Note: The job is a remote job and is open to candidates in USA. Storyteller is a high growth B2B SaaS platform that integrates Stories into client platforms to enhance user engagement. The Client Operations & Delivery Lead is responsible for leading a multidisciplinary team and managing high-volume operations for a major sports client, ensuring clarity and quality in project delivery.
Responsibilities
- Lead and develop the multidisciplinary team delivering work for the account
- Maintain one clear operating picture across priorities, owners, deadlines, dependencies, risks and decisions
- Set the team's workload and standards, inspect delivery and intervene early when quality, pace or performance slips
- Run a high volume of work across content, publishing, design, analytics, client projects, releases, integrations and AI-enabled services
- Turn unclear requests into a practical plan: the outcome, scope, owner, next action, dependency, deadline and decision required
- Use operating, audience and delivery data to diagnose problems and make decisions, not simply report activity
- Work closely with design, content, product, engineering, support and client leaders without pretending to replace their specialist judgement
- Help functional leaders manage priorities and handoffs, provide operational cover when they are unavailable and prevent one account from consuming all of their capacity
- Lead large, ambiguous operational projects, including audits and migrations, while keeping live delivery moving
- Improve the operating system itself. This includes simplifying fragmented tracking, moving appropriate work from Airtable into Linear and building useful review rhythms, automations and controls
- Recognise when a growing area needs clearer ownership, a different process or a specialist hire; define the need, help hire the right person and make the resulting capability work
- Prepare concise, accurate client updates and lead day-to-day delivery conversations, including incidents and difficult news
- Make sensible day-to-day decisions independently and escalate only the decisions that genuinely need senior or specialist input
Skills
- High agency: you create forward motion without waiting for perfect instructions
- Strong judgement: you can decide what matters now, what stops, what waits, what needs more evidence and what needs escalation
- Direct people leadership: you have set standards, allocated work, coached people, handled performance problems and remained accountable for the team's output
- Operational grip: you can run several different workstreams at once without losing the detail or drowning the team in process
- Numeracy and analytical ability: you can interrogate imperfect data, find the signal and turn it into a decision
- Clear communication: you can explain complex work simply to team members, specialists and senior client stakeholders
- Cross-functional range: you are comfortable working across content, design, analytics, projects, product, engineering and service delivery
- Systems thinking: you improve the mechanism behind the work rather than relying on repeated manual effort or individual heroics
- Practical AI fluency: you use AI and agents to improve real operating loops, validate the output and drive adoption
- Pace and resilience: you can stay calm, make decisions and reorganise the work when priorities change quickly
- Attention to detail: you notice the small errors, weak handoffs and missing ownership that become larger problems later
- Genuine interest in basketball and sport: you understand how live games, tentpoles, player news and the shape of a season change operational priorities
- Relevant experience may come from client operations, delivery leadership, content or publishing operations, programme management, product operations, support operations, media, sport or another high-volume environment
Benefits
- Fully remote working anywhere in the US!
- 33 Days Paid Leave and Benefits
- Modern tooling environment where we expect thoughtful use of AI to improve speed, quality, repeatability, and team performance
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