Operations & Client Success Lead

Epic Transformation is a strategy-driven marketing agency that helps organizations strengthen their brand, build meaningful connections, and drive measurable growth through thoughtful marketing and communications. We serve as an extension of our clients' teams, providing strategic guidance, content marketing, digital communications, brand positioning, email marketing, and community engagement that help organizations increase visibility, build credibility, and create lasting impact. We are building a team of professionals who take ownership of their work, think strategically, communicate proactively, and are committed to delivering an exceptional client experience every day.

We are seeking an experienced Operations & Client Success Lead to oversee day-to-day agency operations and client experience. This role will keep projects moving, coordinate the internal team, manage client communication, and ensure work is delivered accurately, on time, and to Epic Transformation's standards.

The Lead will serve as the connection point between clients, the internal team, and the CEO. The right person is organized, proactive, detail-oriented, and comfortable taking ownership of projects and priorities without needing constant direction.

Employment Type: Part-Time Independent Contractor, with the opportunity to transition to a W-2 full-time position

Location: Hybrid (New Jersey)

• Serve as a primary day-to-day contact for clients.
• Lead client onboarding and help coordinate kickoff meetings.
• Manage client communication, check-ins, feedback, and approvals.
• Keep clients informed of project status, timelines, and next steps.
• Monitor client satisfaction and address issues promptly.
• Ensure client deliverables are completed accurately, professionally, and on schedule.

• Own and maintain PM Software, including tasks, assignments, deadlines, and project status.
• Coordinate content workflows across client accounts.
• Assign and track work across team members.
• Monitor project timelines and follow up on outstanding work.
• Identify workflow issues and implement practical solutions.
• Create, maintain, and enhance SOPs and internal documentation.
• Help establish processes that make the agency more organized and efficient as it grows.

• Monitor team workload, priorities, and deadlines.
• Follow up on assignments and hold team members accountable for commitments.
• Review deliverables for completeness, accuracy, and alignment with client expectations.
• Identify bottlenecks and work with the team to resolve them.
• Ensure team members have the information and resources needed to complete their work.

• Prepare weekly KPI and operational reports for the CEO.
• Track client, project, and agency metrics.
• Provide the CEO with visibility into client accounts, team workload, deadlines, and operational issues.
• Support strategic initiatives and internal projects.
• Identify opportunities to improve efficiency, client experience, and agency operations.
• Bring solutions and recommendations to the CEO when issues arise.

• 10+ years of experience in operations, project management, account management, client success, or a related role.
• Agency experience.
• Knowledge of social media or digital marketing.
• Strong organizational and time-management skills.
• Ability to effectively manage multiple clients, projects, and deadlines.
• Experience creating SOPs and improving workflows.
• Experience coordinating contractors, freelancers, or remote teams.
• Strong attention to detail and follow-through.
• Ability to thrive in a fast-paced environment
• Experience with project management platforms such as Click Up, Asana, , or similar.
• Experience with Google Workspace.
• Ability to work independently, prioritize effectively, and take ownership.
• Experience with Canva preferred.
• Familiarity with social media scheduling platforms preferred.