SVP Client Operations

M Booth Health•New York, NY

8d•$186,000 - $249,000•Remote

About The Position

We’re not your typical agency. In fact, we don’t want to be. At M Booth Health, we take pride in doing what’s right, not what’s easy. Asking the difficult questions and finding unexpected answers. Pushing ourselves and our clients to think bigger. Moving beyond imposed limits to break through and create real connection. We live our brand promise: Choose to Challenge. We're built to help organizations and brands challenge norms, drive results and improve the health and lives of those who need it most. We believe health communications can change the world. Why? Because we’ve done it before. We’ve been at the forefront of advancing some of the most urgent issues in public health and medicine for decades. Our teams are purpose-built to challenge the status quo and drive results–both for our clients and for the health and well-being of people around the world.

Requirements

15+ years in Project Management, Operations and/or Client Operations within an agency environment
Experience leading Project Management teams
Strong - strategic and tactical - operational, financial and resource management expertise
Experience building scalable processes and driving adoption
Excellent executive communication and influence skills
Experience leading organizational change
Curiosity and practical experience with AI and emerging technologies

Nice To Haves

Healthcare communications experience is a plus, but not required

Responsibilities

Lead the Project Management function and serve as the senior voice for the discipline across the agency
Partner with Head of Operations to define the PM vision, operating model, role clarity, competencies, and expectations at every level
Manage, mentor, and develop PM talent through consistent coaching, feedback, career planning, and growth opportunities
Build a strong, connected PM community that shares knowledge, raises issues early, and seeks continuous improvement
Assess team structure and capabilities; identify hiring, training, and development needs in partnership with the Head of Operations and Human Resources
Model calm, accountable, solutions-oriented leadership, especially in complex or high-pressure situations
Establish and implement consistent agency-wide project management standards, playbooks, templates, cadences, and governance
Identify where additional structure will improve quality, speed, collaboration, profitability, or team experience, and where process can be simplified or removed
Create practical systems that are clear enough to drive consistency and flexible enough to meet the needs of different clients, teams, and assignments
Partner with client teams to embed standards into day-to-day work, adapting implementation thoughtfully rather than applying a one-size-fits-all approach
Define clear ownership and decision-making across Project Management, Account, Creative, Strategy, and other integrated disciplines
Partner with senior client and discipline leaders to strengthen project setup, staffing, delivery, risk management, and operational health across accounts
Provide senior oversight and counsel within complex, high-risk, or high-visibility programs and portfolios
Ensure teams develop realistic scopes, staffing plans, budgets, timelines, workback schedules, and delivery plans with input from the right disciplines
Create visibility into project health, risks, decisions, dependencies, and corrective actions; escalate early and constructively when needed
Lead or support account transitions, new client onboarding, and operational stabilization efforts
Facilitate retrospectives and translate lessons learned into improvements that benefit the broader agency
Partner with Finance, Operations, and Account leadership to improve forecasting, utilization, capacity planning, and profitability
Strengthen the connection between scopes of work, staffing plans, timelines, time reporting, and financial performance
Help PMs and client teams proactively manage scope, burn, change requests, out-of-pocket costs, and delivery tradeoffs
Establish meaningful reporting and health indicators that support better decisions without creating unnecessary administrative burden
Use operational and financial data to identify patterns, risks, and opportunities across the agency
Lead the evaluation, validation, implementation, and adoption of project management and workflow tools across the agency
Champion effective use of existing platforms while identifying opportunities to consolidate, simplify, or improve the agency tool ecosystem
Partner with Operations, IT, Finance, and agency teams to pilot and scale AI-enabled and automated ways of working responsibly
Stay current on emerging practices and tools, translating relevant innovation into practical agency advantage
Act as a neutral, trusted facilitator who can bring varied perspectives together, surface root issues, and move teams toward decisions
Pressure-test systems, assumptions, and established practices with respect, curiosity, and a focus on better outcomes
Create clear change plans that address stakeholder alignment, communication, training, adoption, and reinforcement
Balance urgency with empathy, helping teams navigate change while protecting the culture and humanity that make M Booth Health distinctive
Contribute to agency planning and leadership discussions as a strategic operator and advocate for sustainable, high-quality work

Benefits

A workplace that’s alive with courage, ideas, respect and humanity
Professional growth and development programs to help advance your career
Comprehensive health care and wellness plans for your entire family
A 401(k) Savings Plan and Flexible Spending Accounts
Paid holidays, Unlimited Paid Time Off (Personal, Sick, Vacation), and Summer Fridays and Sabbatical Leave
Family Leave
Well-Being Programs
Commuter Benefits
fully paid medical, dental and vision
a rich 401(k) match with immediate vesting
generous paid time off and sabbatical leave