About Client Operations
The Client Operations Department drives client-specific operational excellence across all agency practice areas, including Strategy, Investment, HR, Finance, Invoice Reconciliation, and Agency Administration & Compliance.
We centralize and standardize foundational workflows across all lines of business, bringing together thorough, tactical workstreams to create smarter, faster, and more efficient ways of working. Our team is built for highly organized problem-solvers and plays a critical role in differentiating Collective while providing a strong operational foundation for the agency.
Role Overview
A true practitioner-leader, the SVP, Director, Client Operations is a senior leader responsible for overseeing a growing team across a portfolio of high-profile clients. This individual leads core operational verticals—Budgets & Compliance, Vendor Management, and Tools & Systems—while partnering closely with executive leadership.
This highly visible role offers significant opportunities to drive operational impact, foster cross-functional collaboration, and continue to grow as a leader.
Strategic Leadership-
Partner with VP+ leadership on departmental priorities and talent development
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Serve as the primary liaison to Client Business Leads for operational needs
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Act as the central point of contact for Tools & Systems across internal teams
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Collaborate with Strategy, Investment, and Analytics partners on account initiatives
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Team & Talent Management
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Lead and manage a team of 50+ employees, ensuring high-quality and timely deliverables
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Drive training, coaching, and career development initiatives
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Allocate resources effectively across multiple workstreams
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Financial Oversight & Compliance
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Oversee media system setup (Mediaocean, Prisma, MediaTools) to meet client and agency standards
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Manage financial operations including buy authorizations, billing accuracy, and budget tracking
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Lead audit processes (internal and external) and ensure compliance with client requirements
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Address financial and billing-related inquiries
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Operational Excellence & Process Optimization
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Establish and enforce workflows for billing, reporting, forecasting, and reconciliation
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Identify and implement process improvements to drive efficiency and accuracy
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Ensure data integrity across systems for reporting and operational needs
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Participate in system enhancements, testing, and training
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Global Governance
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Develop and maintain governance frameworks across markets
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Standardize processes, taxonomies, and system setups globally
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Partner with global stakeholders to ensure consistency and compliance
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Cross-Functional Collaboration & Relationship Building
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Act as a trusted advisor and problem solver for internal teams and clients
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Translate data insights into actionable recommendations
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Build strong relationships across agency functions and external partners
What You Bring
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Strong leadership approach with a passion for learning, innovation, and client service
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Ability to manage multiple priorities and deadlines in a fast-paced environment
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Commitment to developing teams through coaching and knowledge-sharing
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Exceptional organization, attention to detail, and problem-solving skills
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Strong communication skills with the ability to translate data into insights
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Collaborative, solutions-oriented approach with a focus on continuous improvement
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12+ years of agency operations experience (preferred)
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Expertise in Mediaocean, Prisma, and/or MediaTools
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Advanced proficiency in Microsoft Office, especially Excel and PowerPoint
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Strong analytical and critical thinking skills
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Experience with compliance frameworks and industry regulations (e.g., GDPR, SOX)
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Proven ability to lead teams and influence cross-functional stakeholders
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Certifications (PMP, Six Sigma) and leadership training are a plus
