Senior Project Manager / Client Operations Lead (Paid Ads)

IMPACT•Cheshire, CT

3d•Remote

About The Position

Swell, IMPACT's paid media agency, is seeking a Senior Project Manager / Client Operations Lead to own the end-to-end operating system for their paid media programs across a portfolio of clients. This role is crucial for ensuring campaigns meet deadlines, designs are client-ready, and team capacity is managed effectively, enabling Swell to scale smoothly. The position involves managing the campaign lifecycle from planning to launch, supporting client communications and approvals, grooming the sprint to protect billable hours, identifying and fixing process friction, maintaining and extending operational templates, and ensuring the integrity of the ClickUp workflow. The role also includes running team rituals, onboarding new members, and partnering with leadership on team and cross-team operations. IMPACT operates on EOS principles, and the ideal candidate will be familiar with or capable of quickly learning these methodologies, including scorecards, quarterly Rocks, Level 10 meetings, and Issues Lists. The role also embraces an AI-forward operating model, encouraging the use of tools like Claude for workflow automation.

Requirements

4+ years running multi-account project or operations management inside an agency, ideally paid media or digital marketing.
Working understanding of how paid campaigns get built and launched (knowledge of launch readiness checklists is key).
Strong ClickUp proficiency, or equivalent fluency in Asana / Basecamp / Trello with a willingness to switch.
Comfort maintaining quality and deadlines with both internal teammates and external clients.
Track record of building or rebuilding processes (via templates, automations, documented workflows), not just executing existing ones.
Direct, clear written communication skills.
Pattern-recognition for capacity risk; ability to notice when a teammate is overloaded before they state it.

Nice To Haves

Experience inside an EOS, Traction, or ScalingUp company.
Familiarity with Looker Studio, Swydo, or other reporting tools.
Comfortable using AI tools (Claude, ChatGPT) inside daily ops workflows.
Experience onboarding clients or team members into a structured operating system.

Responsibilities

Own the campaign lifecycle across every active account, managing the full ClickUp campaign workflow from planning to client approval to launch.
Confirm receipt of campaign details and assets at kickoff, identifying gaps to prevent launch delays.
Own the internal review checkpoint, ensuring assets are cleared before client submission.
Support recurring client calls by updating agendas, capturing decisions, and scheduling next steps.
Manage the client approval cycle, including submitting design direction, surfacing revisions, obtaining sign-off, routing final proofs, and confirming launch.
Set and reset client expectations regarding timelines, communicating any slips in writing with an updated plan.
Groom the sprint to protect billable hours, accounting for each team member's typical unplanned load when planning capacity.
Flag capacity risks before they lead to missed deadlines or burnout.
Surface friction patterns (e.g., scope creep, late assets, ambiguous briefs) and design process changes to address them.
Maintain and extend operational templates, including new client setup, conference backlogs, campaign details forms, and design feedback checklists.
Own ClickUp workflow integrity, including stage-triggered automations, accurate status tracking, and ensuring no orphan tasks.
Document the client communication model to ensure it is transferable.
Run Swell huddles and contribute to Agency Services All-Hands meetings.
Onboard new team members, including employees and freelancers.
Partner with the Ads Team Lead on team-level decisions and with the Director of Agency Services on cross-team operations.
Manage a scorecard, set quarterly Rocks, run a Level 10 meeting for Swell, and work the Issues List.
Look for opportunities to implement AI in repeatable workflows.