Director, Client Operations

At Publicis Collective, we know tomorrow’s challenges won’t be solved by today’s solutions. It’s why we support our teams with the resources and tools they need to continue redefining the future of marketing. It’s also why clients rely on us to lead the way in connecting media, data, technology, and teams by what matters most – business outcomes. 
 
Publicis Collective’s consultative practitioners are catalysts for business growth and innovation, we’re more than media experts. We are an incubator for high-performing talent and a launchpad for ideas that push the boundaries of what’s possible. 
 
As part of the global Publicis Media network, we’re backed by the power, scale, and benefits of Publicis Groupe, one of the largest and most celebrated marketing and communications platforms on the planet. 
   
How are we different? There are three core values at the center of our approach that help us stay ahead – curious, open, and driven.  
  
Curious - A deep curiosity compels us to go beyond the brief to deliver exceptional outcomes.  
  
Open - We value diverse perspectives and new ways of working. 
  
Driven - We are ambitious, rigorous, self-disciplined, and resilient in our pursuit of excellence.  
 
If you're a collaborative and enterprising practitioner with a passion for media and a desire to make a real impact, we want to hear from you. 
 
Let's shape the future together. 

The Client Operations department manages client-specific operational tasks across practice area within the agency, working closely with Strategy, Investment, HR, Finance, Invoice Reconciliation, and Agency Administration & Compliance. We centralize and standardize fundamental work required across all pieces of business, as well as bring tactical and detail-oriented work streams together to find smarter, faster ways of working. We create a space for those whose strengths include being highly organized problem-solvers. We help differentiate Collective from our competitors and provide a critical foundation for the agency.

The Director, Client Operations will join a dynamic and growing team supporting well known clients. This role provides visibility to senior leadership and clients while offering high-impact learning opportunities.

The Director, Client Operations supports the VP, Director and the broader Tools & Systems team. Your primary focus will be on the operational management of the media planning, buying and management systems that our teams use (Mediaocean OX, Prisma, MediaTools as well as various internal tools). In addition to this, you’ll have leadership exposure with the opportunity to continue to grow your career in media by working on project management, process improvements, helping to develop and share best practices and helping to enforce quality assurance across the agency via regular reporting and compliance workstreams.

Strategic Leadership:

• Collaborate with VP level leadership on departmental priorities and talent management.
• Act as the primary liaison for Client Business Leads to address account-specific operational needs.
• Support VP, Director as needed on special requests or projects as needed  
• Proactively solve problems and improve efficiencies, escalating issues where needed

Team Management:

• Oversee and allocate workload for the team, ensuring timely delivery and accuracy of internal projects and client deliverables.
• Lead career development initiatives through task-specific training and coaching.
• Collaborate with VP, Director on team roles and responsibilities, and prioritizing key projects across the team
• Train and coach Supervisor/Associate Director to master their desk and attain their career goals
• Lead and steward key processes that involve multiple agency teams; ensure all teams are trained on the systems accurately to maintain data consistency

Process Optimization:

• Enforce workflows for billing verification and financial reporting (e.g., diversity reporting, monthly financial updates, forecasting and accruing).
• Partner with internal teams to address account-specific needs and proactively identify opportunities for efficiency improvements.
• Oversight of accuracy of inputs into proprietary Operation System, ensuring all systems are accurately set-up by team for internal and external reporting needs
• Participate in system enhancement testing or training  
• Review work (as necessary) in progress by team as issues arise to help guide to a resolution or escalate issues as needed
• Identify and surface issues related to Media Systems or ReSources process and staff and help with resolution
• Participate in system enhancement testing or training  
• Periodically check emails to respond to urgent issues after close of business  

Relationship Building:

• Act as the point of contact for the internal brand teams for all Tools & Systems related questions to ensure consistency and accuracy across the brands, but also clients across the Collective agency while understanding the big picture of requests – act as the point of contact for leadership questions
• Serve as a collaborative problem solver and client expert for internal teams and clients.
• Communicate insights effectively, translating data analysis into actionable recommendations for strategists, planners, and buyers.
• Maintain positive relationships with agency contacts, system contacts, and ReSources 

• 8 years of experience in operations, media operations, or client services
• Demonstrated expertise in managing client operations processes within agency environments
• Expertise in media tools such as MediaTools, Prisma, and MediaOcean
• Advanced skills in Microsoft Office Suite, particularly Excel & PowerPoint  with proven expertise in complex Excel formulas (pivot tables, v-lookups, and data visualization) to support reporting
• Quantitative and analytical skills with strong strategic thinking with the ability to align operational and client goals
• Proven leadership experience managing cross-functional teams and developing teams
• Highly organized, detail-oriented, and proficient in time management
• A proactive critical thinker with the ability to juggle multiple priorities
• Experience developing and presenting your thoughts and ideas in a clear and concise manner to a variety of audiences
• Strong interpersonal and communication skills, capable of fostering collaboration across teams
• Driven by a passion for learning, innovation, and delivering excellence in client service
• Team player who enjoys learning and willingness to lean into new opportunities

Compensation Range: $119,510 - $163,500 annually. This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time. Temporary roles may be eligible to participate in our freelancer/temporary employee medical plan through a third-party benefits administration system once certain criteria have been met. Temporary roles may also qualify for participation in our 401(k) plan after eligibility criteria have been met. For regular roles, the Company will offer medical coverage, dental, vision, disability, 401k, and paid time off. The Company anticipates the application deadline for this job posting will be 04/11/2025.

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Salary : $119,510 - $163,500