Director, Client Operations

CourtAvenue•Los Angeles, CA

2d•Hybrid

About The Position

The Director, Client Operations owns delivery for complex, large-scale client engagements, applying disciplined program management to ensure work is delivered on scope, cost, time, and quality. This person is both a strategic partner and a delivery lead, building client trust, navigating ambiguity across stakeholders, and helping grow relationships alongside the Business Innovation team. The role supports CourtAvenue’s growth in Los Angeles and San Diego and requires strong delivery discipline, stakeholder management, and experience running programs at scale. The position leads end-to-end engagement delivery and governance, serves as a senior coordination and escalation point, and mentors project managers. It also contributes to change management, client relationship development, consistent delivery standards, and new business initiatives. The west coast offices use a structured-hybrid work model: employees work in the office Tuesdays and Thursdays and remotely on Mondays, Wednesdays, and Fridays. Candidates are ideally located near the El Segundo, CA, or San Diego, CA office. The listed salary range is $135,000–$160,000 per year, with final compensation based on related experience and candidate geography.

Requirements

9 to 12+ years of project/program management experience, including at least 5 years in an agency or consultancy delivering for enterprise clients.
Demonstrated experience leading large, multi-workstream programs involving multiple stakeholders, vendor partners, and technical delivery teams.
Technical project management background delivering CMS or enterprise content platform implementations, such as headless CMS, DXP, or composable content architecture.
Executive presence and communication skills, including the ability to present delivery status and strategic recommendations to executive-level stakeholders.
Experience actively supporting Agile/Scrum delivery for technical platform implementations.
Comfort managing hybrid Agile-waterfall programs across engineering, creative, and strategy workstreams.

Nice To Haves

Experience leading or supporting change management workstreams on technology platform implementations, such as organizational readiness, adoption planning, or post-launch enablement.
Hands-on delivery or oversight experience with enterprise content platforms such as Adobe Experience Cloud, Contentful, Optimizely, or similar composable/DXP tools.

Responsibilities

Own end-to-end delivery for one or more engagements, including scope, cost estimation, risk management, and status reporting.
Coordinate across internal teams and external partners as the primary senior point of contact, resolving ambiguity about scope and ownership.
Run recurring governance cadences, including status reporting, prioritization, and dependency management, to keep cross-functional work aligned and unblocked.
Support change management workstreams as needed, including assessing organizational readiness, contributing to adoption planning, and helping client teams sustain platform implementations after launch.
Serve as a trusted client contact and strategic partner.
Partner with Business Innovation leadership to identify and pursue opportunities to deepen and grow client relationships.
Lead, mentor, and develop project managers supporting engagements.
Serve as an escalation point for project teams; identify and resolve issues, manage risk, and execute mitigation plans.
Ensure consistent application of program management methodology, controls, and delivery standards across engagements.
Communicate across stakeholders, from day-to-day client contacts to senior client and internal leadership.
Contribute to new business and pitch initiatives that support pipeline growth.