Director of Operations

This is a remote position.

"More than just a job we offer an opportunity to grow. Come and be part of our growing team!"

Leading by #PuttingPeopleFirst Phoenix Support Services is the inhouse support center of Advanced Digital Media Services a fullservice digital marketing company in Florida and Colorado United States. Located in the Philippines we engage and delight our customers through years of industry expertise.

Role Expectations

• Operational Management: Oversee and optimize daily operations ensuring smooth workflow across departments. Implement and refine Standard Operating Procedures (SOPs) for project management client communication and team collaboration. Ensure agency resources (human financial and technological) are allocated efficiently to meet company goals. Establish performance benchmarks and continuously improve processes to enhance productivity.
  
• Project & Client Delivery: Oversee project execution to ensure ontime highquality delivery across all departments including your own. Work with department managers and account teams to maintain strong client relationships. Develop and enforce Key Performance Indicators (KPIs) for project delivery profitability and team performance. Troubleshoot bottlenecks and implement solutions to solve the underlying problem and improve overall team efficiency.
  
• Technology & Automation: Evaluate and implement new tools and software to improve efficiency in project management reporting and client communication. Drive automation efforts to streamline workflows and eliminate redundancies. Ensure data security compliance quality control and best practices are maintained by automating our digital operations. Continuously optimize the project management system to improve client experience and internal efficiency.
  
• People & Culture: Lead and mentor your direct reports to foster a highperformance culture that lives by our core company values. Work with HR to improve hiring onboarding and retention strategies. Ensure team members have clear roles responsibilities and career growth. opportunities. Implement tools and strategies to enhance team collaboration and accountability.
  
• EOS: Oversee the implementation and execution of EOS across all departments. This includes assisting in the creation of rocks that drive toward our company vision. Aim for a quarterly rock completion rate of 95% with a minimum completion rate of 80% by managing your direct reports (trust but verify) and holding our team accountable KPI.
  
• Reporting & Forecasting: Work directly with the CEO to proactively communicate results/KPIs identify opportunities and forecast future challenges along with the recommended solutions to ensure the continuity of our company s growth goals.
  

Key Responsibilities

• Ensure all teams have the resources they need to execute current client projects.
  
• Conduct brief checkins with the Operations Specialist to discuss ongoing tasks address any immediate concerns and ensure everyone is ontrack
  
• Oversee agency workflow and ensure smooth project execution.
  
• Monitor interdepartmental communication and resolve bottlenecks.
  
• Check team capacity and adjust workload as needed.
  
• Review project management dashboards to ensure all tasks remain 95% on track (< 5% delayed) KPI.
  
• Respond and delegate urgent issues or escalations affecting operations clients or team members.
  
• Track realtime performance metrics (e.g. project completion rates and team capacity/efficiency).
  
• Ensure client deliverables meet deadlines and quality standards.
  
• Communicate with department heads to ensure team alignment and prioritization.
  

Weekly:

• Lead weekly L10 meetings with department managers and the leadership team to review progress and resolve roadblocks. Review and update performance benchmarks and KPIs in our agency scorecard. Evaluate trends and provide proactive actionable feedback to the leadership team.
  
• Conduct team checkins to monitor workload morale and capacity.
  
• Analyze weekly performance metrics to address gaps in productivity or profitability. Optimize workflows by identifying inefficiencies or process improvements.
  
• Ensure all client projects are progressing according to the schedule.
  
• Adjust resource allocation (team members tools budget) to meet shifting priorities.
  
• Provide proactive updates to leadership on operational performance and project statuses.
  
• Provide weekly summaries of overdue projects and operational highlights/low points.
  
• Spend dedicated time weekly with new leaders to ensure their success and provide personalized mentorship.
  
• Working directly with the CEO on product development.
  
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• Meet with the CEO to discuss growth strategies and scaling plans.
  
• Audit internal processes to improve interdepartmental collaboration and reduce friction.
  
• Optimize client onboarding for improved efficiency retention and speedtoresults.
  
• Review team performance to identify growth opportunities or additional training. This includes evaluating your own abilities to identify training gaps required to meet the future needs of the company. Lead a monthly training and development session for process improvements.
  
• Ensure Standard Operating Procedures (SOPs) are up to date and communicated effectively.
  
• Review team utilization rates to ensure proper time tracking and optimal staffing levels. Implement and refine workload balancing strategies to ensure team members remain productive but not overwhelmed (80% average capacity) KPI.
  
• Conduct client retention and satisfaction analysis ensuring operational processes support our 97% monthly retention rate (3% monthly churn) KPI.
  
• Evaluate automation opportunities to streamline repetitive tasks.
  

Quarterly:

• Lead quarterly L10 planning meetings to align operations with company goals. Collaborate with leadership on forecasting and budget planning for the next quarter.
  
• Conduct a full operational review and identify areas for major process improvements.
  
• Audit company technology and tools to determine what should be scaled replaced or retired.
  
• Oversee team capacity planning for upcoming quarters to ensure they align with our seasonal growth goals.
  

• Quarterly rock completion rate of 95% with a minimum completion rate of 80%.
  
• Review project management dashboards to ensure all tasks remain 95% on track (< 5% delayed).
  
• Average team capacity should remain around 80% to allow for proper coverage during PTO leave or unexpected terminations.
  
• Ensure our monthly churn rate remains below 3%.
  
  

Requirements

Soft Skills:

• Attention to Detail
  
• Organization
  
• Accountability
  
• Visibility
  
• FollowThrough
  
• Project Management
  
• Management/Leadership
  
• Advanced Problem Solving
  
• Strategic Thinking
  
• Flexibility and Adaptability
  
• Integrity
  
• Teamwork
  
• Time Management
  
• Outstanding Communication Skills
  
• Passion and a Positive Attitude
  
• Customer Service
  
• Negotiation
  

Technical Skills:

• Project Management
  
• Personnel Management
  
• Digital Marketing Strategy
  
• Data Analytics
  
• CRMs
  
• Budgeting
  
• Spreadsheets
  
• EOS Implementation
  
  

Additional Qualifications:

• Experience managing remote teams.
  
• Familiarity with performance marketing SEO PPC or content marketing.
  
• Understanding of KPIs analytics and agency growth strategies
  
• Willing to work graveyard shift
  < Project Management Personnel Management Digital Marketing Strategy Data Analytics CRMs Budgeting Spreadsheets