Manager, Client Operations

Adelphi Group•New York, NY

8d•$90,000 - $100,000•Hybrid

About The Position

Join a team where operational excellence drives lasting impact on our clients' businesses. As a key member of our team, you will help establish team-wide Operational Standards, directly impacting our clients' business, by leveraging innovative solutions, and optimizing processes through the intelligent use of technology. Together, our team acts as expert optimizers and transformational problem solvers, delivering seamless experiences, characterized by accuracy and ontime delivery of work. We are adept at streamlining workflows, eliminating friction, empowering teams with clear accountabilities to spark new ideas, and equipping our people with the cutting-edge tools and knowledge they need to excel. We are relentless in our pursuit of excellence, committed to continuous improvement, all the time acting with empathy and care for all stakeholders. We are seeking an experienced Client Operations Manager to add to our end-to-end Operations team. The person in this role will leverage data, tools, and process to optimize and steward foundational workstreams across E2E Media Operations and Business Operations. A successful Client Operations Manager will drive critical projects forward while motivating clients and internal stakeholders. They excel at problem solving, are comfortable in the unknown, and are excellent communicators. As an integral part of the Operations team, this position is responsible for the management of our E2E (end-to-end) Operations process via development and maintenance of processes to support critical client deliverables, ensuring accuracy and cross-functional compliance to meet all deadlines. This role will consist of specific Operational responsibilities, as well as acting as a liaison with xCraft teams to ensure data accuracy and cleanliness across the E2E systems process. The Manager, Client Operations, must understand the overarching Operations team goals (i.e. driving operational efficiencies and, ultimately, automation) and how those goals translate to each and every project they contribute to.

Requirements

Relevant systems and process experience (Planning Tools & Media Ocean) – minimum 3-5 years media experience
Proven project management experience with demonstrated success managing multiple concurrent initiatives in a fast-paced environment
Proficiency with project management tools (Asana, Smartsheet) required; experience with agile or waterfall methodologies preferred
Excellent communication and collaboration skills with internal and external stakeholders at all levels
Proactive, resourceful and organized team player with strong interpersonal skills and relationship building
Strong analytical skills with the ability to identify areas for improvement and optimization
Proficient in Microsoft Word, Excel and Powerpoint
Strong Excel experience, using Excel for data compilation, analysis and visualization (i.e. common formulas, pivot tables, etc.)
Strategic thinker and problem solver with strong organizational and time management abilities
Exceptional attention to detail
Eagerness to learn, take initiative and partner with relevant stakeholders to see tasks through to effective completion
Strong project management skills with the ability to handle multiple projects simultaneously, manage complex dependencies, and meet tight deadlines

Nice To Haves

Experience in Project Management tools (Asana, Smartsheet) and Buying tools (MBOX, Prisma), preferred but not required

Responsibilities

Leverage knowledge of Media Buying & Operations to identify and develop process enhancements to drive efficiencies across workstreams related to budget management, data cleanliness/ compliance and tool maintenance
Partner with Client Operations colleagues to design, implement and optimize workstreams creating efficiencies across all Business Crafts, with a focus on Media Buying teams. Sample workstreams include budget management, reconciliation, taxonomy, tools maintenance etc.
Enforce process and timeline compliance via appropriate measures (i.e. email reminders, calendar invites, updates to Asana calendar, incorporation into Team Rally announcements, etc.)
Ensure Planning system (planning) and MediaOcean system (buying) data cleanliness at all times, with enhanced attention prior to client delivery, via: QA tools and ensure corrections are complete as needed (with tool refreshes, manual checks of system, individual reach outs, etc.), Standardization of data across LOBs
Develop and ensure compliance of all data tagging and classification in MT & MO systems (based business/reporting needs and rules)
Leverage understanding of E2E process (and excel) to communicate and translate our automation needs to our Data Engineering team
Own/manage Weekly QA tool and business logic
Effectively manage and prioritize multiple concurrent projects, establish realistic timelines, coordinate resources, and manage escalations to stakeholders
Develop and maintain project plans, timelines, and documentation using project management tools (Asana, Smartsheet) to track progress and ensure accountability
Lead cross-functional teams through project lifecycle from planning through execution and closeout, ensuring clear communication and alignment on deliverables
Monitor project health, identify risks and dependencies early, and implement mitigation strategies to keep projects on track
Conduct project retrospectives and document lessons learned to drive continuous improvement in project execution
Create and maintain project status reports, dashboards, and communication materials for stakeholder visibility
Has a vested interest in seeing projects through and understands their role in the broader Operational scope
In partnership with "Taxonomy Taskforce," input into taxonomy development and, ultimately, taxonomy maintenance and rollout