Director, Client Operations

Responsibilities

• Own end-to-end delivery for one or more engagements: scope, cost estimation, risk management, and status reporting
• Serve as the primary senior point of coordination across internal teams and any external partners, resolving scope and ownership ambiguity as it surfaces
• Run recurring governance cadences including status reporting, prioritization, and dependency management to keep cross-functional work aligned and unblocked
• Support change management workstreams as needed: help assess organizational readiness, contribute to adoption planning, and ensure client teams are equipped to sustain platform implementations post-launch
• Serve as a trusted point of contact for clients, building credibility as a strategic partner and not just a delivery lead
• Partner with Business Innovation leadership to identify and pursue opportunities to deepen and grow client relationships
• Lead, mentor, and develop project managers supporting your engagements
• Serve as escalation point for project teams; identify and resolve issues, manage risk, and execute mitigation plans
• Ensure consistent application of program management methodology, controls, and delivery standards across engagements
• Communicate clearly and confidently across a wide range of stakeholders, from day-to-day client contacts to senior client and internal leadership
• Contribute to new business and pitch initiatives that support pipeline growth

Requirements

• 9 to 12+ years of project/program management experience, with at least 5 years in an agency or consultancy delivering for enterprise clients
• Demonstrated experience leading large, multi-workstream programs involving multiple stakeholders, vendor partners, and technical delivery teams
• Technical PM background delivering CMS or enterprise content platform implementations (e.g., headless CMS, DXP, or composable content architecture)
• Executive presence and communication skills: able to present delivery status and strategic recommendations to executive level stakeholders with equal fluency
• Experience actively supporting Agile/Scrum delivery for technical platform implementations; comfortable managing hybrid Agile-waterfall programs across engineering, creative, and strategy workstreams

Preferred Qualifications

• Experience leading or supporting change management workstreams on technology platform implementations (e.g., organizational readiness, adoption planning, post-launch enablement)
• Hands-on delivery or oversight experience with one or more enterprise content platforms (e.g., Adobe Experience Cloud, Contentful, Optimizely, or similar composable/DXP tools) is a plus, not a requirement

Work Environment

Additional information