The Director of Client Operations oversees the entire client work pipeline, ensuring seamless execution of branding, web design projects, marketing support tasks, and all client-related services. This role focuses on operational strategy, team leadership, workflow optimization, and profitability while maintaining the highest quality standards for deliverables.
The position reports directly to the CEO and is responsible for managing team members working on client projects, ensuring accountability, and creating a balance in workload distribution. Key priorities include refining processes, maximizing resource efficiency, and meeting profitability targets.
This is a remote position where you will be working 38 to 40 hours on weekdays, with very occasional weekend and overtime work.
About the Job
Location: Fully remote, open to U.S.-based candidates.
About the Team: This role is central to Connective’s client services team, leading a diverse group of project managers, marketing managers, specialists, developers, designers, and support staff to deliver exceptional client work.
Where You’ll Fit In: The Director of Client Operations is the linchpin for client-facing services. You’ll lead efforts to improve workflows, optimize team utilization, ensure profitability, and uphold the highest quality standards. You’ll also play a critical role in hiring, KPI development, and reporting directly to the CEO.
Essential Duties
- Manage and lead all team members responsible for client work, ensuring accountability and performance.
- Oversee workload distribution, balancing assignments for efficient team utilization.
- Refine and create processes to improve workflow and operational efficiency.
- Monitor budgets, margins, and profitability for all client projects and overall company profitability.
- Set and track KPIs for profitability and resource allocation.
- Collaborate with managers to set profitability targets and streamline execution.
- Create and deliver detailed performance and KPI reports directly to the CEO.
- Drive hiring decisions by identifying resource needs and overseeing recruitment.
- Intervene on projects with significant issues, providing expert-level support to resolve problems and maintain client satisfaction.
- Continuously develop and improve SOPs in collaboration with team members.
- Offer insights into project and team performance, contributing to strategic decision-making.
What We Offer
At Connective, we believe exceptional leaders achieve exceptional results. Here’s what you can expect:
- Competitive salary with performance-based bonuses.
- Medical, dental, and vision insurance.
- 401K with company match.
- Accrual-based PTO, increasing with tenure.
- Sixteen paid holidays, including a week off between Christmas and New Year, plus one floating holiday.
- Fully remote work with semi-flexible scheduling.
- Opportunities to shape operational strategy and contribute to company growth.
Education, Skills, and Experience
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- At least 7 years of experience in operational roles, with 3+ years in a leadership position.
- Strong background in process creation, SOP development, and workflow optimization.
- Proven track record of managing cross-functional teams in a client-focused environment.
- Exceptional data-driven decision-making and KPI management skills.
- Experience with project management tools (e.g., Asana) and analytics platforms.
- Outstanding problem-solving abilities, with expertise in resolving project and team challenges.
- Excellent communication skills, capable of presenting insights and strategies to the CEO.
- Strong organizational skills and attention to detail, with a focus on continuous improvement.
If you’re a process-oriented, data-driven leader with a passion for operational excellence, we’d love to hear from you. Join Connective and help us deliver outstanding results for our clients.
