Head of Account Operations in Amazon PPC Agency

Our client, a fast-growing international e-commerce company scaling multiple brands on Amazon, is looking for an experienced Head of Account Operations to lead its PPC, Account Management, CSM, and Catalogue Coordination functions. This is a senior leadership role with direct ownership of client retention, account health, team performance, and day-to-day operational delivery.

You'll be the primary client-facing CSM and the single point of operational accountability across the account operations function. You'll make sure the right work is being done by the right people, at the right quality, at the right time - while staying close enough to execution to step in when capacity gaps, escalations, or complex account issues require hands-on support.

This role suits someone who combines strong Amazon expertise with excellent client management, leadership, and operational discipline. You should be comfortable making decisions independently, managing multiple priorities, developing people, and taking ownership of client outcomes without needing constant CEO involvement.

About the Company:

The company specializes in high-performance Amazon account and advertising management, trusted by clients for its precision, insight, and results. With steady organic growth and a small, expert team, this is a strong opportunity to take ownership of a critical leadership function and help build a highly efficient, scalable account operations department.

Key Responsibilities:

Client & Account Leadership

Serve as the primary client-facing CSM, owning client relationships, satisfaction, retention, and long-term account health.

Lead client calls, set agendas, communicate strategy, manage expectations, and resolve escalations.

Translate client goals, requirements, and SLAs into clear priorities for internal teams.

Proactively identify underperforming accounts, relationship risks, scope creep, and resource-heavy accounts.

Identify opportunities to improve client outcomes and support organic account growth.

Maintain strong strategic alignment between client commercial goals and Amazon PPC / Account Management activity.

Strategic Account Management

Set and adapt PPC and Account Management strategy across the portfolio based on Amazon best practices and client objectives.

Regularly review account performance, strategic direction, and key risks.

Ensure PPC and Account Management teams are working toward clear commercial objectives rather than operating in isolation.

Coordinate Catalogue priorities, listing and variation work, and compliance requirements with PPC, AM, and client needs.

Step into complex account situations and provide senior-level strategic guidance when required.

People & Performance Management

Manage, coach, and develop PPC, Account Management, and CSM team members through regular 1:1s, performance discussions, and operational check-ins.

Set clear responsibilities, workload expectations, quality standards, and deadlines across the team.

Address performance, communication, quality, and deadline issues directly and promptly.

Monitor team output and ensure contracted capacity is aligned with actual workload.

Identify capability gaps and recommend recruitment, training, contractor support, restructuring, or replacements when needed.

Build a team culture based on accountability, ownership, proactive communication, and high-quality delivery.

Capacity & Resource Management

Maintain clear visibility of team capacity, workload, utilisation, and account complexity.

Allocate accounts, tasks, and responsibilities based on team capability and available capacity.

Identify capacity risks early and adjust resources before client delivery is affected.

Maintain practical contingency coverage for critical accounts and functions.

Reassign workloads and operational priorities as business and client needs change.

Project Management & Operations

Own day-to-day project management in Click Up, ensuring clear task ownership, deadlines, and visibility.

Establish and enforce operational cadences for reporting, optimisation cycles, client deliverables, and account reviews.

Ensure client requirements and internal priorities are translated into clear, actionable tasks.

Continuously improve workflows, processes, and team structures to eliminate inefficiencies.

Build an operating environment that reduces unnecessary CEO involvement while keeping the business strategically aligned.

Quality Control & Delivery

Quality-control PPC and Account Management outputs against client requirements and internal…