Agency Operations Manager / Head of Operations for Growing Marketing Agency

We are a fast-growing digital marketing agency managing multiple client accounts, internal ventures, sales systems, and a distributed team of project managers, editors, designers, social media managers, and virtual assistants. We are looking for a highly proactive Agency Operations Manager / Head of Operations to take ownership of the overall operating system across the company. This is not simply an individual project management role. We already have project managers and specialists responsible for execution within specific client accounts. Your responsibility will be to oversee the agency as a whole and make sure every active project has clear ownership, deadlines, staffing, visibility, and accountability. What You’ll Own • Maintain one central dashboard of all active clients, projects, owners, deadlines, statuses, blockers, and next actions • Review the full agency daily and identify anything unassigned, delayed, blocked, or at risk • Ensure every deliverable has an owner and realistic internal deadline before the client deadline • Oversee and hold project managers accountable for their assigned client portfolios • Coordinate staffing and identify capacity gaps before they become problems • Manage team access, onboarding, offboarding, and operational documentation • Help maintain SOPs, quality control processes, and reporting systems • Monitor client delivery health and ensure important issues are escalated early • Provide concise daily and weekly operations updates to the CEO • Work with hiring support when new contractors or specialists are needed • Continuously improve the agency’s systems without allowing current delivery to slow down What Success Looks Like The CEO should be able to look at one dashboard and immediately understand: • What is due • Who owns it • What is on track • What is behind • What is blocked • What requires CEO input Nothing should remain unassigned or become urgent simply because it was not tracked early enough. You Are a Strong Fit If You • Have experience managing operations across a digital agency, marketing company, or remote service business • Have overseen multiple simultaneous client accounts and distributed contractors • Naturally identify gaps and take action without waiting for every step to be assigned • Can distinguish between urgent, important, blocked, and lower-priority work • Are highly organized and comfortable building dashboards, trackers, and workflows • Communicate clearly and proactively • Are comfortable using Slack, Google Sheets, project-management platforms, and AI tools • Can work independently while maintaining strong visibility with leadership • Understand that planning is important, but active client deadlines must always be protected first Availability This role will begin with a paid trial and can develop into a long-term, substantial weekly position. We need reliable daily availability and approximately four hours of overlap with US Eastern Time. The role can remain largely asynchronous outside of the overlap window, but communication, deadlines, and availability must be predictable. Paid Trial The initial paid trial will test your ability to: • Audit a sample portfolio of active projects • Identify missing owners, deadlines, access, and blockers • Prioritize urgent work • Build or improve a central operations dashboard • Produce a clear executive operations update • Recommend immediate next actions without requiring extensive direction To Apply Please answer the following: 1. Tell us about a company or agency where you managed multiple projects or client accounts simultaneously. What exactly did you own? 2. A client deliverable is due tomorrow, but no contractor has been assigned. What steps would you take immediately? 3. What information should be included in an agency-wide operations dashboard? 4. How do you make sure lower-priority projects do not become forgotten projects? 5. What hours can you consistently overlap with US Eastern Time? 6. Which project-management and AI tools have you used? 7. Begin your proposal with the phrase “Operational Certainty” so we know you read the complete description