Client Operations Manager

Agency:

Initiative Job Function:

Account Management and Growth Job Subfunction:
Account Management

Job Description:

Team Overview Join a team where operational excellence drives lasting impact on our clients' businesses. As a key member of our global Client Operations team supporting the Amazon account, you will help establish team-wide Operational Standards that directly impact our clients' business by working backwards from client needs, leveraging innovative solutions including AI and automation, and optimizing processes through the intelligent use of technology.

Together, our team acts as expert optimizers and transformational problem solvers who insist on the highest standards, delivering seamless experiences characterized by accuracy and on-time delivery of work. We invent and simplify: streamlining workflows, eliminating friction, empowering teams with clear ownership and accountabilities to spark new ideas, and equipping our people with the cutting-edge tools and knowledge they need to excel.

We operate as one global team while driving deep alignment within each local market. We are customer obsessed and relentless in our pursuit of excellence, committed to continuous improvement, all the time earning trust through transparency, empathy, and care for all stakeholders.

Role Overview We are seeking an experienced Client Operations Manager to join our Operations team supporting the Amazon account. The person in this role will leverage data, tools, process, and AI to optimize and steward foundational work streams across End-to-End Media Operations, Business Operations, and Finance Operations for assigned lines of business. A successful Client Operations Manager takes Ownership well beyond their job description: they drive critical projects forward with a Bias for Action, earn trust with internal stakeholders and clients, and have a track record of diving deep to proactively find gaps in team processes and building creative solutions to close them.

Role Objective This position is responsible for the management of our End-to-End Operations process through the development and maintenance of processes that support critical client deliverables, ensuring accuracy and cross-functional compliance to meet all deadlines. The role owns key operational work streams and serves as a liaison with cross-craft teams to improve process efficiency (saving time) and effectiveness (reducing errors). The Manager must understand the overarching Operations team goals of driving operational efficiency and, ultimately, automation, how those goals translate to every project they contribute to, and consistently Deliver Results despite setbacks.

Operational Responsibilities & Tool Management Leverage knowledge of media buying and operations to identify and develop process enhancements across work streams including budget management, data cleanliness/compliance, and tool maintenance

Own media plan and CMM template updates and workflow rollout (e.g., Workfront) for assigned lines of business, driving standardization across markets

Own finance operations work streams for assigned accounts: billing process documentation and protocol, monthly aging report review with team accountability, and client/product code creation and tracking through finance and media systems

Maintain global staffing documentation and monthly finance communications; keep cross-LOB staff plans current based on approved plans

Oversee trafficking process adherence and brand safety work streams (e.g., Double Verify playbooks, whitelist/blocklist distribution, quarterly performance reviews) for assigned accounts

Enforce process and timeline compliance via appropriate measures (reminders, calendars, project management tools, and team communications)
Ensure…