[Hiring] Director, Operations @Go Fish Digital

Role Description

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

• Serve as the primary operational partner for client-delivery teams, helping turn broad expectations into clear, repeatable ways of working.
• Lead more granular operational initiatives that directly affect the client experience and the quality of delivery across teams.
• Work with functional leaders to understand what is needed, identify where responsibilities or workflows are unclear, and build practical solutions.
• Manage the Operations Manager, oversee the execution of recurring operational processes, and gradually expand 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.
• Help delivery leaders move operational initiatives from discussion through documentation, implementation, adoption, and ongoing maintenance.

Cross-Functional Process Design and Implementation

• 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.
• Identify and resolve root causes, handoff gaps, duplicated effort, and unclear ownership.
• Lead rollout, communication, training, adoption, and ongoing refinement of new or revised processes.

Client Lifecycle and Handoff Governance

• 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 recurring breakdowns.
• Ensure lessons from onboarding issues, client escalations, and post-mortems result in concrete operational improvements.

Process Governance and Accountability

• Establish and govern clear standards, ownership, controls, documentation, reporting, and escalation paths for client-delivery processes.
• Reinforce accountability and continuous improvement by monitoring adoption, addressing noncompliance, and leading retrospectives.

Team Leadership and Operational Execution

• Build an Operations function known for responsiveness, credibility, judgment, and follow-through.
• Manage and develop the Operations Manager by setting clear priorities, expectations, deadlines, and quality standards.
• Delegate day-to-day execution while remaining accountable for the accuracy, timeliness, and effectiveness of the team’s work.

Systems, Data, and AI Enablement

• Oversee the governance, accuracy, and effective use of ClickUp, Salesforce, SCOPE, and other core platforms.
• Ensure systems support client-delivery workflows, reliable handoffs, consistent documentation, and useful reporting.
• Identify opportunities to simplify workflows, improve integrations, and reduce unnecessary manual work.
• Lead the thoughtful adoption of AI and automation across client-delivery and operational workflows.

Profitability and Performance

• Evaluate client-delivery processes through the combined lens of client experience, efficiency, scalability, risk, and margin.
• Support reporting and improvement efforts related to client profitability, scope adherence, utilization, churn, account growth, and delivery quality.
• Identify operational breakdowns that create rework, missed revenue, excess labor, delays, or inconsistent client experiences.
• Partner with finance, client strategy, project management, and service leadership to improve operational and financial outcomes.

Qualifications

• Approximately eight or more years of experience in operations, client services, project management, business operations, or a related field.
• Meaningful experience in a marketing agency, professional-services organization, or similarly complex client-delivery environment.
• Strong understanding of how account management, project management, service teams, sales, and finance work together.
• Demonstrated success improving cross-functional client-delivery processes.
• Experience taking loosely defined initiatives and moving them through implementation and adoption.

Requirements

• Translate broad goals and competing needs into clear, practical plans, workflows, responsibilities, and measures of success.
• Experience developing SOPs, playbooks, standards, and rollout plans.
• Strong follow-through and a willingness to remain involved until a process is functioning consistently.
• At least three years of experience managing and developing people.
• Set priorities, delegate and inspect work, provide direct feedback, and hold stakeholders accountable.
• Strong judgment when ownership is unclear, needs compete, or leaders disagree.
• Ability to partner with functional leaders without taking over their strategic or people-management responsibilities.
• Strong working knowledge of CRM, project-management, workflow, and reporting platforms.
• Practical experience designing AI-enabled workflows or business automations.
• Use operational data to identify risks and guide action.
• Comfort learning new tools and helping others use them effectively.
• Communicate complex discussions through clear written documentation, decisions, expectations, and actions.
• A calm, direct, practical communication style.

Benefits

• Competitive compensation
• Flexible work environment
• Medical, dental, and vision insurance
• Unlimited paid time off
• 401(k) with company match
• Company-paid life and disability insurance
• Paid parental leave
• A collaborative culture with autonomy and ownership
• Employee wellness programs and additional perks