Program Manager - Operations Lead

Job Description

MRM is a Digital Marketing and Advertising leading multinational company. The Program Manager will play a pivotal role in overseeing and coordinating the operational activities for one of our top enterprise technology accounts. Reporting directly to the MRM Business Leader, this strategic and process-driven role is client-facing, embedded within the account, and responsible for establishing the systems, standards, and operational rhythm that drive agency-wide consistency, efficiency, and accountability. The operations lead will partner closely with cross-functional teams—including client services, creative, media, campaign execution, and digital production—to ensure work flows smoothly and is delivered on time, on budget, and in alignment with client expectations.

In This Role, You Will

Client Relationship Management:

• Manage the Team’s Agency Operations relationship, serving as primary point of contact for clients, fostering strong relationships and understanding their business objectives, needs and expectations.
• Collaborate closely with the client to align operational strategies with their overarching goals and objectives.
• Partner with clients on the implementation of technology where appropriate.
  
  

Agency Coordination And Oversight

• Provide guidance, direction, and support to agency teams to ensure alignment with client objectives and adherence to project timelines and budgets.
• Facilitate communication and collaboration among agency teams to promote efficiency and synergy in project execution, introducing technology where feasible.
• Standardize new hire client onboarding, training, and cross-agency operating procedures.
  
  

Operational Efficiency, Workflow Governance And Process Improvement

• Develop and implement operational processes and procedures to streamline and standardize workflows across cross-functional agency teams, including intake, handoffs, SLAs, and checkpoints, and optimize resource utilization.
• Identify areas for improvement and implement best practices to enhance operational efficiency and effectiveness.
• Monitor key performance indicators (KPIs) and metrics to evaluate operational performance and identify opportunities for enhancement.
• Support internal agency change management by driving adoption of approved trackers, naming conventions, and documentation standards.
• Ensure consistent usage of project templates, trackers, and reporting frameworks across teams.
• Proactively identify bottlenecks or inefficiencies and implement scalable solutions in collaboration with delivery leads.
  
  

Contract/Scope Management

• Lead quarterly scope of work (SOW) and budget planning cycles with account and finance teams.
• Monitor resourcing plans and budget utilization, escalating burn risks and identifying reallocation needs.
• Maintain alignment between staffing, scope, and client expectations through accurate documentation and proactive planning.
  
  

Risk Management and Compliance

• Mitigate operational risks by ensuring compliance with regulatory requirements and industry standards.
• Implement robust risk management protocols and procedures to safeguard client interests and maintain operational integrity.
  
  

Reporting and Visibility

• Own the development and delivery of operational reporting dashboards (e.g., throughput, SLA compliance, resourcing trends),
• Maintain intake logs, status trackers, and capacity reporting to ensure visibility across all workstreams.
• Support delivery leads and executives with actionable insights that inform staffing and operational decisions.
  
  

Vendor and Partner Oversight

• Oversee onboarding, workflow alignment, and time tracking expectations for any vendor or partner teams supporting the account through MRM.
• Ensure vendors are held to consistent operational standards and included in core delivery workflows, where applicable.
• Lead or support quarterly vendor performance reviews and contribute to optimization recommendations, where applicable.
  
  

Change Management and Strategic Support

• Act as a central operations contact for internal and client-side stakeholders, driving cross-functional alignment,
• Lead or coordinate Quarterly Business Reviews (QBRs), retrospectives, and operational planning sessions,
• Support roll out of new processes or operating model changes by providing guidance, documentation, and reinforcement,
• Partner with client services leads to embed operational discipline across all functions.
  
  

This Role May Be For You If You Have

• Deep experience working with cross-disciplinary teams in an agency environment as well as a proven track record of driving and managing organizational change,
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve operational excellence for large-scale enterprise accounts with multiple workstreams,
• Excellent communication, facilitation, negotiation, and interpersonal skills with experience leading Operational QBRs and providing executive-level updates,
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively; adept at change management and process adoption across cross-functional teams,
• Skilled in building and enforcing operational processes, trackers and reporting systems,
• Proficiency in project management tools and software,
• 5+ years in an agency operations, integrated delivery, or client-side marketing operations role in a large agency
• Strong knowledge of scope planning, budget tracking (total burned against fee, capacity, budget change management) within client’s Workfront platform, resource allocation, and vendor oversight
• Proven track record of success in client relationship management and agency coordination (e.g. improved client satisfaction, utilization, efficiency).
  
  

Some Of Our Benefits Are

• Hybrid working (we go to the office three times a month) 
• First level medical coverage for you and your direct family group.   
• Free access to education platform (One Learning).    
• Free days off per year and birthday day.   
• English classes in Company.   
• And more!
  
  

If you consider that this proposal is of interest to you, do not hesitate to apply!