Director of Integrated Omnichannel Media Operations

Job Description

The Director of Integrated Omnichannel Media Operations is the operational quarterback responsible for orchestrating and overseeing the successful delivery of every media campaign across the organization’s endemic and omnichannel ecosystem. This leader ensures campaigns are built to meet the strategic objectives agreed upon with the clients, launch on time, pace accurately, deliver against KPIs, meet financial targets, and maintain compliance across all technical, financial, and regulatory requirements.

This role sits at the intersection of operations, client services, finance, data and product, ensuring cross-functional alignment and operational excellence from pre-launch through wrap-up.

This role assumes a close partnership with sales and marketing teams to translate campaign objectives into deployment plans, with the focus on early risk surfacing and mitigation related to the ability to deliver effectively.

The essential aspects of this job are high-touch collaboration, team + project management, and financial acumen.

Key responsibilities: 

Campaign Delivery Management

• Oversee end-to-end planning and delivery of all omnichannel campaigns, including email, programmatic, social, native, in-platform media, and custom solutions
• Own campaign stage transitions: pre-launch setup, trafficking, QA, in-flight pacing and optimization, and wrap-up
• Maintain real-time visibility into flighting calendars, pacing vs. goals, QA logs, risk logs, and all active campaign statuses
• Ensure all campaigns adhere to internal SOPs, SLAs, QA processes, and escalation paths
• Ensure clear communication of campaign progress, blockers, and performance insights, working closely with analytics and project management

Client Management, Team Leadership & Cross-Functional Collaboration

• Serve as a key point of contact, escalation and troubleshooting with the clients, ensuring top-notch service, feedback loop and strong long-term partnership
• Lead and mentor a multidisciplinary team across operations, PM, and analytics on each assignment
• Partner with PMs on contract oversight, billing timelines, deliverable commitments, and regulatory cycles
• Work closely with finance, product, engineering, and analytics to ensure operational and reporting excellence
• Foster a culture of communication, accountability, and continuous process optimization

Operational Systems & Infrastructure Ownership

• Maintain and optimize all systems essential to omnichannel execution, including:
  • Campaign trafficking and QA tools
  • Client procurement platforms
  • SFTP / secure list transfer infrastructure
  • Project management systems (Jira, Confluence, SharePoint)
  • Internal performance dashboards
  • Finance tools tied to revenue recognition and invoicing
• Ensure team access, documentation hygiene, and process governance

Financial Management & Revenue Operations

• Own revenue recognition, monthly and quarterly revenue forecasting, and pacing projections
• Ensure delivery forecasts accurately reflect campaign performance, risk, and inventory
• Partner with finance on invoicing, credit requests, reconciliations, and audit-ready documentation
• Ensure budget pacing is monitored and communicated proactively to avoid under-delivery or over-delivery
• Provide revenue delivery insights to sales, strategy, and leadership

Quality Assurance, Compliance & Risk Management

• Oversee MLR/regulatory submission workflows and ensure compliance documentation is complete, accurate, and accessible
• Oversee vendor and platform SLAs, renewal cycles, and deliverables
• Maintain a rigorous risk log to track open risks, historical issues, and mitigation plans
• Ensure all QA, trafficking, and workflow SOPs are documented, up to date, and consistently executed across teams

Reporting, Insights & Performance Governance

• Closely partner with analytics in the creation, maintenance, and delivery of:
  • Post-campaign reporting
  • KPI tracking dashboards
  • Optimization frameworks
  • Audience match reporting
• Ensure reporting aligns with client expectations, internal forecasting models, and operational insights needed to drive renewals and upsells

Documentation & Knowledge Management

• Maintain a centralized repository of SOPs, templates, workflows, and technical documentation
• Ensure handoffs between teams are clear, consistent, and documented
• Uphold documentation standards across the operations ecosystem

Qualifications

Core Skills

• Mastery of flighting, pacing, budget management, and campaign forecasting
• Strong familiarity with revenue recognition, invoicing, and financial reconciliation
• Deep experience with omnichannel media execution—endemic, email, programmatic, social, native
• Strong project management skills
• Ability to coordinate cross-functional teams with clarity and authority
• Excellent communication, escalation, and stakeholder-management skills

Experience

• 7–10+ years in media operations, digital campaign delivery, or ad operations
• Experience managing operations or trafficking teams in a high-volume environment
• Familiarity with healthcare, pharma, or regulated industries preferred
• Proven success optimizing operational workflows and building scalable systems

Additional Information

Benefits:

A career opportunity with M3USA offers competitive wages, and benefits such as:

• Health and Dental
• Life, Accident and Disability Insurance
• Prescription Plan
• Flexible Spending Account
• 401k Plan and Match
• Paid Holidays and Vacation
• Sick Days and Personal Day

*M3 reserves the right to change this job description to meet the business needs of the organization

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