Head of Agency Operations

Head Of Operations

New York, NY

M Booth Health

About Us

We're not your typical agency. In fact, we don't want to be. At M Booth Health, we take pride in doing what's right, not what's easy. Asking the difficult questions and finding unexpected answers. Pushing ourselves and our clients to think bigger. Moving beyond imposed limits to break through and create real connection.

We live our brand promise: Choose to Challenge. And we're built to help organizations and brands challenge norms, drive results and improve the health and lives of those who need it most.

Simply put, we believe health communications can change the world. Why? Because we've done it before. We've been at the forefront of advancing some of the most urgent issues in public health and medicine for decades. Our teams are purpose-built to challenge the status quo and drive results - both for our clients and for the health and well-being of people around the world. We're experts in all facets of health communications. Skilled and passionate practitioners who want to make a positive impact. And most importantly, we work every day to change the world.

Who You Are

We want people who are just as passionate about operational excellence as we are about health. People who are serious about the work, but not too serious to have some fun while doing it. Leaders who bring big thinking and even bigger follow-through. Who are willing to push boundaries, challenge broken systems, and build new ones from the ground up. And most importantly, who lead with kindness and humanity above all else. Does that sound like you?

For this role, we're looking for a rare operator — someone who can hold the big picture and the fine print at the same time. A strategic systems-thinker who thrives in the complexity of a fast-moving agency environment. You're not just a process person. You're a people leader, a change agent, and an architect of how work actually gets done. You understand that operational infrastructure is what sets great agencies apart — and you're ready to build it.

The Role

The Head Of Operations is responsible for architecting, optimizing, and running the systems that power the agency's business. This leader oversees resourcing, workflow, talent infrastructure, technology, and operational excellence across the organization. You will also own and evolve our project management function — building and leading the team that keeps our work on track, on time, and on brief.

This is a senior leadership role reporting directly to the CEO and serving as a critical member of the executive leadership team (ELT). The right person can both define the vision and lead flawless execution across people, process, and platforms.

Responsibilities

• Leadership & Operational Strategy
• Translate the CEO's vision into operational frameworks, systems, and behaviors that make the agency run predictably and efficiently.
• Own agency-wide operational strategy, forecasting, and capacity planning — ensuring we can scale sustainably.
• Identify organizational risks, operational bottlenecks, and structural gaps early and propose actionable, data-driven solutions.
• Serve as a strategic advisor to the CEO and ELT on talent deployment, workflow design, business performance, and organizational evolution.
• Systems, Process & Workflow Design
• Architect and implement agency-wide systems and processes that increase efficiency, standardization, and clarity — from project workflows to financial tracking to resourcing.
• Build and enforce operational playbooks for scoping, budgeting, forecasting, client service standards, production workflows, and approval processes.
• Continuously evaluate "how we work" and lead systematic improvements that reduce friction and increase quality.
• Ensure seamless rollout, adoption, and adherence to all operational processes across teams.
• Project Management Team Leadership
• Own, build, and lead the project management function — including team structure, hiring, onboarding, training, and professional development.
• Set the standard for how project managers operate across the agency: establishing quality benchmarks, tools, workflows, and ways of working.
• Foster a high-performing, motivated PM team that is seen as a true operational backbone — not just a coordination layer.
• Ensure project managers are embedded meaningfully into account teams and equipped to drive scope discipline, timeline management, and budget oversight.
• Actively grow and develop PM talent, building clear career pathways and creating a team culture of accountability, learning, and craft.
• Resourcing & Talent Operations
• Partner with account leads on staffing and talent deployment across the agency, ensuring the right people are on the right work at the right time.
• Partner with HR on talent strategy: onboarding, role clarity, training and development, career pathing, and performance management.
• Partner closely with Finance on budget management, forecasting accuracy, and profitability reporting — ensuring operational decisions are grounded in financial reality.
• AI Fluency & Adoption
• Maintain a deep, current understanding of AI capabilities — what tools exist, what they can and can't do, and where they create genuine operational leverage in an agency environment.
• Identify opportunities where custom AI tools or integrations could meaningfully improve how we work, and partner with IT and external resources to evaluate and scope those solutions.
• Champion practical AI adoption across staff — identifying use cases for everyday tasks, facilitating training, and normalizing AI-assisted ways of working across teams.
• Technology & Systems
• Partner with IT and external development partners to design, build, or integrate systems — whether enterprise platforms or custom MBH-specific solutions.
• Oversee vendor selection, implementation, testing, training, and long-term maintenance of all agency operations technology.
• Maintain a roadmap of upcoming system needs and drive alignment across HR, Finance, IT, and Account teams.
• Operational Program Leadership
• Architect and launch agency-wide operational programs end-to-end — from concept through infrastructure, measurement, and sustained adoption.
• Build the operational frameworks, KPIs, and reporting cadences that ensure new initiatives gain traction and deliver measurable results.
• Serve as the accountable owner for cross-functional programs that require coordination, compliance, and organization-wide engagement.
• Quality & Operational Excellence
• Establish and enforce standards for project delivery, financial accuracy, scope discipline, and operational quality.
• Monitor operational performance metrics: utilization, profitability, forecasting accuracy, and work delivery risk.
• Build early-warning systems for over-burn, staffing gaps, client risk, and workload imbalance.

Experience

• 15+ years of progressive operations experience, with at least 5 years in a senior leadership role within a communications, PR, or marketing services agency.
• Demonstrated experience building and leading a project management function — not just overseeing it, but owning it, growing it, and elevating the team.
• Proven track record of designing and implementing operational infrastructure in a complex, fast-moving environment.
• Deep familiarity with agency economics: resource management, utilization, scoping, and profitability levers.
• Experience leading technology and systems implementations, including change management and adoption.
• Comfort with and curiosity about AI tools — you don't need to be a builder, but you need to understand what's possible and be energized by helping your team work smarter.
• Strong financial acumen and experience partnering closely with Finance on forecasting, budget management, and performance reporting.

What We'll Bring

Here are a few highlights of the benefits we offer at M Booth Health:

• A workplace that's alive with courage, ideas, respect and humanity
• Professional growth and development programs to help advance your career
• Comprehensive health care and wellness plans for your entire family
• A 401(k) Savings Plan and Flexible Spending Accounts
• Paid holidays, Unlimited Paid Time Off (Personal, Sick, Vacation), and Summer Fridays
• Additional Perks: Family Leave, Well-Being Programs, & Commuter Benefits
• Salary: $250-350k

M Booth Health is an equal opportunity employer. All candidates will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal