Associate Director of Operations

Clients Blackbox, Inc.; United States; Hybride; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Paid Time Off (Vacation, Sick & Public

Training & Development

Work From Home

Flexible Schedule

Performance Bonus

Résumé du poste

Clients Blackbox is seeking an Associate Director of Operations to own the client experience at a fast-growing agency in the United States. You will lead monthly leadership syncs, ensure paid media strategies deliver results, and mentor the media buying team to scale performance.

You will report to the CEO, build scalable processes, improve retention, and shape how we collaborate with RIAs and financial advisors while driving profitability and client satisfaction.

Qualifications

• 5+ years in paid media, digital marketing, or agency operations.
• 2+ years managing client relationships at an agency or client-facing role.
• Proven track record of improving client retention and satisfaction.
• Experience mentoring team members.
• Strong understanding of Meta advertising platforms.

Responsabilités

• Own monthly leadership sync meetings with clients and ensure alignment.
• Manage and coach paid media strategists; review performance data.
• Monitor ROI, cost per appointment, show rates, and budget pacing.
• Develop processes and onboarding materials to enable scale.
• Deliver bi-weekly client reports 24 hours before scheduled calls.
• Drive client retention and satisfaction metrics.

Connaissances

Leadership

Client relationships

Meta ads

Team management

Data-driven

Communication

Outils

Meta Ads Manager

Description du poste

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.

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