Note: The job is a remote job and is open to candidates in USA. Go Fish Digital is a modern marketing collective specializing in performance marketing. The Director of Operations will be responsible for translating operational ambiguity into consistent systems and processes, serving as the primary operational partner to client-delivery teams and managing the Operations Manager.
Responsibilities
- Serve as the primary operational partner to Client Strategy and client-delivery leadership, identifying and addressing gaps that affect client-facing work, deliverables, communication, and cross-team coordination
- Define clear purpose, ownership, timing, inputs, standards, and expected outcomes for key client-delivery workflows, ensuring processes remain practical, scalable, and aligned across teams
- Help delivery leaders move operational initiatives from discussion through documentation, implementation, adoption, and ongoing maintenance, addressing team-level practices that create unnecessary inconsistency or conflict with agency standards
- Translate delivery-team needs and leadership decisions into clear workflows, responsibilities, timelines, SOPs, and measures of success
- Lead cross-functional initiatives and working sessions that align client strategy, project management, service teams, sales, finance, and operations around clear decisions, owners, and next steps
- Identify and resolve root causes, handoff gaps, duplicated effort, and unclear ownership while balancing team-specific needs with agency-wide consistency and scalability
- Lead rollout, communication, training, adoption, and ongoing refinement of new or revised processes
- Own the quality and effective facilitation of the sales-to-services handoff, client onboarding, offboarding, service changes, and other significant client transitions
- Establish reporting and accountability structures that surface transition risks, delays, and recurring breakdowns
- Ensure lessons from onboarding issues, client escalations, and post-mortems result in concrete operational improvements
- Establish and govern clear standards, ownership, controls, documentation, reporting, and escalation paths for client-delivery processes
- Reinforce accountability and continuous improvement by monitoring adoption, addressing noncompliance, and leading retrospectives that resolve recurring operational issues
- Build an Operations function known for responsiveness, credibility, judgment, and follow-through
- Manage and develop the Operations Manager by setting clear priorities, expectations, deadlines, and quality standards
- Delegate day-to-day execution while remaining accountable for the accuracy, timeliness, and effectiveness of the team’s work across onboarding, systems administration, data quality, SOPs, operational support, and recurring audits
- Maintain a clear distinction between high-value operational ownership and lower-value administrative support
- Oversee the governance, accuracy, and effective use of ClickUp, Salesforce, SCOPE, and other core platforms, ensuring appropriate controls are in place to support reliable data and process compliance
- Ensure systems support client-delivery workflows, reliable handoffs, consistent documentation, and useful reporting
- Identify opportunities to simplify workflows, improve integrations, and reduce unnecessary manual work
- Lead the thoughtful adoption of AI and automation across client-delivery and operational workflows, designing well-governed solutions that improve quality, efficiency, consistency, and team capacity
- Evaluate client-delivery processes through the combined lens of client experience, efficiency, scalability, risk, and margin
- Support reporting and improvement efforts related to client profitability, scope adherence, utilization, churn, account growth, and delivery quality
- Identify operational breakdowns that create rework, missed revenue, excess labor, delays, or inconsistent client experiences
- Partner with finance, client strategy, project management, and service leadership to improve operational and financial outcomes
- Establish measurable success criteria for significant operational initiatives
- Ensure process improvements result in practical business value rather than documentation alone
Skills
- Approximately eight or more years of experience in operations, client services, project management, business operations, or a related field
- Meaningful experience in a marketing agency, professional-services organization, or similarly complex client-delivery environment
- Strong understanding of how account management, project management, service teams, sales, and finance work together
- Demonstrated success improving cross-functional client-delivery processes
- Experience taking loosely defined initiatives and moving them through implementation and adoption
- Translate broad goals and competing needs into clear, practical plans, workflows, responsibilities, and measures of success, using strong facilitation and project leadership to address root causes and move work forward
- Experience developing SOPs, playbooks, standards, and rollout plans
- Strong follow-through and a willingness to remain involved until a process is functioning consistently
- At least three years of experience managing and developing people
- Set priorities, delegate and inspect work, provide direct feedback, and hold stakeholders accountable while maintaining productive relationships
- Strong judgment when ownership is unclear, needs compete, or leaders disagree
- Ability to partner with functional leaders without taking over their strategic or people-management responsibilities
- Strong working knowledge of CRM, project-management, workflow, and reporting platforms
- Practical experience designing AI-enabled workflows or business automations
- Use operational data to identify risks and guide action, evaluating potential solutions for business value, complexity, scalability, adoption, and risk
- Comfort learning new tools and helping others use them effectively
- Communicate complex discussions through clear written documentation, decisions, expectations, and actions, while leading effective process rollouts, training, adoption, and change management
- Ability to communicate effectively with executives, functional leaders, managers, and individual contributors
- A calm, direct, practical communication style
Benefits
- Flexible work environment
- Medical, dental, and vision insurance
- Unlimited paid time off
- 401(k) with company match
- Company-paid life and disability insurance
- Paid parental leave
- Employee wellness programs and additional perks
Company Overview