Delivery and Operations Manager

Delivery and Operations Manager

Reports to: President

Scope: Agency-wide operations, delivery management, and operational systems

Role Overview

The Delivery and Operations Manager is responsible for ensuring that Macro’s client delivery function, operational systems, and internal processes operate efficiently, consistently, and at scale.

This role connects strategy with execution and systems thinking. It oversees delivery quality across all client accounts while building the operational infrastructure that allows the professional services firm to scale sustainably and grow its set of AI-enabled services.

The position combines operational leadership with hands‑on management of project workflows, systems, and cross‑functional coordination. The successful candidate will ensure that projects are delivered efficiently, teams are aligned, processes are optimized, and leadership has clear visibility into operational performance.

Helpful Experience

Experience may come from client operations, delivery leadership, program management, product operations, support operations, technology, or another high‑volume, client‑focused environment.

Key Responsibilities:

• Ensure high-quality, consistent delivery across client accounts and projects.
• Oversee project planning, timelines, scope, priorities, and delivery standards.
• Identify delivery risks, resource gaps, and bottlenecks early and help teams resolve them.
• Partner with Account Management, Sales, and client‑facing teams to keep delivery aligned with client expectations.

Operations & Process Improvement

• Build and improve practical processes that make delivery more efficient, consistent, and scalable.
• Use tools, frameworks, AI, and automation to improve collaboration, efficiency, accountability, and visibility.
• Identify operational gaps and turn them into clear, actionable improvements.
• Maintain clear operational playbooks and documentation.

Capacity & Resource Planning

• Own the agency capacity planning process and support effective resource allocation across projects.
• Balance priorities across Delivery, Sales, and Operations and ensure new work can be delivered effectively.
• Support smooth onboarding of new team members, clients, and projects.
• Ensure the monthly time tracking and reporting process is followed consistently.

Systems, Reporting & Operational Visibility

• Act as the internal owner of key operational systems, including Productive PSA, Google Workspace, and related platforms.
• Oversee project performance, costs, resource utilization, revenue, and invoicing.
• Develop clear dashboards and reporting for leadership, including key KPIs such as capacity, utilization, project health, and operational efficiency.
• Turn operational data into practical insights and recommendations for decision‑making.

Knowledge & Operational Enablement

• Own the agency knowledge base and ensure key processes, best practices, templates, and frameworks are documented and easy to use.
• Test, validate, and implement AI‑enabled solutions that create measurable value.
• Capture institutional knowledge to support onboarding, consistency, and long‑term organizational maturity.
• Help teams understand not only what the process is, but why it matters.

Cross‑Functional Collaboration

• Serve as a bridge between Leadership, Delivery, Sales, Finance, and HR.
• Support leadership with organizational planning, business improvements, and scaling initiatives.

Experience & Skills

• 5+ years of project, delivery, operations, or program management experience, ideally within a marketing, advertising, communications, production, technology, or similar agency environment.
• Familiar with AI tools implementation.
• Proficiency with Google Workspace. Experience with Productive PSA or comparable project/resource management platforms.
• Experience with tools such as HubSpot, Unifyr, ZINFI, StructuredWeb, Jira, Confluence, or similar platforms is an asset.
• Comfortable working across teams, priorities, and a fast‑changing environment.
• Strong organizational, analytical, and communication skills with a practical, problem‑solving mindset.

Key Success Indicators

• Consistent, high‑quality delivery across client accounts
• Efficient project execution and resource utilization
• Improved operational processes and workflows
• Clear operational visibility for leadership
• Strong collaboration across teams
• A scalable operational foundation that supports agency growth

What We Offer

• Competitive compensation with a clear and achievable bonus structure.
• Full flexibility with a fully remote work environment.
• Comprehensive group benefits, including medical, dental, and more