Operations & Delivery Lead

Title: Operations & Delivery Lead

Status: Full Time
Location: Hybrid (Cleveland OH primarily remote with occasional in-person meetings)
Salary: Salary to be discussed by Bryant Staffing Solutions Recruiter
Bonus: Quarterly performance-based bonus (up to $10000 annually)
Visa Support: No Visa Sponsorship Available

Overview

A growing purpose-driven digital agency is seeking an Operations & Delivery Lead to serve as a key leader responsible for ensuring client work is delivered on time within budget and at a high level of quality. This individual will act as a right hand to leadership owning delivery operations while also contributing hands-on to CRM solution design and process development.

This is a highly visible role within a small collaborative team environment requiring someone who is both strategic and execution-focused. The ideal candidate is proactive detail-oriented and skilled at anticipating and preventing problems before they impact delivery.

Key Responsibilities

Project Delivery & Client Management

• Own end-to-end delivery of client engagements from post-sale through completion
• Ensure all projects stay on schedule within scope and aligned with quality expectations
• Proactively manage client communication including setting expectations and addressing delays
• Lead delivery meetings and maintain clear visibility into project status
• Monitor budgets timelines and overall project profitability

CRM Strategy & Implementation

• Design and oversee CRM architecture including data models lifecycle stages and automation
• Support hands-on configuration of CRM platforms including workflows reporting and integrations
• Evaluate deliverables and ensure technical accuracy and best practices

Operations & Process Development

• Build and refine scalable processes to improve delivery consistency and efficiency
• Develop and maintain SOPs across project workflows handoffs and quality control
• Manage and optimize project management tools and internal systems
• Lead post-project retrospectives and implement continuous improvements

Team Leadership & Resource Management

• Manage and mentor team members and contractors
• Conduct regular one-on-ones and provide performance feedback
• Support hiring and onboarding as the team grows
• Monitor team capacity and allocate resources effectively

Pre-Sales & Solution Design Support

• Participate in select pre-sales conversations to assess feasibility and scope solutions
• Provide input on CRM strategy and technical approach

Required Qualifications

• Experience in project delivery operations or account management within an agency or client services environment
• Strong ability to manage timelines budgets and client expectations
• Demonstrated leadership experience including team oversight and coaching
• Proven ability to build processes and improve operational workflows
• Excellent communication skills particularly in managing delicate client situations
• Ability to proactively identify risks and resolve issues before escalation
• Strong technical aptitude and ability to quickly learn new tools and systems

Preferred Qualifications

• Experience with HubSpot CRM including architecture and implementation
• HubSpot Solutions Architect certification or similar experience
• Familiarity with CRM integrations APIs and automation tools (e.g. Zapier Make)
• Experience with project management platforms (e.g. Teamwork ClickUp)
• Background in sales engineering or technical pre-sales support
• Experience working with freelancers or contract teams
• Comfort working within evolving environments and leveraging new technologies including AI tools

Key Skills Required

• Project and operations management
• Client relationship management
• CRM systems and process automation
• Leadership and team development
• Problem-solving and proactive planning

Why This Location

Cleveland and the surrounding region offer a strong balance of affordability and lifestyle with access to cultural attractions outdoor recreation and a growing business community. The hybrid structure allows for flexibility while maintaining opportunities for in-person collaboration.