Droga5 Client Operations Director

Accenture•New York, NY

5d•$138,800 - $369,800

About The Position

The Client Operations Director provides operational leadership for one or more significant client relationships and directly leads the Project Management function supporting those businesses. The role oversees account operating models, team structures, financial performance, delivery excellence, and ways of working to achieve strong client outcomes, commercial performance, and sustainable team health. Working closely with Account, Creative, Strategy, Production, Technology, Finance, and Resource Management leaders, the Director establishes scalable operating frameworks, improves business performance, and evolves how teams work. The role applies operational expertise, modern delivery practices, technology, automation, and data-driven decision-making to improve efficiency, visibility, and effectiveness across client accounts. It also leads Project Managers, governs scope and commercial performance, shapes resource strategies and team design, and drives operational excellence and leadership alignment.

Requirements

At least 10 years of experience in project management, operations, client services, delivery leadership, or consulting.
At least 5 years of experience leading multidisciplinary teams in a creative agency, consulting, production, technology, or integrated marketing environment.
Demonstrated experience managing large, complex client businesses with significant revenue responsibility.
Experience leading and developing Project Management teams on large-scale clients.

Nice To Haves

Deep understanding of agency financial management, including revenue forecasting, utilization, burn tracking, margin management, staffing models, and resource planning.
Expertise in scope development, estimation, commercial governance, and change management.
Experience building and leading multidisciplinary teams across Strategy, Creative, Experience Design, Production, Technology, and Account Management.
Strong understanding of Agile delivery methodologies and modern operating models.
Experience implementing technology-enabled workflow, automation, and operational transformation initiatives.
High proficiency with project management, resource management, financial reporting, and workflow management platforms.
Exceptional analytical, communication, stakeholder management, and leadership skills.
Proven ability to influence and drive alignment across senior leadership teams.
Experience working within global and matrixed organizations.
Passion for building modern, efficient, high-performing ways of working that enable creative excellence and business growth.

Responsibilities

Lead the Project Management team across the account and establish standards for planning, execution, resource management, and delivery.
Build, develop, and mentor Project Managers, including creating clear career paths and growth opportunities.
Ensure consistent use of project management methodologies, governance, tools, and best practices across workstreams.
Establish accountability for project health, staffing, scope, schedules, budgets, and delivery outcomes.
Review portfolio-level project performance and identify operational risks, dependencies, and resource constraints.
Partner with Project Management leaders to improve ways of working and operational effectiveness.
Promote transparency, collaboration, accountability, and proactive problem solving, and position Project Management as a strategic business partner.
Establish rigorous approaches to scope definition, estimation, change management, and approvals; ensure work is scoped and contracted before it begins.
Provide visibility into scope consumption, staffing allocations, and resource utilization across workstreams.
Partner with Account and Finance leaders to ensure work is appropriately scoped, staffed, and delivered profitably.
Monitor performance against scope and budget and address variances proactively.
Deliver operational reporting, forecasting, and business reviews for agency and account leadership.
Support annual planning, staffing forecasts, revenue projections, and growth strategies.
Design and evolve team structures that balance client needs, employee experience, operational effectiveness, and financial performance.
Build agile, multidisciplinary teams that can adapt to business demands and client priorities.
Partner with discipline leaders to optimize talent deployment and ensure critical capabilities are available when needed.
Establish clear accountability and operating rhythms across large, integrated teams.
Define and implement delivery processes and operational frameworks that improve efficiency, transparency, predictability, and quality.
Identify operational bottlenecks and implement solutions to improve performance and reduce delivery risk.
Lead continuous improvement initiatives across project management, production, resource management, and client operations.
Drive adoption of agency platforms, reporting tools, resource management systems, and emerging technologies.
Translate business objectives into scalable operating models and delivery approaches.
Facilitate discussions about priorities, tradeoffs, investments, staffing strategies, and delivery plans.
Partner with Client Leads so operational plans support account growth and long-term client success.
Support new business efforts, account expansion, and onboarding of new engagements.
Provide an operational perspective on strategic decisions affecting client relationships and agency performance.