects from project pursuit and definition to project delivery and evaluation
  • Work with the team to develop project documentation including scopes of work, project plans, solution blueprints, project definition plans, contact/status reports
  • Collaborate with Account Management team to manage client expectations and communications flow
  • Collaboration / Management of vendors and other third parties
  • Manage development schedules, resource projection and consumption, team expectations, and budgets for assigned jobs
  • Risk mitigation related to scope and quality including communicating clear description of problems and potential solutions to senior staff, in anticipation of, or when issues arise
  • Manage internal/external project meetings
  • Supervise internal review, approval, presentation preparation and presentation/delivery
  • Ensure accurate trafficking of deliverables to client or third parties
  • Ensure time tracking and budget reconciliations are accurate and updated.  Financial acumen necessary.
  • Materially contribute to project deliverables where appropriate
  • Identify new opportunities with existing clients and potential clients, contribute to overall pursuit and drive business development efforts as they relate to process, timing, costs and other project-management-oriented areas
  • Ensure Quality Assurance carried out on all deliverables
  • Ensure client approvals and sign-offs obtained on all deliverables
  • Build and oversee the Quality Assurance Manager and the Quality Assurance department. Help to implement tools and procedures for the release of only high quality projects.
  • Assist in writing proposals and attending business pitches for potential clients.
  • Actively manage the implementation process for digital, social and mobile programs.


  • Previous experience in managing teams(3-8) members including junior project managers and third parties
  • 5-8 years operations experience in the creative/production area
  • Working knowledge of Online and offline Advertising, Print production, Email Marketing and Web Development including, primary and secondary research, strategy, design, editorial, information architecture, usability, and related technologies with experience and demonstrable strengths in several.
  • Ability to translate business and marketing requirements into viable digital solutions
  • Experience managing multi-stream projects and relationships between agency, client and 3rd parties.
  • Training in Project Management programs, tools and methodologies (e.g. PMI)
  • Ability to find creative solutions to complex problems and multi-task
  • Expert knowledge of Microsoft Project and Microsoft Office Suite
  • Highly organized and detail oriented with ability to influence others in these areas
  • Ability to interact with, and manage clients with, decision-making responsibilities
  • Working knowledge of Creative and Technical programs and tools a plus