Client Operations Manager; Event or Agency

Client Operations Manager (Event or Agency experience preferred)

Building a Brand Starts with a Story FIRST is a leading global brand experience agency serving clients in various industries, including financial services, technology, new & traditional media, aerospace, healthcare, and professional services. FIRST has received numerous accolades, including being listed among the 2025 Most Innovative Marketing Agencies of the Year by Chief Marketer, named Top Agency of the Year 2024 by Event Marketer, highlighted as a Global Agency of the Year, over 100 Employees by C&IT, and listed among the 200 Top Marketing Agencies in 2024, 2023, & 2022 by Chief Marketer.

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Location:

New York City (in office requirement - hybrid 2 days a week in FIRST NY office).

We’re seeking a detail-oriented and commercially minded Commercial Operations Manager to help drive the financial and operational success to assigned accounts or teams. In this role, you’ll turn commercial strategy into clear processes and insights, equipping delivery teams with accurate reporting, guidance, and operational frameworks that support profitability and scope alignment. This role will collaborate closely with Finance, Data & Analytics, and Account Directors to ensure compliance, maintain service-based pricing structures, and identify risks or opportunities.

This is an ideal role for someone with strong financial acumen, a data-driven mindset, and the ability to connect day-to-day delivery with big-picture business goals.

• Maintain accurate reporting for the dedicated account(s), including utilization, margin analysis, hours charged vs forecast, and resource allocations.
• Conduct variance analysis, monitor utilization trends, and provide actionable recommendations.
• Advise on resourcing, scope design, and pricing strategies to meet margin, utilization, and forecast targets; interpret operational data to flag risks such as scope creep, over utilization, and under-billing; and recommend guardrails to mitigate co-employment and other operational risks.
• Identify potential risks to commercial performance and recommend mitigation strategies.
• Assist in tracking commercial KPIs such as forecast vs. actual hours, delivery profitability, and adherence to rate cards providing analysis and recommendations.
• Support the further development and application of account-specific commercial models in alignment with internal standards and client needs.

• Participate in staffing and resource planning discussions, ensuring alignment with commercial objectives and capacity models.
• Support delivery teams in applying rate cards, time tracking standards, and project classification guidelines.
• Partner with Client Finance to align billing and revenue processes with account requirements.
• Partner with account and FIRST Leadership and Client Services, ensuring real-time visibility into capacity, scope changes, and potential commercial impact.
• Coach delivery managers on commercial best practices, time tracking discipline, and scope management.
• Facilitate delivery team training workshops ensuring clarity on time tracking procedures and standards.
• Communicate guidelines, deadlines, and expectations clearly, effectively, and consistently to ensure team alignment and accountability for service based pricing.
• Ensure the team is operating according to established rules, standard operating procedures (SOPs), and rules of engagement to maximize revenue and project success.
• Assist with tracking and reporting year-over-year (YOY) comparisons for utilization increase, hours charged, and profitability metrics to measure progress.
• Collaborate with the commercial operations team on account audits, reconciliations, and implementation of continuous improvement processes across the business.

• Minimum of 10+ years of experience in commercial operations, finance, or business operations (agency, consulting, or professional services preferred)
• Bachelor’s Degree preferred
• Strong financial acumen including forecasting, variance analysis, and pricing strategy
• Understanding of event planning and…