Associate Director, Client Operations

Hearts & Science; New York (NY); On-site; USD 70,000 - 125,000; Full time

Job summary

Hearts & Science in New York is seeking an Associate Director to drive operational excellence and financial oversight across client accounts. You will partner with client leadership, Finance, and cross-functional teams to optimize workflows, manage SOWs, and ensure timely, high-quality delivery.

The ideal candidate has 7–10+ years in media operations, with strong understanding of media workflows and ability to lead process improvements in a fast-paced environment.

Qualifications

• Bachelor's degree in a relevant field and 7–10+ years of media experience with operations focus.
• Experience managing operational deliverables across a complex media account or agency operations team.
• Strong understanding of media workflows from planning to reporting.
• Excellent analytical, problem-solving, and communication skills.
• Organizational and project management skills for fast-paced environments.

Responsibilities

• Drive operational excellence and accountability across the portfolio of brands.
• Manage escalations and ensure timely, compliant issue resolution.
• Identify opportunities to improve workflows and implement automation.
• Lead development of playbooks, templates, toolkits, and best practices.
• Oversee SOW management, budget, invoicing, and reporting to ensure accuracy.

Skills

Media operations

Budget oversight

SOW management

Cross-functional collaboration

Operations leadership

Analytics

Problem solving

Communication

Education

Bachelor's degree in a relevant field

Tools

Mediatools

Mediaocean/Prisma

Asana

OMNI

Job description

Agency

Hearts & Science

Job Function

Media

Job Subfunction

Media Operations

Job Description

Position Summary

We are seeking an accomplished operations professional to join our Client Operations team as an Associate Director. This role is responsible for operational excellence, financial oversight, and continuous process improvement across the account. The Associate Director will partner closely with client leadership, Finance, and cross-functional teams to optimize workflows, manage SOWs and resources, and ensure timely, high-quality delivery.

The ideal candidate will have experience in media planning, buying, analytics, and/or ad operations, with a strong understanding of media workflows and the ability to thrive in a dynamic, fast-paced environment.

Key Responsibilities

Operational Leadership & Excellence

• Drive operational accountability, consistency, and continuous improvement across the portfolio of brands.
• Serve as a primary operational contact, managing escalations and ensuring timely resolution of operational and compliance-related issues.
• Identify opportunities to improve workflows, leverage automation and emerging technologies, and increase operational efficiency.
• Conduct root cause analysis to identify challenges, develop solutions, and implement sustainable improvements.

Process, Workflow & Technology

• Build and drive adoption of integrated processes supporting creative delivery and media activation across channels.
• Lead the development and implementation of operational playbooks, templates, toolkits, and best practices.
• Drive adoption and effective use of workflow and media technologies, including Mediatools, Mediaocean/Prisma, Asana, and OMNI.
• Support change management initiatives to embed new processes, tools, and technologies across the team.

Cross-Functional Collaboration & Governance

• Partner with Client Business Leads, Strategy Leads, Craft Leads, Finance, and other stakeholders to align operational priorities with client goals.
• Support centralized account governance and maintain clear, current operational documentation.
• Communicate operational status, risks, challenges, and recommendations to leadership and client partners.
• Support the Group Director in identifying and implementing industry best practices and evolving operational capabilities.

Commercial & Financial Stewardship

• Oversee SOW management, including scope planning, resource allocation, and staff deployment in partnership with Client Business Leads.
• Oversee budget management, invoicing, reporting, and audit/QA processes to ensure accuracy, compliance, and timely delivery.
• Manage quarterly labor tracking and burn reporting in partnership with Finance; identify variances and recommend corrective actions.
• Monitor Media Activation Plans, including campaign budgets and fees, to ensure on-time and on-budget delivery of client monthly authorizations.
• Identify opportunities to improve financial tracking, reporting accuracy, and efficiency through tools and automation.

Required Skills & Experience

• Bachelor's degree in a relevant field with 7-10+ years of media experience, including demonstrated expertise in operations. Healthcare/pharmaceutical experience strongly preferred; planning, buying, analytics, and/or Martech experience is a plus.
• Proven experience managing operational deliverables across a complex media account or as part of an Agency Operations team.
• Strong understanding of media workflows, including media dollar lifecycle, campaign planning, activation, and reporting processes.
• Strong analytical and problem-solving skills, with ability to investigate issues, develop solutions, and communicate recommended solutions clearly.
• Exceptional organizational and project management skills, with the ability to manage multiple priorities in a fast-paced environment while maintaining accuracy and quality.
• Strong written and verbal communication skills, with ability to build effective relationships and collaborate across functions and levels of an organization.

Preferred Qualifications

• Experience with Mediaocean, Mediatools, Asana, Workfront, Claravine or similar tech & tools.
• Background in financial management or budget oversight within a media/agency environment.
• Experience mentoring junior team members or supporting team development.
• Familiarity with AI and emerging technologies in operations, activation, and reporting.
• Experience and/or interest in Martech/Adtech in current or former role.

$70,000 - $125,000

To the extent permissible by local law, Omnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager.

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, $70,000 - $125,000