Director of Agency Operations

Job Description

Nine10 is a digital marketing and web agency based in Grande Prairie, Alberta, serving clients across Western Canada.

We design and build websites, manage hosting environments, execute SEO and digital marketing programs, support ongoing growth initiatives, and deliver branding and print services.

We are practical. We value execution. We care about clarity, accountability, and work that actually gets done. We are a collaborative, no-drama team that values initiative, transparency, and mutual respect.

As we continue to grow, we are intentionally strengthening our operational structure and leadership.

Director of Agency Operations

This is a senior, cross disciplinary role responsible for bringing clarity, visibility, and accountability to agency delivery and client operations. This role is inspired by EOS and is an adapted Integrator role for an agency of Nine10’s size. This is a full-time, in-agency role based in our Grande Prairie office.

Your work ensures that:

• Leadership focuses on high value decisions, not daily coordination
• All active work is visible and progressing
• Scope aligns with billing
• Revenue converts into cash with discipline
• Clients feel supported and confident

This role is designed to evolve into broader operational leadership for the right individual. You will work closely with leadership and production teams to create operational clarity that benefits everyone.

Role Overview

The Senior Client Operations and Delivery Manager blends:

• Client operations and account support
• Project and delivery oversight
• Sales and lead triage
• Essential operational administration

This is not a primary sales role, a creative director position, or a strategy-only function. It is a hands-on leadership role where accountability and execution carry more weight than hierarchy or title.

Strong operations require disciplined systems and follow-through. This role includes ownership of key administrative workflows that protect visibility, delivery speed, and financial clarity.

Core Mandate

You are responsible for operational continuity across the agency.

You are expected to:

• Surface risks early
• Act without waiting for task based direction
• Maintain clarity across moving parts
• Protect delivery speed and billing discipline

Primary Responsibilities

Agency Wide Delivery Oversight (primary)

• Maintain real time visibility of all active work
• Manage and maintain the Work in Progress tracker
• Monitor job progress across web, branding, print, hosting, digital marketing, and training
• Identify stalled work, scope creep, delivery risk, and bottlenecks early
• Support production teams with accountability and structure
• Escalate issues before they become client problems

Financial Alignment and Billing Discipline (primary)

• Trigger and issue deposits at project commencement
• Ensure milestone and completion invoices align with delivery
• Monitor accounts receivable and aging
• Support timely follow up and collections
• Coordinate with leadership and the external bookkeeper on invoices, COGS, and documentation
• Flag margin concerns or scope misalignment early
• Maintain billing discipline without becoming clerical

Client Operations and Account Support (primary)

• Act as a primary operational point of contact for assigned clients
• Ensure clients understand timelines, scope boundaries, and next steps
• Coordinate internal resources to meet client needs
• Identify upsell, cross sell, or training opportunities

Operational Administration (primary)

• Maintain organized calendars and task systems
• Keep documentation and tracking tools accurate and current
• Capture meeting follow ups and action items
• Support internal communication flow
• Ensure nothing falls through the cracks

Client Support and Technical Triage (secondary)

• Serve as first line intake for support inquiries
• Triage and route issues efficiently
• Track recurring patterns in support
• Recommend training or process improvements to reduce repeat issues

Sales and Lead Triage Support (secondary)

• Act as first response for inbound sales inquiries
• Gather relevant background information including context, urgency, and budget signal
• Prepare structured notes for the sales lead
• Book discovery meetings
• Ensure prospects are organized and prepared

Project Readiness and Kickoff Coordination (secondary)

• Support clean project readiness once scope is confirmed
• Ensure documentation, access credentials, and timelines are complete
• Coordinate structured kickoff processes
• Confirm internal alignment before work begins

Who Thrives in This Role

• Have senior experience in agency operations, delivery, or client operations
• Understand how website and digital marketing projects actually unfold
• Are highly organized and systems oriented
• Take pride in closure and follow through
• Take pride in bringing stability and clarity, while contributing to shared team wins
• Prefer autonomy paired with accountability
• Take initiative and do not wait for task based direction
• Are digitally fluent and comfortable with project management tools, CRMs, financial workflows, and AI enabled tools
• Communicate directly and respectfully, especially when problems surface

Growth Path

This role is designed with long term operational leadership in mind. As trust and performance are established, responsibilities can expand into:

• Broader operational oversight
• Process design and system refinement
• Capacity planning

How We Work

• Flexibility here means accountability, not invisibility
• We communicate directly and solve problems early
• We care about outcomes more than performative busyness
• We support one another while holding high standards

We are a small team that genuinely enjoys working together. We celebrate strong launches and client wins. When something is stuck, someone steps in to help. The energy is positive and productive. Not forced. Not performative. Just capable people doing meaningful work together.

We are hiring someone who sees operations as leadership work.

Compensation and Work Model

• Base Salary starting at: $75,000 CAD
• Performance based bonus and or profit sharing
• In-office work model with remote flexibility within Grande Prairie
• Flexible daily schedule with full accountability
• Two weeks vacation to start plus one additional paid week at Christmas
• Statutory holidays observed
• Health benefits with employer paid portion

If you are energized by improving complex systems, protecting financial discipline, and building operational clarity inside a growing agency, we would welcome a conversation.

To Apply

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