VP of Services

Augurian•St Paul, MN

20h

About The Position

As Vice President of Services, you’re the person accountable for making sure the agency’s service practices work together—and work for clients. You lead the service delivery organization and you’re responsible for the strategy, quality, and profitability of everything those teams deliver. This isn’t a role where you observe from a distance. You’re in the details when it matters—shaping retainer scopes, resolving cross-team resource conflicts, sitting across from high-profile clients when the conversation needs senior leadership at the table. But your real leverage is in the systems you build: the processes that scale, the team structures that flex, and the culture that makes talented people want to stay and grow. Our clients range from B2B organizations with long sales cycles and CRM-integrated marketing to multi-location businesses across higher education, healthcare, real estate, retail, and grocery. You’ll need proven experience across the spectrum—driving pipeline for lead-based businesses and in-store and ecommerce impact for bricks-and-clicks retail—and the ability to adapt strategy to fundamentally different buyer journeys. You’re also the person driving the consultative and AI-forward evolution of the services org. You’ll push practice leaders to move their teams from execution shops to strategic advisory practices, ensure AI adoption is deliberate and effective across all disciplines, and set the standard for what excellent service delivery looks like. If you’re someone who leads by raising the bar—for clients, for teams, and for yourself—this is the role.

Responsibilities

Service Strategy & Vision Develop and lead the overall services strategy across all practice areas, aligning with client objectives and agency growth goals.
Provide visionary leadership to practice Directors, ensuring strategic coherence across teams while allowing each practice room to evolve.
Set the standard for consultative service delivery—pushing teams to move beyond execution toward strategic advisory partnerships with clients.
Stay ahead of industry trends, emerging technologies, and competitive shifts to keep the services org at the leading edge.
AI Strategy & Organizational Adoption Own the cross-practice AI strategy: set the vision for how AI transforms service delivery across all disciplines.
Hold Directors accountable for meaningful AI adoption within their teams—integration into core workflows, not just experimentation.
Evaluate and approve AI tool investments for strategic fit and client value.
Drive AI-powered innovation in service offerings, identifying opportunities where AI creates differentiated client value.
Services Organization Design Own the design and continuous evolution of the services organization—departments, roles, reporting lines, and cross-functional workflows—in alignment with agency goals set by the CEO and Executive Team.
Determine how talent, practice leadership, AI tools, automation, and external partners are combined to create the most effective service delivery model.
Restructure teams, operating models, and workflows as needed to improve quality, speed, accountability, and scalability—while maintaining clarity, morale, and continuity for clients.
Ensure the services organization is built not only for current delivery needs but for the future-state model of strategic consulting supported by AI-enabled execution.
Scope, Pricing & Retainer Management Serve as the ultimate decision-maker on scope for client retainers—balancing client needs, team capacity, and profitability.
Negotiate and make final decisions on retainer allocations between practice teams.
Own pricing strategy for new and updated retainers, ensuring alignment with margin targets and delivery standards.
Campaign Strategy & Execution Oversight Work with Directors to oversee the development and execution of comprehensive service campaigns across all practices.
Ensure alignment between campaign strategies, client business goals, and overall agency direction.
Step in on high-stakes client engagements to provide senior-level strategic guidance.
Analytics & Performance Measurement Ensure advanced analytics tools are leveraged for campaign performance analysis across all practices.
Ensure actionable insights and recommendations are flowing from analytics into service teams to drive integrated performance.
Hold teams accountable to data-driven decision-making and measurable client outcomes.
Client Relationship Management Act as the senior point of contact for high-profile clients, ensuring strong relationships and sustained satisfaction.
Collaborate with clients to deeply understand their business goals, providing strategic recommendations grounded in cross-practice expertise.
Ensure client engagements across all practices are structured as consultative advisory relationships.
Provide strategic support on business reviews and key client escalations.
Cross-Functional & Organizational Leadership Collaborate with the Executive Team to shape overall agency strategy and growth.
Designate service-delivery technologies to be used across client teams; ensure cohesive adoption.
Direct changes in team processes, structures, and leadership responsibilities that support quality, integration, standardization, and strategic execution across all practices.
Contribute to cross-channel marketing initiatives, ensuring the services org delivers integrated, multi-discipline value.
Services Budget & Utilization Define billable hours and utilization rate targets in partnership with Directors.
Own how team capacity is allocated across clients and projects.
Define headcount needs for the services org—roles, levels, timing, and team structure.
Team Leadership & Director Development Lead, mentor, and hold accountable practice Directors across the services organization.
Foster a high-performance leadership culture where Directors operate with autonomy, accountability, and a shared commitment to excellence.
Provide guidance on service strategy, team structure, and professional development.
Build a leadership bench that can scale with the agency’s growth.
Services P&L Ownership Own the services P&L across all practices: revenue targets, team-level profitability, and utilization performance.
The agency-wide P&L is owned by the VP of Finance & Operations.
Coordinate with Directors on team investment decisions (headcount, tooling, training).
Ensure services P&L rolls up cleanly into agency-wide financial reporting and planning.
Hold Directors accountable to direct latent capacity toward initiatives that advance business goals and team productivity.
Organizational Culture Uphold and promote the agency’s core values, fostering a positive, inclusive, and high-accountability workplace.
Drive initiatives that enhance employee engagement, satisfaction, and retention across the services org.
Set the cultural tone for how distinct practices operate as one cohesive services organization.