Director, Operations

About the Role

Go Fish Digital is where digital marketing meets clarity, creativity, and scale. As our agency grows and evolves, we are strengthening the systems, processes, and accountability structures that support our teams, clients, and long-term profitability.

The Director of Operations will translate operational ambiguity into consistent cross-team systems and processes. This person will serve as the primary operational partner to client-delivery teams, especially account management, while gradually expanding their ownership across the broader agency.

This person will partner closely with delivery leaders to identify operational gaps, design practical solutions, document expectations, and move initiatives through implementation and adoption. The role is especially important in areas where strong ideas exist, but ownership is fragmented, processes vary by team, or operational improvements have not yet made it across the finish line.

What You’ll Do

You will serve as the primary operational partner for client-delivery teams, helping turn broad expectations into clear, repeatable ways of working.

You will lead more granular operational initiatives that directly affect the client experience and the quality of delivery across teams. This may include improving how monthly and quarterly reporting is planned and executed, standardizing internal strategy meetings, clarifying how client calls and decisions are documented, strengthening cross-team collaboration, or creating more consistent expectations around account management and delivery.

You will work with functional leaders to understand what is needed, identify where responsibilities or workflows are unclear, and build solutions that are practical enough to be adopted. You will not replace delivery leadership or own service strategy; rather, you will provide the structure, project leadership, documentation, and accountability required to operationalize decisions successfully.

You will also manage the Operations Manager, oversee the execution of recurring operational processes, and gradually expand your ownership across broader agency operations.

Client-Delivery Operations

• Serve as the primary operational partner to Client Strategy and client-delivery leadership, identifying and addressing gaps that affect client-facing work, deliverables, communication, and cross-team coordination.
• Define clear purpose, ownership, timing, inputs, standards, and expected outcomes for key client-delivery workflows, ensuring processes remain practical, scalable, and aligned across teams.
• Help delivery leaders move operational initiatives from discussion through documentation, implementation, adoption, and ongoing maintenance, addressing team-level practices that create unnecessary inconsistency or conflict with agency standards.

• Translate delivery-team needs and leadership decisions into clear workflows, responsibilities, timelines, SOPs, and measures of success.
• Lead cross-functional initiatives and working sessions that align client strategy, project management, service teams, sales, finance, and operations around clear decisions, owners, and next steps.
• Identify and resolve root causes, handoff gaps, duplicated effort, and unclear ownership while balancing team-specific needs with agency-wide consistency and scalability.
• Lead rollout, communication, training, adoption, and ongoing refinement of new or revised processes.

• Own the quality and effective facilitation of the sales-to-services handoff, client onboarding, offboarding, service changes, and other significant client transitions.
• Establish reporting and accountability structures that surface transition risks, delays, and…