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Director, Client Operations & Resourcing

Who You Are

You are a process-driven leader, focused on efficiency and scalability. You’re able to understand the macro needs across the agency, ensuring our projects and teams are staffed properly and run effectively to deliver amazing work for our clients. You are digitally and technologically savvy, comfortable implementing and optimizing new tools and/or platforms. You’re the Director, Client Operations we’re looking for, and we want you on our team.


What You’ll Do

Drive Operational Performance to Support Delivery of Client Work

  • Work collaboratively with discipline and project leads to determine appropriate staffing levels to ensure delivery of high quality client work. Initial responsibilities would include resource management leadership and oversight, financial tracking based on staff plans, and vendor/partner management for overflow work.
  • Manage overall “casting” (staffing) of project work, ensuring that the client demand aligns with the scope(s) and overall plan for account growth. 
  • Ensure that each department lead receives the appropriate information/reporting to manage their teams, and work with them to anticipate any potential future needs.
  • Develop, streamline, and innovate best practices across the company to improve resource allocation and increase profitability


Long-term Planning & Forecasting

  • Oversee, manage and help qualify new business leads based on both capacity and new business strategy
  • Perform scenario planning to forecast future demand and plan for business growth.
  • Regularly review and optimize pricing and project learnings and gaps to continually optimize our pricing models
  • Lead and/or support scope development efforts across existing clients and new business, in conjunction with our Account & Production teams
  • Evaluate the skill and expertise across Madwell disciplines to ensure we have the right balance to reach our growth goals.


Engage and Develop High Performing Teams

  • Build productive and positive relationships across the organization at all levels to drive influence
  • Work with the Production team and discipline leads to forecast staffing needs, balancing hiring and freelancing budgets
  • Ensuring proper utilization across departments as well as actively scanning for project risks based on staffing allocations and developing a reporting mechanism to team leads
  • Communicating with leadership on staffing plans and progress


Our Must-Haves

  • An unshakeable desire to keep things organized against all odds
  • Understanding of the fundamentals of project management
  • Deep knowledge of full-service creative agency needs and services
  • Able to handle sensitive and confidential information in a discreet manner
  • Strong leadership qualities and negotiation skills 
  • Strong independent work style (and a bonafide people person)
  • The ability to clearly articulate your ideas, both verbally and in written form
  • Exceptional critical thinking skills; able to balance the analytical with the creative
  • Fluent in Google Workspace, Microsoft Office, various resource management platforms


Where You’ve Been

  • 8+ years aggregated experience across some combination of agency operations, project management, resource management, and capacity planning.


What We Offer

  • Competitive medical, dental, and vision benefits, including a subscription to One Medical
  • Generous vacation policy
  • Retirement plan with matching
  • Performance-based bonuses
  • 12 weeks paid parental leave as a proud member of Pledge Parental Leave
  • Commuter benefits
  • Team and company outings and events
  • Monday morning brunch, free snacks, and coffee & beer on tap
  • Pet-friendly offices


Interested? Please Send Us:

  • Your resume
  • A nontraditional cover letter letting us know why you want in on Madwell 


Our Diversity Commitment

We celebrate diversity in our employees and we’re committed to building a safe and inclusive workplace environment where we all can thrive. We’re proud to be an equal opportunity employer. We encourage future Madwellians from traditionally underrepresented and underserved communities to apply. 

No phone calls or recruiters please.

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