[Hiring] Client Operations & Delivery Lead @Storyteller

Role Description

This role leads the team and operating system behind one of our largest and most important client relationships: a globally recognised organisation in major US sport. The work is high-volume and unusually broad, spanning:

• Content and publishing operations
• Design delivery
• Analytics and analysis
• Client projects
• Product and engineering coordination
• Releases and integrations
• Live-event readiness
• A growing set of AI-enabled services

We need one strong operational generalist who can see the whole picture, lead the people doing the work, and ensure priorities become completed outcomes. You will:

• Give the team clarity, pace, and high standards
• Help specialists do their best work
• Stop important work from depending on senior leaders chasing it

This is an operational and people-leadership role. It is not primarily a product-management, sales, or account-director position.

What You Will Own

• Lead and develop the multidisciplinary team delivering work for the account
• Maintain one clear operating picture across priorities, owners, deadlines, dependencies, risks, and decisions
• Set the team's workload and standards, inspect delivery, and intervene early when quality, pace, or performance slips
• Run a high volume of work across content, publishing, design, analytics, client projects, releases, integrations, and AI-enabled services
• Turn unclear requests into a practical plan: the outcome, scope, owner, next action, dependency, deadline, and decision required
• Use operating, audience, and delivery data to diagnose problems and make decisions
• Work closely with design, content, product, engineering, support, and client leaders
• Help functional leaders manage priorities and handoffs
• Lead large, ambiguous operational projects, including audits and migrations
• Improve the operating system itself
• Recognise when a growing area needs clearer ownership, a different process, or a specialist hire
• Prepare concise, accurate client updates and lead day-to-day delivery conversations
• Make sensible day-to-day decisions independently

What Good Looks Like

• The team knows what matters, what they own, when it is due, and what good looks like
• Material work has a current owner, status, next action, and decision path
• Missed commitments and quality problems trigger early intervention
• Content and design work has active capacity, priority, and handoff management
• Large projects are broken into workable phases with clear leadership and follow-through
• Client updates are timely, candid, and connected to real delivery state
• Repeated operational pain becomes a better process, tool, automation, or ownership model
• AI is used to improve speed, analysis, quality, and repeatability
• Senior leaders can set direction and inspect outcomes without running the account's daily work

What We Are Looking For

• High agency: you create forward motion without waiting for perfect instructions
• Strong judgement: you can decide what matters now
• Direct people leadership: you have set standards, allocated work, coached people, and handled performance problems
• Operational grip: you can run several different workstreams at once
• Numeracy and analytical ability: you can interrogate imperfect data
• Clear communication: you can explain complex work simply
• Cross-functional range: you are comfortable working across various disciplines
• Systems thinking: you improve the mechanism behind the work
• Practical AI fluency: you use AI and agents to improve real operating loops
• Pace and resilience: you can stay calm and make decisions when priorities change
• Attention to detail: you notice small errors and weak handoffs
• Genuine interest in basketball and sport: you understand how live games and player news change operational priorities

Helpful Experience

• Relevant experience may come from client operations, delivery leadership, content or publishing operations, programme management, product operations, support operations, media, sport, or another high-volume environment
• Responsibility for direct reports and difficult people decisions
• Ownership of several simultaneous workstreams across different disciplines
• A consequential decision made from incomplete evidence
• A process, system, or operating model they materially improved
• An example of helping specialists or functional leaders deliver better
• A capability gap they closed through clearer ownership, process change, or hiring
• Practical AI use that improved a measurable outcome

What This Role Is Not

• A product manager responsible for designing the client's app or owning its roadmap
• A conventional account director focused mainly on relationships, renewals, and expansion
• A creative director replacing the design lead
• A project coordinator who records actions but does not own outcomes
• A specialist expected to personally perform every kind of work on the account

Recruitment Process

• An initial conversation about the role and your relevant evidence
• A time-boxed practical operational exercise
• A live discussion of your work, including a changed constraint that requires you to adapt the plan

The process is designed to test how you organise complexity, lead people, use evidence, communicate, and make decisions in practice.

Salary and Benefits

• CAD 95,000 to CAD 110,000 salary, depending on experience, on a full-time, permanent employment contract
• Fully remote working anywhere in Canada
• 33 Days Paid Leave and Benefits
• Opportunity to work close to major basketball and sports clients
• Modern tooling environment with thoughtful use of AI

Privacy Notice

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