Executive Director, Agency Operations – Hearts & Science/Omnicom Media Group

Executive Director, Agency Operations

The Company: Hearts & Science has been inspired by confident marketers seeking business advantage in a world of personalized digital marketing, where CRM and addressable channels converge, and decisions must be made in real time to aggregate effective reach and deliver the right message at the right time. Designed to inform brand strategies with real-time insights, Hearts & Science is a data-driven marketing agency with expert media planning and buying capabilities, among other services that include shopper marketing, marketing innovation and content activation. OVERVIEW The Executive Director, Agency Operations will lead across key operational functions including Finance Operations, Business Operations, Data & Ad Operations and Media Operations (Systems and workflow management). This individual will be tasked with creating and implementing the vision for how the agency is set up to translate media standards of excellence into repeatable, scalable processes to be adopted by the end users. This individual will equally be responsible for identifying how to detect and remediate challenges in workflow, technology, talent and capabilities that preclude teams from delivering on client’s business requirements. It will be through their leadership and ability to marshal resourcing both in and outside of their team to ensure the agency teams are delivering work on time and with fidelity and that they will constantly seek opportunities to improve and elevate how work is delivered to drive unparalleled standards for clients and optimal experiences for employee s to focus on strategic work.

KEY REPONSIBILTIES Oversee and manage the Finance Operations, Media Operations, Data & Ad Operations, Business Operations, Global Distributed Workforce Operations, and Accountability teams for client financial management, tool selection, data connectivity, process design, service model implementation, and cost validation for all Hearts US clients Lead Agency Operations team including quarterly calibration exercises, succession planning initiatives, PDPs, and talent growth tracking Support client commercial engagements with new and existing clients, including MSA review, scope negotiation, new business cost proposals, and performance-related incentive programs Cultivate and maintain an in-depth understanding of agency tool set and systems, including related inquiries, for DDS, Prisma, Planit, Signit, Mediatools, Smartsheet, and SharePoint Support the CBL to initiate the generation of all client scopes, including relevant in and out of scope services & deliverables, tech & tools alignment, SLAs, and commercial terms in agreements. Coordinate with key departmental stakeholders to evaluate scope for accuracy and alignment with Clients, Legal, and Finance Participate in and advocate for Hearts interests in inter-agency workstreams related to process design and tool development, including engagement with holding company level tool and workflow initiatives Assist in the creation and communication of standardized agency processes, including templates, ways to work, best in class methods, etc, including continuous improvement opportunities. Contribute to new business pitches representing key inputs such as operating model, operational rigor / value and new client transition plans Create staffing proposals for new and existing businesses within individual SOW needs for disciplines in Agency Operations team. Advise and influence agency wide role alignment initiatives, including standardized job requirements, expectations, and dependencies Act as core procedural stakeholder for Globally Diversified Workforce planning, including optimizing utilization, task development / assessment and alignment / adoption, and client task / engagement growth strategies that drive operational effectiveness Support agency data infrastructure design, including engagements with Omnicom agencies and enterprise software solutions to power data aggregation, synergy, and visualization. Lead client on-boardings with support of the business operations team and agency stakeholders. Act as agency sponsor/key POC for transition initiatives, including leading client calls, transition plans, and ensuring seamless stand up of new clients. Lead Business Operations discipline, including developing standardization and scalability of process tracking, design, and dashboarding that influences ways of working for client teams to manage high volume and variation of responsibilities without errors. Leverage industry experience (where applicable) to advise various departments on best practices and address questions and/or issues as they arise Handle miscellaneous client requests and reach out to teams to fulfill demands if necessary: data requests, market-specific information, campaign-specific information, etc. Foster good working relationships and understanding with various Hearts teams as well as the client to facilitate flawless execution of planning and buying Oversee client compliance and external / internal audits, with assistance from other departments Maintain familiarity with industry shifts and new technology to help keep the agency and its employees up to date on important trends ABILITIES / SKILLS Expertise in systems; Prisma, MediaOcean, Mediatools, Ad Servers, Datorama, etc. Comfortable working in a fast-paced, ever-changing environment Comfortable working with executive level stakeholders in addition to managing broader Agency Operations team Strong leadership and team building skills Strong internal consulting skills and ability to persuade others and influence joint decision making Comfortable compiling information to aid in developing lasting, scalable processes and solutions Flexibility in analyzing, understanding, and managing various forms of data Enthusiasm toward understanding the complexity of the media industry Ability to coordinate with cross-functional teams to implement process and ways of working Excellent verbal and written communication skills Exceptional organizational and multi-tasking capabilities with strict attention to detail Curiosity about evolving service models and technological solutions to power client work Comfortable owning agency or client workstreams with minimal oversight, and representing the Agency in those responsibilities REQUIREMENTS 10+ years\’ experience working in the media space, with a focus in Client, Business, Media Operations, or Investment preferred Experience working at a media agency a plus but not required Exceptional knowledge of Microsoft Office programs (Word, PowerPoint, Outlook, Teams, Excel, OneNote, etc.) Knowledge of the principles of advertising, marketing and media.