Manager, Client Operations

Team Overview Join a team where operational excellence drives lasting impact on our clients' businesses. As a key member of our team, you will help establish team-wide Operational Standards, directly impacting our clients' business, by leveraging innovative solutions, and optimizing processes through the intelligent use of technology. Together, our team acts as expert optimizers and transformational problem solvers, delivering seamless experiences, characterized by accuracy and ontime delivery of work. We are adept at streamlining workflows, eliminating friction, empowering teams with clear accountabilities to spark new ideas, and equipping our people with the cutting-edge tools and knowledge they need to excel. We are relentless in our pursuit of excellence, committed to continuous improvement, all the time acting with empathy and care for all stakeholders. Role Overview We are seeking an experienced Client Operations Manager to add to our end-to-end Operations team. The person in this role will leverage data, tools, and process to optimize and steward foundational workstreams across E2E Media Operations and Business Operations. A successful Client Operations Manager will drive critical projects forward while motivating clients and internal stakeholders. They excel at problem solving, are comfortable in the unknown, and are excellent communicators. Role Objective As an integral part of the Operations team, this position is responsible for the management of our E2E (end-to-end) Operations process via development and maintenance of processes to support critical client deliverables, ensuring accuracy and cross-functional compliance to meet all deadlines. This role will consist of specific Operational responsibilities, as well as acting as a liaison with xCraft teams to ensure data accuracy and cleanliness across the E2E systems process. The Manager, Client Operations, must understand the overarching Operations team goals (i.e. driving operational efficiencies and, ultimately, automation) and how those goals translate to each and every project they contribute to. Operational Responsibilities & Tool Management Leverage knowledge of Media Buying & Operations to identify and develop process enhancements to drive efficiencies across workstreams related to budget management, data cleanliness/ compliance and tool maintenance Partner with Client Operations colleagues to design, implement and optimize workstreams creating efficiencies across all Business Crafts, with a focus on Media Buying teams. Sample workstreams include budget management, reconciliation, taxonomy, tools maintenance etc. Enforce process and timeline compliance via appropriate measures (i.e. email reminders, calendar invites, updates to Asana calendar, incorporation into Team Rally announcements, etc.) Ensure Planning system (planning) and MediaOcean system (buying) data cleanliness at all times, with enhanced attention prior to client delivery, via: QA tools and ensure corrections are complete as needed (with tool refreshes, manual checks of system, individual reach outs, etc.) Standardization of data across LOBs Develop and ensure compliance of all data tagging and classification in MT & MO systems (based business/reporting needs and rules) Leverage understanding of E2E process (and excel) to communicate and translate our automation needs to our Data Engineering team Own/manage Weekly QA tool and business logic Project Management Responsibilities Effectively manage and prioritize multiple concurrent projects, establish realistic timelines, coordinate resources, and manage escalations to stakeholders Develop and maintain project plans, timelines, and documentation using project management tools (Asana, Smartsheet) to track progress and ensure accountability Lead cross-functional teams through project lifecycle from planning through execution and closeout, ensuring clear communication and alignment on deliverables Monitor project health, identify risks and dependencies early, and implement mitigation strategies to keep projects on track Conduct project retrospectives and document lessons learned to drive continuous improvement in project execution Create and maintain project status reports, dashboards, and communication materials for stakeholder visibility Has a vested interest in seeing projects through and understands their role in the broader Operational scope In partnership with "Taxonomy Taskforce," input into taxonomy development and, ultimately, taxonomy maintenance and rollout Desired Skills & Experience Relevant systems and process experience (Planning Tools & Media Ocean) – minimum 3-5 years media experience Proven project management experience with demonstrated success managing multiple concurrent initiatives in a fast-paced environment Proficiency with project management tools (Asana, Smartsheet) required; experience with agile or waterfall methodologies preferred Excellent communication and collaboration skills with internal and external stakeholders at all levels Proactive, resourceful and organized team player with strong interpersonal skills and relationship building Strong analytical skills with the ability to identify areas for improvement and optimization Proficient in Microsoft Word, Excel and Powerpoint Strong Excel experience, using Excel for data compilation, analysis and visualization (i.e. common formulas, pivot tables, etc.) Strategic thinker and problem solver with strong organizational and time management abilities Exceptional attention to detail Eagerness to learn, take initiative and partner with relevant stakeholders to see tasks through to effective completion Strong project management skills with the ability to handle multiple projects simultaneously, manage complex dependencies, and meet tight deadlines Experience in Project Management tools (Asana, Smartsheet) and Buying tools (MBOX, Prisma), preferred but not required Wage and Benefits We offer a Total Rewards package that includes medical and dental coverage, 401(k) plans, flex spending, life insurance, disability, employee discount program, employee stock purchase program and paid family benefits to support you and your family. The salary range for this position is posted below. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position, market considerations, budgetary considerations, tenure and standing with the Company (applicable to current employees), as well as the employee’s/applicant’s skill set, level of experience, and qualifications. Employment Transparency It is the policy to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, ethnicity, gender, age, religion, creed, national origin, sexual orientation, gender identity, marital status, citizenship, genetic information, veteran status, disability, or any other basis prohibited by applicable federal, state, or local law. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. The employer will make reasonable accommodations in compliance with the American with Disabilities Act of 1990. The job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and other job functions are subject to modification. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions. For applicants to jobs in the United States: In compliance with the current Americans with Disabilities Act and state and local laws, if you have a disability and would like to request an accommodation to apply for a position please email [email protected] . Salary Range $80,000 — $90,000 USD

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