DrogaClient Operations Director

Position: Droga5 Client Operations Director
Location: New York

Who We Are Droga5, part of Accenture Song, is a creative agency with offices in New York, London, Dublin, Tokyo, and Sao Paulo. We create ideas, experiences, and businesses that influence culture and drive growth for some of the world's most ambitious brands. Client Operations at Droga5 Client Operations is responsible for the operational health, financial performance, delivery excellence, and team effectiveness of our client businesses, ensuring that work is structured, staffed, scoped, and delivered in ways that enable outstanding creative outcomes while maintaining strong commercial performance.

Client Operations leaders build and evolve modern operating models that balance creativity, agility, efficiency, and profitability. They leverage technology and AI-enabled workflows to continuously improve how teams work, collaborate, and deliver value to clients.

Job Summary The Client Operations Director is responsible for the operational leadership of one or more significant client relationships, including direct leadership of the Project Management function supporting those businesses. This role oversees the account operating model, team structure, financial performance, delivery excellence, and ways of working, ensuring the business is designed to deliver exceptional client outcomes while maintaining strong commercial performance and sustainable team health.

The Client Operations Director partners closely with Account, Creative, Strategy, Production, Technology, Finance, and Resource Management leadership to establish scalable operating frameworks, drive business performance, and continuously evolve how teams work. This leader combines deep operational expertise with modern delivery practices, leveraging technology, automation, and data-driven decision making to improve efficiency, visibility, and effectiveness across the account.

Job Responsibilities Project Management Leadership Lead the Project Management team across the account, establishing standards for planning, execution, resource management, and delivery excellence. Build, develop, and mentor a high-performing team of Project Managers, creating clear career paths and growth opportunities. Ensure consistent application of project management methodologies, governance, tools, and best practices across all work streams. Establish accountability for project health, staffing, scope management, schedules, budgets, and delivery outcomes.

Review portfolio-level project performance and proactively identify operational risks, dependencies, and resource constraints. Partner with Project Management leaders to continuously improve ways of working and operational effectiveness. Foster a culture of transparency, collaboration, accountability, and proactive problem solving. Ensure Project Management is viewed as a strategic business partner that enables stronger creative, client, and commercial outcomes. Business & Commercial Leadership Establish rigorous approaches to scope definition, estimation, change management, and approvals.

Ensure all work is appropriately scoped and contracted before initiation. Create visibility into scope consumption, staffing allocations, and resource utilization across all work streams. Partner with Account and Finance leadership to ensure client work is appropriately scoped, staffed, and delivered profitably. Monitor actual performance against scope and budget, proactively addressing variances before they impact business results. Deliver operational reporting, forecasting, and business reviews for agency and account leadership.

Support annual planning, staffing forecasts, revenue projections, and growth strategies. Scope Management & Commercial Governance Resource Strategy & Team Design Design and evolve team structures that balance client needs, employee experience, operational effectiveness, and financial performance. Build agile, multidisciplinary teams capable of adapting to changing business demands and evolving client priorities. Partner with discipline leaders to optimize talent deployment and ensure critical capabilities are available when needed.

Establish clear accountability and operating rhythms across large, integrated teams. Operational Excellence Define and implement best-in-class delivery processes across client engagements. Develop operational frameworks that improve efficiency, transparency, predictability, and quality. Identify operational bottlenecks and implement solutions that improve performance and reduce delivery risk.…