Senior Director of Business Operations, Experiential Events

TH Experiential•New York, NY

5d•Remote

About The Position

TH Experiential is an experiential marketing and events agency with a 20-year history of building immersive brand worlds for global clients. The agency is in a growth stage and is scaling its team and business. The Senior Director of Operations is a senior leadership role responsible for building and running the agency’s day-to-day operating model. The role combines system-building with hands-on work across teams to understand how work moves and establish standardized, repeatable practices from intake and RFP through delivery and close-out. The director leads through team leads and program managers, sets operating standards, and ensures the agency follows them. The role owns the operating framework across the full client and project lifecycle, including SOPs, workflows, operating rhythms, project delivery, resourcing and capacity planning, hours forecasting, project profitability, margin management, performance reporting, and operational accountability. It builds metrics, dashboards, and reporting that give leadership visibility into project health, hours, margins, capacity, and risks; surfaces issues early and drives corrective action; and leads the weekly operating cadence across functions. The director also develops team leads through clear expectations, scorecards, and regular coaching. The position is remote within the United States and operates primarily on Eastern Time, with occasional travel as the work requires.

Requirements

8–10+ years of operations leadership experience in a deadline-driven, client-service business such as an agency, production, or events organization.
Experience building operating systems and getting teams to follow them, including implementing processes in practice.
Hands-on approach and comfort working in operational detail as well as at a strategic level.
Ability to hold teams to standards, address gaps directly, and escalate issues requiring leadership attention.
Strength in capacity and resource planning, project profitability, and building KPIs and scorecards tied to efficiency, profitability, and scale.
Experience developing managers into leaders and leading through others rather than carrying the work personally.
Ability to maintain standards across a distributed team.
Clear, direct communication and strong follow-through.

Nice To Haves

Experience running or adapting a formal operating system such as EOS, including meeting cadence, scorecards, and accountability structures.

Responsibilities

Own and evolve the agency’s operating framework across the full client and project lifecycle.
Build and enforce SOPs, workflows, and operating rhythms so projects are consistently set up, scoped, staffed, and tracked.
Own project delivery across pitch, execution, close-out, and follow-up, ensuring work is delivered on time and on margin.
Own hours forecasting and capacity planning across proposal, project, and support teams; anticipate demand and plan resourcing ahead.
Own project profitability by ensuring budgets reflect actual hours and costs, change orders are priced and signed before work is done, and margins are tracked in real time.
Identify where projects gain or lose margin and apply those insights to pricing and planning.
Build metrics, dashboards, and reporting that provide leadership with visibility into project health, hours burn, margin, and operational risk.
Surface risks early and drive corrective action.
Own the weekly operating cadence across functions, communicating priorities, owners, and outcomes to leadership and ensuring commitments and gaps are addressed.
Develop team leads through clear expectations, scorecards, and regular coaching.
Lead through team leads and program managers, holding the agency to operating standards.