Managing Director of Operations

Primacy is a human-centered, digital-first agency that crafts purposeful and pivotal brand experiences in healthcare, higher ed and financial services. Trusted for our expertise and chosen for our creativity, our team of seasoned pros deliver boldly imagined, thoughtfully crafted and hugely successful experiences that elevate brands and enterprise value.
The Managing Director of Operations is responsible for the Profit & Loss management of the Delivery team. Our Delivery team is made up of Data, Experience, Marketing Strategy and Technology professionals with close Project Management support.
Through optimized deployment of the professional services team as well as ensuring smooth running agency operations, your primary focus is to lead the Delivery team in improving productivity, consistently producing the highest quality work, and driving double-digit profitable top line revenue growth.
Your key transformational responsibility is to evolve our service delivery model to support significant growth while maintaining exceptional customer experience and target margins. This is a new, highly visible position and one key to our long-term growth. It requires strategic leadership and roll-up-your-sleeves tactical execution.

Key Measures:

• Revenue
• Gross margin
• Resource utilization
• Client Satisfaction/Experience Rating

Responsibilities:

• Full ownership and accountability of the Delivery team s Profit & Loss, including top line revenue and gross margin.
• Set Delivery standards for professional services, including partnerships with other entities from presales scoping through implementation as well as value-based services pricing model.
• Evolve Delivery s depth, breadth and value added to the Client relational and overall experience.
• Accountable for resource utilization to target, including goal setting.
• Productivity improvements, including reduction of redundant, manual work to software including AI.
• Support proprietary KRM software roll out and influence product roadmap.
• Collaborate with CFO for month-close to maximize cash flow and revenue recognition.
• Define outside Consultant relationship model to facilitate growth.
• Oversee agency Operating System to ensure consistent progress on critical agency objectives.
• Influence decisions on agency strategy, culture, raising capital, investor relationships and acquisition targets.

What it takes to succeed in this role:

• Proven results in reenergizing and revitalizing a business unit s P&L performance in a Professional Services organization.
• Ideal candidate has experience in both professional services and manufacturing and can apply cross-functional knowledge to all aspects of agency services.
• Driven to hit aggressive gross margin targets and scale up / down through effective use of Consultants.
• Strong alignment with UNITED core values and consistent evidence of a Growth mindset (see the definition by Carol Dweck).
• High level of intelligence and critical thinking skills.
• Methodical, organized and passionate about improving productivity.
• Proven experience in defining & implementing clear, simple and repeatable processes that are scalable.

Resources this role is responsible for:

• Manage staff of 8 Project Managers
• Partnership with President, CFO and CMO
• Partnership with Growth during Presales scoping
• Partnership with Delivery teams (Creative, Technology, Data, Marketing Services and Experience) throughout execution
• Decision leader on Service Delivery Standards, Resource Allocations, and Project Management approach

The Perks:

• The best co-workers you ll ever find
• Unlimited PTO
• Medical, Dental, Vision, 401k
• Annual bonuses for all levels
• Ongoing training opportunities
• Planned outings and team events (remote workers included!)

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