Director of Agency Operations & Performance

ViziSites; San Diego (CA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Stock options

Healthcare benefits

401(k) plan

Paid holidays

Job summary

ViziSites is seeking a Director of Agency Operations & Performance to scale systems, processes, and technology as the company grows from $5M toward $10M+ ARR. You will work with founders and department leaders to improve cross-functional workflows across Client Success, Onboarding, Website Production, Design & Development, SEO, Google Ads, Content and QA.

This role blends strategic leadership with hands-on execution, focusing on accountability, risk management, and data-driven decision making to

Qualifications

• 7+ years of progressive experience in digital marketing, SaaS, tech-enabled services, or another recurring-revenue service organization.
• 3+ years in agency operations, business operations, client operations, delivery, or cross-functional leadership.
• 3+ years of direct people-management experience, including coaching, developing, evaluating, and improving performance.

Responsibilities

• Analyze workflows spanning Sales, Onboarding, Production, Marketing Fulfillment, and Client Success.
• Identify bottlenecks, duplicated work, unnecessary handoffs, communication gaps, and unclear ownership.
• Map critical workflows, find root causes, reduce unnecessary steps, and establish measurable service levels.
• Improve project visibility, milestone tracking, SOPs, and repeatable processes.
• Turn operational and financial data into prioritized recommendations.

Skills

Cross-functional leadership

People management

Operational excellence

Data-driven

Client relationship management

Tools

Salesforce

ClickUp

Asana

Monday.com

HubSpot

Job description

Help Build the Operating System for Our Next Stage of Growth

ViziSites is looking for an experienced Director of Agency Operations & Performance to build the systems, processes, technology, accountability and operational infrastructure required for our next stage of growth.

We are a successful digital marketing agency serving near 1,000 healthcare practices and small businesses across North America, with approximately $5M in recurring revenue.

Our goal is $10M+ ARR while improving client experience, employee experience, operational efficiency, and profitability.

This high-impact role works alongside our founders, executive leadership, and department leaders to identify friction and points of failure, improve cross-functional processes, strengthen accountability, implement technology, develop leaders, and turn successful practices into scalable company-wide systems.

This is not a purely advisory role. We need someone who can operate strategically while rolling up their sleeves when an important client, employee, project, or revenue outcome is on the line. Strong leaders inspect what they expect: they establish standards, measure performance, coach people, address gaps.

We are especially interested in candidates who have experienced scale inside a digital marketing agency, healthcare marketing organization, SaaS-enabled service business, or high-volume recurring-revenue company.

Compensation, Benefits & Growth

• Base salary of $120,000-$140,000, commensurate with experience
• Performance bonus; $145,000-$165,000 OTE
• Stock option opportunity
• Medical, dental, vision and life insurance
• 401(k), generous PTO and 7 paid holidays
• Leadership development
• Monday-Friday at our Miramar, San Diego headquarters; 8-9 a.m. start

Success can lead to broader executive leadership responsibilities. We promote based on impact, leadership, capability, and results—not tenure.

Position Summary

The Director partners with leaders across Client Success, Onboarding, Website Production, Design & Development, SEO, Google Ads, Content, Branding & Creative, Support, and Quality Assurance. You will focus on how work moves between departments, sitting at the intersection of:

Strategy + Operations + Technology + Data + Client Experience + Financial Performance

Operational excellence comes from giving talented people better systems, clearer expectations, stronger data, better technology.

This role also serves as a senior operational and client-escalation layer. You will build systems that identify risk earlier and resolve problems faster, while personally stepping into high-stakes situations when significant recurring revenue or an important client relationship is at risk.

What You'll Own

Cross-Functional Operations & Process Improvement

• Analyze workflows spanning Sales, Onboarding, Production, Marketing Fulfillment, and Client Success.
• Identify bottlenecks, duplicated work, unnecessary handoffs, communication gaps, and unclear ownership.
• Map critical workflows, find root causes, reduce unnecessary steps, and establish measurable service levels.
• Improve project visibility, milestone tracking, SOPs, and repeatable processes.
• Turn operational and financial data into prioritized recommendations.

People Leadership, Coaching & Accountability

• Establish clear expectations, measurable standards, scorecards, and accountability systems.
• Inspect KPIs, quality, client outcomes, project performance, and execution against commitments.
• Coach managers, team leads, and employees when performance falls short.
• Deliver direct, constructive feedback and practical performance-improvement plans.
• Develop high-potential employees and strengthen managers in communication, problem solving, accountability, and people development.
• Establish effective one-on-ones, scorecard reviews, goal setting, performance conversations, and follow-through.
• Know the difference between coaching, accountability, and micromanagement—and handle difficult conversations professionally.

Client Journey, Retention & Revenue Protection

• Improve the journey from signed agreement through onboarding, launch, ongoing marketing, retention, and expansion.
• Reduce time-to-launch and time-to-first-value while improving handoffs.
• Analyze satisfaction, account health, churn, downgrades, communication cadence, and engagement.
• Build leading indicators, account-health scoring, escalation protocols, and retention workflows that identify risk before cancellation.
• Coach CSMs and leaders through difficult conversations, expectation resets, de-escalation, and service recovery.
• Personally participate in high-stakes client conversations and coordinate cross-functional recovery plans.
• Track why clients escalation, downgrade, or cancel and turn those insights into improvements across Sales, Onboarding, Fulfillment, Client Success, QA, and training.

Analytics, Capacity & Financial Performance

Help ViziSites answer: What should we measure, what is the data telling us, and when do we need another person versus a better process?

• Establish meaningful operational KPIs and cross-functional scorecards.
• Improve visibility into productivity, capacity, retention, project velocity, and quality.
• Develop staffing frameworks, client-to-team ratios, and workload forecasts.
• Identify automation, outsourcing, restructuring, or process improvements before adding headcount.
• Partner with Finance to analyze labor efficiency, utilization, delivery costs, scope leakage, gross margin.

AI, Technology & Automation

ViziSites believes AI will fundamentally change how modern agencies operate. You will identify opportunities to use AI and automation across onboarding, project management, client communication, reporting, SEO, content, QA, account management, research, documentation, SOPs.

The goal is not replacing great people. It is giving great people better tools and greater leverage.

Experience Needed

• 7+ years of progressive experience in digital marketing, SaaS, tech-enabled services, or another recurring-revenue service organization.
• 3+ years in agency operations, business operations, client operations, delivery, or cross-functional leadership.
• 3+ years of direct people-management experience, including coaching, developing, evaluating, and improving performance.
• Experience operating within a multi-million-dollar organization.
• Demonstrated ability to improve complex, multi-department processes and turn strategy into execution.
• Strong recurring-revenue, business, and financial acumen.
• Experience developing KPIs, dashboards, scorecards, and operational reporting.
• Success developing strong performers and stronger managers/team leads.
• Ability to set objective expectations, deliver candid feedback, address underperformance, and hold people accountable without unnecessary bureaucracy.
• Significant experience managing important client relationships, escalations, and revenue-retention situations.
• Ability to navigate difficult client conversations calmly, diagnose root causes, protect relationships while maintaining business boundaries, and turn recurring complaints into systemic improvements.
• Ability to influence leaders without direct authority over every team.

What We'd Like to See

• Experience inside a scaled digital marketing agency or healthcare marketing/technology organization.
• Experience serving 1,000+ SMB clients or scaling from approximately $5M toward $10M+ recurring revenue.
• Experience with website production, SEO, Google Ads, Client Success, or digital marketing fulfillment.
• Experience with Salesforce, ClickUp, Asana, Monday.com, HubSpot, or similar platforms.
• Experience implementing AI/automation into service-delivery workflows.
• Experience working alongside entrepreneurial founders.

Relevant backgrounds may include iMatrix, Tebra, ProSites, Scorpion, WebFX, Thryv, Birdeye, PatientPop, Practice Cafe, KlientBoost, HawkSEM, or other scaled agencies and tech-enabled service organizations.

But the company name on your résumé matters less than:

What did you improve? What did you build? What became measurably better because you were there?

How Success Will Be Measured

Key measures include onboarding velocity, launch timelines, time-to-first-value, revenue retention/churn, CSAT, milestone completion, SLA adherence, capacity, utilization, labor efficiency, gross margin, scope leakage, QA, workflow efficiency, AI/automation adoption, operational reporting, strategic initiative completion, preventable churn, and escalation resolution.

About ViziSites

ViziSites is a full-service digital marketing agency helping healthcare practices and small businesses grow. Our websites serve as the foundation for campaigns including SEO, Google Ads, Reputation Management, Social Media, AI-powered content, video marketing, branding, and conversion optimization.

Today, we serve nearly 1,000 clients nationwide with approximately $5M in recurring revenue and are investing in the infrastructure required to reach $10M+ ARR.

Why ViziSites?

This is a rare opportunity to help shape a successful agency at an inflection point. You'll work directly with our founders and operational leaders, use years' data from nearly 1,000 client relationships, and see the measurable impact of what you build.

If you're energized by building better systems, developing stronger people, solving hard problems, protecting important client relationships, and stepping directly into challenging situations when the business needs you, we'd love to meet you.