Associate Director, Operations

PHM is the leading health media agency in the US, built for the modern healthcare experience. Here, industry depth meets media scale, where data becomes direction, where creativity and storytelling bring truth to life, and where orchestration replaces fragmentation.

Dedicated to making brands discovered, PHM redefines what media can do through data, content, and creativity. Because in modern healthcare, the brands that are found are the ones that lead. And when brands lead, advantage follows. Go deeper. Be found.

What is Client Operations?

Operations serves as a trusted advisor and business partner, connecting the dots across teams and maintaining a pulse on key business metrics. Our team ensures smooth operations by managing cross-functional tasks efficiently and effectively. Our mission is to drive team productivity, facilitate key processes, and proactively steward the business to success.

The Associate Director, Operations supports operational excellence across the business by driving financial accuracy, workflow consistency, project coordination, and process improvement. This role partners closely with cross-functional teams to ensure smooth day-to-day operations while identifying opportunities to increase efficiency and remove barriers. The ideal candidate brings strong organization skills, attention to detail, and the ability to manage multiple work streams in a fast-paced environment.

Financial Oversight & Reporting

• Support end-to-end financial management, including budget authorizations, tracking, client billing, and supplier invoice reconciliation.
• Partner with Finance and Procurement to deliver accurate and timely financial reporting (e.g., planned vs. actuals, delivery reporting).
• Troubleshoot financial discrepancies and maintain data integrity across systems and tools.
• Support scope tracking, hours reporting, change orders, and understanding of contractual requirements.

Operational Tools, Systems & Processes

• Manage and enhance tools, systems, and processes that enable strong operational performance across teams.
• Train planning/investment teams on operational tools and best practices, ensuring compliance and consistency.
• Identify workflow gaps and collaborate on process improvements that increase efficiency and accuracy.
• Maintain documentation, guides, and training materials to support adoption and standardization.

Project Management & Coordination

• Coordinate operational components of large initiatives and cross-functional work streams.
• Track milestones, risks, and dependencies to ensure timely and successful execution.
• Provide clear, consistent updates to internal stakeholders and elevate challenges as needed.

Cross-Functional Partnership

• Build strong relationships across planning, investment, operations, finance, and reconciliation teams.
• Serve as a day-to-day operational resource, helping teams navigate processes and solve problems in real time.
• Foster collaboration and smooth communication between teams to improve overall workflow and delivery.

Operational Excellence & Continuous Improvement

• Champion data accuracy, compliance, and process best practices.
• Contribute to lessons learned and retrospectives to drive ongoing operational enhancement.
• Proactively identify opportunities to streamline, automate, and optimize core operational activities.

• Minimum 5+ years of operations or project management experience within a media agency, including financial and scoping exposure.
• 2+ years of people or workstream management experience.
• Experience managing internal stakeholders and supporting client-facing relationships, including Procurement.
• Demonstrated experience managing agency financial operations (billing, reconciliation,…