Note: The job is a remote job and is open to candidates in USA. Aha Media Group is growing and creating a leadership role to support consistent and predictable client delivery. The Delivery Operations Manager owns capacity planning, workflow visibility, resource allocation, scheduling, dashboards, process improvement, team leadership, and operational escalation across the organization.
Responsibilities
- Own the operational delivery system for Aha Media
- Own resource allocation, project scheduling, and workload balance across the Project Coordinator team
- Build repeatable operational processes and SOPs
- Identify operational bottlenecks before they become client issues
- Use pipeline and active-project data to anticipate staffing needs, and recommend hiring, freelance, or contractor support to leadership
- Monitor active projects across all teams
- Drive workflow follow-up and accountability
- Maintain delivery dashboards and reporting
- Track operational KPIs
- Lead escalation tracking and resolution
- Improve forecasting and delivery predictability
- Setting clear performance expectations for the Project Coordinators and Scheduler
- Ongoing coaching, feedback, and professional development
- Onboarding and training for new team members
- Building consistency in how Project Coordinators manage projects, communicate risks, and document decisions
- Continuous process improvement and implementation of new systems
- Weekly operational meetings
- Design scalable delivery processes
- Standardize project operations
- Improve cross-functional communication
- Implement new operational tools
- Recommend process improvements based on data
- Create operational documentation
- Partner closely with Account Executives to ensure project plans, staffing, timelines, and delivery expectations are realistic and visible
- Establish clear operating expectations between Account Executives, Project Coordinators, and other teams
- Facilitate decisions involving scope, timing and staffing
- Surface risks to account and executive leadership early enough for decisions to be made
- Lead adoption of new workflows, systems, and operating practices
Skills
- 7+ years in project operations, PMO, delivery operations, or agency operations
- Experience leading project managers or coordinators
- Strong resource planning and capacity management experience
- Experience improving operational workflows
- Exceptional organizational skills
- Excellent communication skills
- Comfortable working with multiple competing priorities
- Experience using project management, resource planning, dashboard, and workflow tools; familiarity with platforms such as Airtable, Workfront, Basecamp, Asana, or Smartsheet is helpful
- Agency or professional services experience
- Experience managing performance and coaching team members
- Healthcare experience
- Experience building operational dashboards
- Familiarity with utilization and capacity planning
Company Overview