Director, Agency Operations

BGB Group•New York, NY

10h•Remote

About The Position

BGB Group is a healthcare communications agency that offers a wide range of services, including traditional pharmaceutical advertising, promotional medical education, payer marketing, and consulting services. Known for excellence and professionalism, we’re hired as strategic and creative partners by our biopharmaceutical clients to drive category/brand awareness and growth. The Director, Agency Operations is responsible for driving operational excellence across the agency with a strong focus on process design, documentation, and change management. This role partners closely with agency leadership to translate strategic priorities into scalable, well-documented workflows and ensures consistent adoption across teams. They will report into the VP, Agency Operations. Sitting between executional project leadership and operational strategy, the Director plays a critical role in standardizing how work gets done, improving cross-functional collaboration, and enabling the agency to scale effectively. This individual leads key operational initiatives and ensures that process improvements are clearly defined, documented, communicated, and sustained across the organization.

Requirements

6–8+ years of experience in agency operations, project management, or related field within a healthcare or pharmaceutical advertising environment
Proven experience developing and documenting scalable processes and workflows
Experience leading change management initiatives, including tool or process rollouts
Excellent communication skills with the ability to translate complex concepts into clear, actionable guidance
Highly organized with strong attention to detail and ability to manage multiple initiatives simultaneously
Proactive, solutions-oriented mindset with a focus on continuous improvement
Bachelor’s degree required

Nice To Haves

Experience with project and financial management tools (e.g., Planner, NetSuite or similar) a plus

Responsibilities

Leads the development, documentation, and continuous improvement of agency processes
Translates complex workflows into clear, scalable documentation, including SOPs, playbooks, templates, and governance frameworks
Ensures all processes are consistently documented, version-controlled, and accessible across teams
Partners with department leads to identify process gaps, redundancies, and inefficiencies, and implements solutions to improve quality and speed of delivery
Establishes and maintains process standards to support consistent execution across accounts and capabilities
Drives the planning and execution of operational change initiatives, including new tools, workflows, and ways of working
Develops structured change management plans, including stakeholder alignment, communication strategies, training, and adoption tracking
Supports agency leadership in defining the need for change and translating it into actionable implementation plans
Prepares teams for change by ensuring clarity of roles, expectations, and impact to day-to-day work
Monitors adoption of new processes and identifies areas requiring reinforcement, training, or refinement
Acts as a change champion, reinforcing new ways of working and ensuring sustainability over time
Leads complex, cross-functional operational initiatives from planning through execution
Applies disciplined project management methodologies to ensure initiatives are delivered on time and meet defined objectives
Defines success metrics, tracks progress, and communicates status to stakeholders and senior leadership
Ensures appropriate stakeholder engagement and drives accountability across teams
Acts as a key liaison across departments to ensure alignment on processes and operational priorities
Develops and delivers clear communication around process updates, changes, and best practices
Reinforces a culture of operational discipline, accountability, and continuous improvement