SVP, Client Ops

Overview The Client Operations Lead is accountable for driving operational excellence that strengthens client relationships, improves responsiveness, and delivers a scalable, high-quality client experience across key accounts. This role leads the operational system that underpins delivery - spanning budget stewardship, controls and governance, tools and workflow discipline, and the practical ways of working that ensure campaigns and programs execute with accuracy and confidence.

Responsibilities

1. Client Operations Excellence Delivery Integrity • Own the operational integrity for a key client, ensuring our operating model is delivered with accuracy, consistency and confidence across all teams. • Lead best practice approaches to operational delivery, embedding rigor across workflows, controls, reporting and escalation.

• Act as a senior operational escalation point for complex delivery, governance or execution issues, ensuring swift resolution and minimal client impact. • Partner with Client Leaders and Finance to support scope development, staffing models, resource governance and labor tracking. 2.

Scoping, Budget, Financial Operations Governance • Establish and maintain robust operational controls and audit-ready processes to ensure compliance, transparency, accountability, and effective risk management across delivery activities. • Lead the scoping and QBR processes, ensuring accurate scope definition, ongoing tracking, budget oversight, and alignment between delivery commitments, financial performance, and business objectives. • Partner closely with Finance to drive commercial accuracy, forecasting, budgeting, and financial reporting, enabling informed decision-making and strong governance.

3. Tooling Adoption, Change Management Financial Tracking This role plays a critical part in modernizing how the team manages financial tracking and workflow operations - moving from manual, fragmented processes to integrated, accountable systems. Financial Tracking Modernization • Establish a single source of truth for budget pacing, reconciliation and spend accountability across all campaigns.

• Partner with Finance and Client Leaders to automate recurring financial reporting and reduce manual reconciliation burden. Workflow Management Tool Adoption • Identify and resolve workflow gaps and duplication, ensuring tools function as an integrated operational system rather than isolated point solutions. • Develop and maintain workflow documentation, SOPs and training materials to support sustained tool adoption.

Change Management • Design and execute a structured change management approach for all new tool and process rollouts, covering communications, training, adoption tracking and feedback loops. • Build stakeholder buy-in at all levels, from exec sponsors to day-to-day practitioners, ensuring changes land with clarity and minimal disruption. • Proactively monitor adoption metrics and address non-compliance or usage gaps with targeted enablement, not just enforcement.

• Champion a culture of continuous improvement - gathering user feedback, iterating on tools and processes, and sharing lessons learned across the team. 4. Media Operations Process Redesign A core focus of this role is redesigning and optimizing the client’s end-to-end media operations model to improve clarity, accountability and delivery performance across the full campaign lifecycle.

Optimized Operating Model • Lead and optimize operations for purposes of enhanced client integration, alignment and work product - including campaign lifecycle mapping and workflow standardization. • Conduct automation assessments leveraging OMC capabilities and resources to identify opportunities to reduce manual lift and accelerate delivery. • Establish a harmonized set of operating protocols across media channels, ensuring consistent standards for trafficking, quality control and delivery governance.