Director, Client Operations

PUBLICIS GROUPE • Chicago, IL

60d

About The Position

As a Director, Client Operations you will be accountable for setting the operating procedures for the business in accordance to the clients MSA, and Arc's Ways of Working. This person also helps to define the clients Scope of Work in partnership with the Business Lead and Finance, ensuring it is clearly defined, delivered and measured across the right resources, right projects, right tools and agile processes Arc has to offer.

Requirements

• Individual should have 10-12 years experience working in Client Services/Account Management and Project Management/Operations. Unicorns welcome.
• This candidate is a motivating leader who is proactive and unafraid to experiment, learn from failures, and progress. This person doesn't wait for problems to show up; they are solving them before they surface. They are always willing to get hands dirty, and work on anything (even the "admin" type projects). They excel at knowing how to bring to bear resources and delegate to achieve the greatest outcomes.
• Highly adaptable to change, and able to set ego aside to listen and learn
• Doesn't frustrate easily (internally faced with a lot of "silly requests")

Responsibilities

• Responsible for partnering with Arc's top clients on defining and optimizing the operating procedures for all facets of Client Operations
• Contributing contact to Client (SOW holder) & procurement with SVP, Business Lead
• Weekly Leadership Call
• Identify gaps/and solutions for alignment
• Ability to translate client concerns effectively to inspire optimization/change
• Rate Card Management/Adjustments/Reporting with Procurement in partnership with Arc Client Finance
• Includes Business Structure and Staff Plan Management in partnership with Resource Management
• Partnering with Finance on Business Set Up/Structure that enables reporting (job structure, etc.)
• Partnering with Project Management, Client Finance and Business Leadership/ALT on Staff Plan Design and Implementation
• Partnering with Resource Management on Staff Plan Capacity Management
• Partnering with Talent on Career Conversations, Recruiting, Performance Issues
• Partnering with Operations/Talent Manager/Associate on Onboarding/Set Up/Off Boarding
• Includes Clear Definition of SOWs and Measurement in partnership with Project Management
• Contracts - projects, tracks, deliverables, timings, resources
• Stewardship/Reporting (Hours, Utilization)
• Includes Streamlined Process/Ways of Working & Systems
• Implementing Arc OS/WOW/Arc Tracks System across teams; modifying for client as needed
• Collaboratively working across departments to identify WOW/efficiencies
• Collaborating with Publicis on planning workflow design and implementation
• Training of Organization; Guardian to the Process
• Includes the development of Onboarding procedures and content (in partnership with SMEs) for both client and internal teams.
• Partners with SME's on Systems deployments and is the systems advocate that enables workflow efficiencies. Consults in the development and implementation of Workflow Systems
• Project Management Tools: Launching rOar V2 PPM; ongoing management of tool/reporting needs
• Creative Tools: Miro, GenCanvas/AI, etc.
• Content Storage Tools: Agency DAM (AEM), LionBox, etc.
• Test ideas
• Issue Surveys/Capture Feedback across teams
• Build cross-functional task forces to encourage cross-learning/developing of solutions
• Partners with Cross-Functional depts, and partners to define RACIs for all processes specific to the client's needs.
• This person will have a hand in various topics in some way/capacity - MSA/Scope of Work and processes along with Business/Finance Topics
• SOWs/Proposals
• Staff Plans
• Agency Estimates
• POs
• Business Structure/Product Codes/Job Numbers
• Burn/Utilization/Stewardship Reporting
• Manages Non-Billable Write-Offs (mistakes)
• Reviews all OOS/Inc SOWs/Project Staff Plans
• Procurement (MSA/Rate Cards)
• Travel Policy
• Vendor Lists/Set Up
• HR/RM/IT
• Managing Direct Reports/Departments
• Freelance Requests/Reqs (via RM)
• Build/Manage Staff Plan
• Arc U Onboarding/Training
• Establish "Client" U Onboarding/Training
• Partnering with Re-Sources IT on equipment needs
• Operating Lead for Process/RACI/WOW/Onboarding/Reporting
• Business Leadership
• Creative
• Strategy
• Finance
• Project Management
• Studio
• Production
• Systems
• DAM (AEM)
• Miro (Creative Virtual Walls)
• PM System (rOar V2 Workfront/Smartsheet)
• LionBox
• Etc.

Benefits

• Paid Family Care for parents and caregivers for 12 weeks or more
• Monetary assistance and support for Adoption, Surrogacy and Fertility
• Monetary assistance and support for pet adoption
• Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance
• Tuition Assistance
• Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days, Holiday and Identity days, and more
• Matching Gifts programs
• Flexible working arrangements
• 'Work Your World' Program encouraging employees to work from anywhere Publicis Groupe has an office for up to 6 weeks a year (based upon eligibility)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees