Associate Director of Operations

About Clients Blackbox Clients Blackbox is a performance marketing agency that specializes in Meta advertising for Registered Investment Advisors. We help financial advisors grow their practices by generating qualified appointments with high-net-worth prospects. Our proven video sales letter methodology has generated over $45 billion in AUM pipeline for financial advisors across the country. We operate with a performance-first mindset. Our clients hire us to deliver qualified appointments at a specific cost per appointment, with target show rates and close rates that make the math work for their practice. When we hit these metrics, everyone wins. We're going through a massive growth period and looking for an Associate Director of Operations who shares our obsession with results and wants to build something exceptional. The Opportunity This is a career-defining role for someone who wants to own the client experience at a fast-growing agency. As Associate Director of Operations, you will be the primary point of contact for our clients, running monthly leadership sync meetings, ensuring our paid media strategies are delivering results, and managing the performance of our media buying team. You'll report directly to the CEO and have the autonomy to build out processes, improve retention, and scale the operations function. This is not a maintenance role. It's a building role. You'll be instrumental in taking us to the next level. Role and Responsibilities Client Leadership Own monthly leadership sync meetings with clients to ensure alignment, gather feedback, and address strategic concerns Serve as a senior touchpoint where clients can share feedback about their account management without impacting their day-to-day relationship Monitor client goal attainment including cost per qualified appointment, show rates, close rates, and overall ROI Proactively identify at-risk accounts and develop intervention strategies before churn occurs Team Management Manage and coach paid media strategists responsible for running client campaigns Review daily performance reports and hold media buyers accountable to key metrics Run weekly team meetings to review performance, share best practices, and address challenges Build structure, create cadence, and set clear expectations. We need leaders, not managers. Collaborate with the project management function overseeing creative production Performance and Reporting Own client retention and satisfaction metrics. Your performance directly impacts our P&L. Ensure bi-weekly client reports are delivered 24 hours before scheduled calls Track and report on key metrics including cost per appointment, cost per qualified appointment, show rates, close rates, and budget pacing Continuously improve reporting formats and client communication cadences Process Development Document and systematize operations processes to enable scale Build training materials and onboarding documentation for new team members Create decision-making frameworks that enable team autonomy while maintaining quality standards Identify opportunities to improve efficiency without sacrificing client outcomes Key Performance Indicators Client Goal Attainment: Clients hitting their cost per appointment and show rate targets Gross Profit Margin: Maintain healthy margins across your accounts Monthly Recurring Revenue Retention: Minimize churn through proactive client management Client Satisfaction: Build and own the measurement system for this Required Experience 5+ years of experience in paid media, digital marketing, or agency operations 2+ years managing client relationships at an agency or in a client-facing role Proven track record of improving client retention and satisfaction Experience managing or mentoring team members Strong understanding of Meta advertising platforms Preferred Experience Experience in the financial services vertical, particularly working with RIAs, wealth managers, or financial advisors. Understanding of lead generation and appointment-setting campaigns. Familiarity with video sales letter marketing methodology. Skills and Attributes Exceptional communication skills. You can deliver both positive feedback and tough conversations with clarity and empathy. Data-driven decision maker who can translate metrics into actionable insights. Detail-oriented with the ability to see both the forest and the trees. Self-starter who thrives with autonomy and minimal supervision. Genuine care for client outcomes and team development. Comfortable with ambiguity and building processes from scratch. Paid Time Off (Vacation, Sick & Public Holidays) Training & Development Work From Home Flexible Schedule Performance Bonus