Salary Range: 195000 to 249000 (Currency: USD) (Pay period: per-year-salary)

Key Responsibilities

• Operational Excellence and Process Standardization:
• Develop and implement standardized processes for resource requests, delivery, quality assurance, and internal reporting (utilization, capacity, billability) using existing agency platforms, such as Kantata, as well as making recommendations for new ones
• Adapt and integrate various business models into our processes: Fixed pricing, deliverable-based pricing, managed vendor and time and materials
• Oversee the development of SKU-based pricing and capacity forecasting for appropriate deliverable-based work
• Continuously improve proposal and scoping accuracy through ownership of budgeting processes and audits against time entry


• Capacity Planning and Resource Management:
• Own Digital capacity planning, accounting for multi-disciplinary teams, third-party contractors and internal constraints such as client conflicts and availability
• Implement weekly staffing forecasts and capacity planning processes to ensure optimal resource allocation and conflict avoidance - while Highwire plans billability monthly, we aim to schedule work weekly to avoid overlaps and overcommitment
• In partnership with our finance team, manage freelance and contractor budgets against planned capacity and spend, ensuring additional capacity is deployed only where necessary and justified


• Client Relationship Management:
• Participate in and manage client-facing activities, including ownership of key/high-value work for Highwire’s most important clients
• Work in partnership with Client Relationship Managers (CRMs), account leads and practice leads to build a strong understanding of key clients’ businesses, verticals, preferences, technical requirements and operational nuances
• Identify client growth opportunities and participate in proactive proposals to continually enhance delivered programs (ideally leveraging the repeatable processes outlined above)


• Team Leadership and Development:
• Manage and mentor producers, project managers and delivery specialists, including direct reports
• Hold regular one-on-one meetings and execute performance evaluations for direct reports, leveraging individual OKRs and quarterly targets. Align all goals with the Digital practice and agency objectives
• Foster a positive, collaborative culture that contributes to job satisfaction and team efficiency
• Embrace hybrid staffing models, particularly on smaller accounts, where some level of project management work will be handled by account managers. Facilitate their onboarding to standard processes wherever applicable. 


• New Business and Growth:
• Participate in new business processes for significant opportunities, helping to facilitate the development of new business pitches and proposals
• Collaborate with business development teams to refine existing new business processes, and connect them to our delivery models for a seamless transition from prospect to client workflows


• Cross-Functional Integration:
• Proactively identify integration opportunities and efficiencies between Content Marketing, Social Media Marketing, Creative, Insights & Analytics and Public Relations teams
• Consistently strive to connect operational processes (project management, task management) to business processes (revenue and expenditure tracking)

Qualifications and Experience

• 10+ years of experience in project management, operations or related field, with at least 5 years in a senior leadership role
• Proven track record in developing and implementing operational processes and systems
• Experience working within Content Marketing, Social Media Marketing, Creative, Insights & Analytics or Public Relations
• Experience in service delivery, capacity planning, resource management, and forecasting 
• Change management and internal communications experience is a benefit
• Excellent project management skills with proficiency in relevant software (e.g., Asana, Monday.com, Wrike, Kantata)
• Bachelor’s degree in Business Administration, Project Management, Marketing, Communications, or related field; MBA preferred

Personal Attributes

• Strategic thinker with strong analytical and problem-solving skills
• Detail-oriented with the ability to see the big picture
• Excellent communication and interpersonal skills, able to build trust quickly and effect change with relationship building, not just process deployment
• Adaptable and resilient in a fast-paced, changing environment
• WIllingness to try, fail and try again: A lot of the approaches introduced by this role will be new to Highwire, and may not find their footing first time
• Results-driven with a focus on efficiency and quality
• Strong leadership abilities with a talent for mentoring and developing team

Additional Requirements

• Available to work Monday through Friday during standard business hours in a U.S. timezone (ET or PT preferred)
• U.S. citizen or permanent resident legally allowed to work in the U.S.