[Hiring] SVP Client Operations @M Booth Health

Role Description

The Senior Vice President of Client Operations is the agency-wide leader of the Project Management discipline at M Booth Health. This role will report to and partner with the Head of Operations to set the vision, standards, and expectations for how project management enables outstanding client work, healthy teams, and a sustainable business.

This leader will build consistency across the agency and translate it into practical ways of working within client teams. They will lead, mentor, and develop the PM team; strengthen collaboration across Account, Creative, Strategy, specialty disciplines, Finance, and Operations; and ensure teams have the clarity, tools, and operating discipline needed to deliver excellent work.

The ideal candidate is both strategic and hands-on: able to see the system, identify where greater rigor will create value, and design and implement the right level of process without over-engineering. They are a facilitator of change, a credible partner to senior leaders, and an early adopter who thoughtfully validates and advances new tools, technology, and AI-enabled ways of working.

This role leads with humanity, neutrality, and authenticity. Success requires the judgment and courage to pressure-test assumptions, respectfully challenge established ways of working, and help the agency continuously raise the bar.

Qualifications

• 15+ years in Project Management, Operations and/or Client Operations within an agency environment
• Experience leading Project Management teams
• Strong - strategic and tactical - operational, financial and resource management expertise
• Experience building scalable processes and driving adoption
• Excellent executive communication and influence skills
• Experience leading organizational change
• Healthcare communications experience is a plus, but not required
• Curiosity and practical experience with AI and emerging technologies

Requirements

• Lead the Project Management function and serve as the senior voice for the discipline across the agency
• Partner with Head of Operations to define the PM vision, operating model, role clarity, competencies, and expectations at every level
• Manage, mentor, and develop PM talent through consistent coaching, feedback, career planning, and growth opportunities
• Build a strong, connected PM community that shares knowledge, raises issues early, and seeks continuous improvement
• Assess team structure and capabilities; identify hiring, training, and development needs in partnership with the Head of Operations and Human Resources
• Model calm, accountable, solutions-oriented leadership, especially in complex or high-pressure situations
• Establish and implement consistent agency-wide project management standards, playbooks, templates, cadences, and governance
• Identify where additional structure will improve quality, speed, collaboration, profitability, or team experience, and where process can be simplified or removed
• Create practical systems that are clear enough to drive consistency and flexible enough to meet the needs of different clients, teams, and assignments
• Partner with client teams to embed standards into day-to-day work, adapting implementation thoughtfully rather than applying a one-size-fits-all approach
• Define clear ownership and decision-making across Project Management, Account, Creative, Strategy, and other integrated disciplines
• Partner with senior client and discipline leaders to strengthen project setup, staffing, delivery, risk management, and operational health across accounts
• Provide senior oversight and counsel within complex, high-risk, or high-visibility programs and portfolios
• Ensure teams develop realistic scopes, staffing plans, budgets, timelines, workback schedules, and delivery plans with input from the right disciplines
• Create visibility into project health, risks, decisions, dependencies, and corrective actions; escalate early and constructively when needed
• Lead or support account transitions, new client onboarding, and operational stabilization efforts
• Facilitate retrospectives and translate lessons learned into improvements that benefit the broader agency
• Partner with Finance, Operations, and Account leadership to improve forecasting, utilization, capacity planning, and profitability
• Strengthen the connection between scopes of work, staffing plans, timelines, time reporting, and financial performance
• Help PMs and client teams proactively manage scope, burn, change requests, out-of-pocket costs, and delivery tradeoffs
• Establish meaningful reporting and health indicators that support better decisions without creating unnecessary administrative burden
• Use operational and financial data to identify patterns, risks, and opportunities across the agency
• Lead the evaluation, validation, implementation, and adoption of project management and workflow tools across the agency
• Champion effective use of existing platforms while identifying opportunities to consolidate, simplify, or improve the agency tool ecosystem
• Partner with Operations, IT, Finance, and agency teams to pilot and scale AI-enabled and automated ways of working responsibly
• Stay current on emerging practices and tools, translating relevant innovation into practical agency advantage
• Act as a neutral, trusted facilitator who can bring varied perspectives together, surface root issues, and move teams toward decisions
• Pressure-test systems, assumptions, and established practices with respect, curiosity, and a focus on better outcomes
• Create clear change plans that address stakeholder alignment, communication, training, adoption, and reinforcement
• Balance urgency with empathy, helping teams navigate change while protecting the culture and humanity that make M Booth Health distinctive
• Contribute to agency planning and leadership discussions as a strategic operator and advocate for sustainable, high-quality work

Benefits

• A workplace that’s alive with courage, ideas, respect and humanity
• Professional growth and development programs to help advance your career
• Comprehensive health care and wellness plans for your entire family
• A 401(k) Savings Plan and Flexible Spending Accounts
• Paid holidays, Unlimited Paid Time Off (Personal, Sick, Vacation), and Summer Fridays and Sabbatical Leave
• Additional Perks: Family Leave, Well-Being Programs, and Commuter Benefits