Managing Director Operations

Passport Brand Design•New York, NY

3d•Hybrid

About The Position

The Managing Director of Operations is a senior leader responsible for ensuring the agency operates efficiently, profitably, and in alignment with its creative ambition. Acting as the bridge between strategy and execution, this role oversees people, process, and performance across the organization—enabling sustainable growth while preserving a strong, connected culture. This role requires a leader who combines operational rigor with strong human connection. The MD of Operations brings clarity, trust, and inspiration to how teams work together—creating momentum through collaboration, transparency, and shared accountability.

Requirements

10–15+ years of operational leadership experience within a creative, advertising, or marketing agency.
Experience operating within a networked or global agency environment.
Proven success building and scaling multi-location or distributed teams.
Strong financial and operational acumen with deep understanding of agency delivery models.
Inspiring leadership style with strong communication and relationship-building skills.
Comfortable navigating growth, complexity, and change in fast-paced environments.

Responsibilities

Partner with executive leadership to define and operationalize the agency’s strategic priorities.
Translate creative and business goals into scalable operating models, systems, and success metrics.
Operate effectively within a broader networked environment, ensuring alignment to global standards while protecting agency-specific needs.
Support the implementation of shared operating frameworks, including contract models, to enable flexibility, efficiency, and collaboration across teams.
Lead the design and execution of team structures across locations based on capability needs, efficiency, and client delivery requirements.
Establish and evolve nearshore or offshore hubs to support creative, CX, and production services.
Define staffing models, workflows, leadership structures, and performance standards for distributed teams.
Ensure strong integration across locations through clear processes, communication norms, and shared accountability.
Partner with Finance and Client Leadership to oversee forecasting, margin management, and operational planning.
Identify opportunities to improve profitability through smarter resourcing, scope management, and delivery models.
Support new business by shaping operational approaches, staffing plans, and scalable delivery solutions.
Own agency-wide resourcing and delivery models across full-time, freelance, and distributed teams.
Ensure workflow systems provide visibility into capacity, priorities, and delivery risk.
Partner with department leaders to streamline handoffs, remove friction, and improve speed and quality of output.
Balance efficiency with sustainability, actively addressing workload risk and team health.
Lead with a people-first, human-centered approach that builds trust, clarity, and alignment.
Foster a culture of accountability, collaboration, and continuous improvement.
Partner with People & Culture to ensure organizational design, leadership development, and talent strategy align with business needs.
Serve as a visible, credible leader who brings teams together through change and growth.
Evaluate and evolve tools, systems, and workflows to keep the agency agile and competitive.
Drive operational innovation and automation that improves scalability and consistency.
Establish and monitor key operational KPIs to inform leadership decision-making.