Operations Manager

I. Role Overview

The Operations Manager at MKYCOMM ensures that agency commitments translate into clear plans, coordinated execution, and reliable delivery.

Working closely with Account Managers and department leads, you oversee internal workflows, project timelines, resource planning, and scope control. You identify delivery risks early, resolve operational blockers, and lead corrective action when projects move off track.

Reporting directly to the Managing Director, you maintain the systems, processes, and reporting that give the agency clear visibility into delivery performance and team capacity.

You have the authority to coordinate work within approved priorities, enforce agreed workflows, and lead recovery plans with department leads. Changes affecting client commitments, additional expenditure, or competing business priorities require approval from the appropriate decision-maker.

II. The Five Pillars of Responsibility

1. Action Plan Architecture

• Collaborative Planning: Partner with Account Managers and department leads to translate approved strategies and scopes into detailed action plans, with clear deliverables, task owners, milestones, dependencies, and approval stages.
• Delivery Readiness: Confirm that briefs, scope, effort estimates, resources, and timelines are sufficiently defined before work begins. Identify missing inputs and coordinate their resolution.
• Execution Oversight: Monitor progress across active projects and retainers, ensuring that teams work against agreed plans and priorities.
• Risk Identification: Identify potential delays, conflicting dependencies, and delivery bottlenecks early. Assign corrective actions and escalate decisions when necessary.

2. Scope, Timeline & Resource Governance

• Scope Control: Monitor delivery against approved scopes, deliverable quantities, and revision allowances. Work with Account Managers to document additional requests and assess their impact before execution.
• Capacity Planning: Maintain visibility into team workloads and availability. Coordinate resource allocation with department leads and flag capacity constraints before commitments are made.
• Effort Monitoring: Review estimated versus actual effort and remaining workload to identify over-servicing, repeated revisions, and potential overruns.
• Timeline Recovery: Lead recovery planning when delivery moves off track. Agree revised task sequences, resource arrangements, and corrective actions with the relevant teams, obtaining approval where client commitments or expenditure are affected.
• Continuous Improvement: Review delivery data and recurring issues to improve planning accuracy and prevent repeated operational breakdowns.

3. Team Alignment & Internal Coordination

• Operational Alignment: Ensure that Account Managers and delivery teams share a clear understanding of priorities, responsibilities, deadlines, and dependencies.
• Blocker Resolution: Act as the primary coordination point for operational blockers and conflicting delivery requirements. Establish an owner, action, and resolution deadline for each issue.
• Brief & Feedback Coordination: Work with Account Managers to ensure that approved briefs and consolidated client feedback are complete, clear, and reflected accurately in execution tasks.
• Delivery Reviews: Coordinate internal review and approval stages before client submission. Department leads remain responsible for the creative, technical, and professional quality of their teams’ work.
• Escalation: Present unresolved priority conflicts and material delivery risks to the Managing Director with their impact, available options, and a recommended course of action.

4. SOP Custodianship & Process Integrity

• Process Documentation: Lead the development and maintenance of operational SOPs with the relevant process owners. Maintain approved documentation in Google Workspace with clear ownership and version control.
• Workflow Implementation: Translate approved SOPs into practical workflows, templates, checklists, and approval stages used by the team.
• Operational Training: Train and support employees in the agency’s ways of working, including the relevant use of ClickUp, HubSpot, and Google Workspace.
• Compliance Reviews: Conduct periodic reviews of core workflows, document exceptions, and follow through on corrective actions.
• Process Updates: Recommend improvements based on delivery evidence and team feedback, securing approval from the relevant owner before changing established responsibilities or controls.

5. Systems Optimization & Operational Reporting

• ClickUp Management: Maintain the agency’s ClickUp structure, task templates, dashboards, and automations to support clear ownership and dependable project tracking.
• System Alignment: Coordinate operational handoffs between HubSpot, ClickUp, and Google Workspace, ensuring that relevant information is complete and accessible.
• Data Integrity: Establish consistent requirements for task updates, time records, project status, approvals, and delivery documentation.
• Weekly Reporting: Provide the Managing Director with a weekly overview of project health, upcoming milestones, capacity constraints, scope changes, effort overruns, and decisions required.
• Operational Insight: Turn delivery data into practical recommendations that improve predictability, resource use, and agency performance.

III. Qualifications

• Experience: Minimum 5 years of relevant experience in agency operations, project management, or integrated delivery management, including demonstrated responsibility for cross-functional delivery and resource planning.
• Agency Understanding: Experience coordinating work across creative, content, media, and technology teams, with an understanding of project-based and retainer-based services.
• Project Planning: Proven ability to build executable plans using realistic effort estimates, milestones, dependencies, and approval requirements.
• Resource & Commercial Awareness: Experience managing workloads, monitoring estimated versus actual effort, identifying over-servicing, and assessing the impact of scope changes.
• Systems Proficiency: Strong working knowledge of project management platforms, including workflow configuration, dashboards, and reporting. Advanced ClickUp experience is preferred, alongside proficiency in Google Workspace and familiarity with HubSpot.
• Problem-Solving & Leadership: Ability to resolve operational conflicts, influence cross-functional teams, and lead recovery efforts with clear judgment and empathy.
• Communication & Analysis: Strong written and verbal communication skills, with the ability to present operational data, risks, and recommendations clearly.